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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce
Jan 16, 2025
Angelo Livanos, who leads support at Lightspeed Commerce, shares his extensive experience in transforming customer service through AI innovations. He dives into the integration of AI tools like Finn and CoPilot and discusses the vital role of change management in this process. The conversation highlights how AI is reshaping support skills and enhancing engagement strategies for better customer experiences. Angelo also emphasizes the importance of adapting workflows and team collaboration amidst these technological shifts.
28:32
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Quick takeaways
- Lightspeed Commerce's AI-first strategy has resulted in a 99% engagement rate and significantly improved resolution rates for customer support systems.
- The successful implementation of AI solutions required tailored training and clear communication to manage change effectively across a diverse support team.
Deep dives
AI Transformation in Customer Support
Lightspeed Commerce has embraced an AI-first strategy to enhance its customer support framework. The company reports a 99% engagement rate with their AI agent, Finn, which is able to provide accurate responses 95% of the time. This shift has resulted in a resolution rate varying between 45% and 65%, depending on the product, thereby significantly decreasing the operational volume for human agents. By integrating AI effectively, Lightspeed Commerce has created a more efficient system, consequently allowing their support team to focus on more complex customer issues.
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Listen to the best highlights from the podcasts you love and dive into the full episode