The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Reinventing QA and Training for the AI Era
Jul 22, 2025
Mark Hughes, Co-Founder and CEO of SolidRoad, dives into the evolution of customer experience in the AI era. He discusses the diminishing role of tier-one support and the revolutionary shift towards simulation-based training for both agents and AI. Mark emphasizes the need for personalized training solutions, dynamic methodologies, and tailored scoring systems to enhance empathy in customer interactions. He also sheds light on the challenges of AI product development and the vital training that support teams require to navigate this complex landscape.
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Integrated Training and QA Boosts CX
- Combining training and QA creates a continuous improvement cycle by identifying skill gaps and closing them with targeted coaching.
- This integration elevates customer experience by ensuring agent performance is consistently assessed and improved at scale.
Tier One Support Is Dead
- Tier one support is largely managed by AI, making tier two and three support more complex and important.
- Human agents now handle more difficult, escalated conversations that benefit from improved training and upskilling.
Prioritize Immersive Practice Training
- Provide CX agents with realistic conversation practice rather than dry theoretical learning.
- Use immersive, personalized AI-driven training to scale and improve efficiency effectively.