The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Mapping out the first 90 days with AI-first Customer Service
May 16, 2024
Senior Director Bobby Stapleton and Director Anthony Lopez discuss Intercom's transition to AI-first customer service, offering practical advice and insights. Topics include the first 90 days with AI, collaboration between support and product teams, and the introduction of Finn AI Co-Pilot for internal agents.
16:57
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Quick takeaways
- Starting with an AI chatbot is an effective way to introduce AI in customer service, providing a low-risk starting point for implementation.
- Choosing an initial test segment focused on startup plan customers who are receptive to AI technology reduces risk and allows for a smoother implementation phase.
Deep dives
Starting with an AI Chatbot
Starting with an AI chatbot is a familiar and effective way to introduce AI in customer service. Customers have become accustomed to interacting with chatbots, especially tech-savvy users. It provides a low-risk starting point for implementing AI, particularly with segments like startup plan customers who are open to new technology.
