The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom An AI-first approach: How RB2B created a lean, scalable support system
Mar 13, 2025
Robb Clarke, Head of Technical Operations at RB2B, is a whiz at scaling customer operations with AI. In this discussion, he reveals how the implementation of Fin AI Agent addresses 65% of inquiries automatically, freeing up over 132 hours monthly for his team. Robb shares insights on building trust in AI interactions, the evolution of customer support roles, and why embracing AI sooner rather than later is essential. His practical advice offers valuable lessons for any team looking to enhance their customer service.
AI Snips
Chapters
Transcript
Episode notes
Manual Support Chaos
- Initially, RB2B support was entirely manual, managed through Rob Clarke's email inbox and a shared Google Sheet.
- This became unsustainable, leading to the adoption of Intercom, chosen for its all-in-one features and the team's prior experience.
Early AI Adoption
- Implement AI agents early in your support process, don't wait until you're overwhelmed.
- This allows for scaling support efficiently without excessive hiring.
Finn's Outage Triumph
- During an outage, Finn handled customer queries effectively using Clarke's previous answers as guidance, despite him being out of town.
- This demonstrated Finn's ability to adapt and learn, highlighting a key moment of AI's potential.