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
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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.
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AI Delivered High Answer And Resolution Rates
- Lightspeed achieved a 95% answer rate from its AI agent and 45–65% resolution/deflection depending on product.
- That performance materially reduced operational volume and improved handling metrics.
Plan For Change Management And Broad Communication
- Plan change management deliberately: provide enablement, use vendor training, and run a 30-day hypercare window.
- Communicate broadly to marketing, product and customers and share wins and issues quickly.
Copilot Adoption Was Immediate
- Copilot adoption for internal agents happened almost instantly once available in the interface.
- Team members, especially new hires, gravitated to it and used it to speed up answers.