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.
45:18
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Quick takeaways
- RB2B's implementation of AI, specifically the Finn AI Agent, automates 65% of inquiries, significantly reducing workload and enhancing operational efficiency.
- Building customer trust in AI interactions involved continuous optimization of the knowledge base and addressing initial user skepticism towards AI-supported responses.
Deep dives
Transforming Customer Support with AI
Implementing AI has significantly transformed customer support at RB2B, allowing the team to automate responses to frequently asked questions. By using AI technology, specifically a tool named Finn, the company has effectively reduced the workload on their customer support team, enabling them to focus on more complex issues. Rob Clark highlighted that Finn handles common queries that would otherwise require substantial human effort, thus freeing up team members to engage with intricate customer concerns. This shift not only enhances operational efficiency but also improves customer satisfaction, as clients receive timely and accurate responses.
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