Anthony Lopez

Intercom's Senior Director of Human Support and Director of Customer Support Operations discuss how AI is reshaping customer support roles, empowering teams with quick wins, transitioning towards strategic consultation, transforming metrics, and repositioning customer service as a key value driver.

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.