Bobby Stapleton

VP of Customer Support and Senior Director of Human Support at Intercom discuss the benefits of Fin AI Copilot, enhancing efficiency and transforming customer interactions. Topics include response accuracy, speed, knowledge management, and tool expansion.

Exploring the economic impact of AI in customer support, balancing cost and value, evolving support roles with AI, and discussing the integration of AI in customer service for enhanced customer experiences.

Robert Richmond, author of The Culture Blueprint, joins Bobby Stapleton, Intercom's Senior Director of Human Support, to discuss how company culture drives customer satisfaction. They delve into the balance of using AI while keeping a human touch in service. The conversation highlights companies like Zappos as role models for navigating change and empowering employees. They also stress the importance of listening to customers to build a stronger, service-oriented environment that fosters loyalty and enhances operational performance.

Exploring the importance of knowledge management for AI success and customer experience, focusing on strategies for maintaining a dynamic knowledge base. Discusses updating help center content for effective AI chatbot training and balancing content relevance. Highlights collaboration for content maintenance and using AI to streamline personalized customer experiences.

Lynsey Duncan, a Senior Product Researcher, teams up with Bobby Stapleton, Senior Director of Human Support, and Declan Ivory, VP of Customer Support, to delve into the essence of remarkable customer experiences. They discuss the crucial role of problem ownership, emphasizing how companies must take charge of issues for customer satisfaction. The trio also explores AI's potential in enhancing service and the importance of continuous improvement in customer interactions. With real-life anecdotes, they highlight how empathy and proactive support can turn frustrations into trust.

Bobby Stapleton, Senior Director of Human Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into strategies for gaining executive approval for AI-driven customer service. Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail, share their firsthand experiences with AI adoption. They discuss overcoming executive skepticism, the importance of data-driven insights, and how AI can revolutionize customer support through enhanced efficiency and 24/7 assistance.

Intercom's experts Bobby Stapleton, OIivIa Singerlla, and Alissa Tyrangiel discuss AI-first customer service. They cover the launch of Fin AI Co-Pilot, benefits of AI in customer service, efficiency gains with AI Co-Pilot features, and the exciting launch of Fin AI Analyst for leaders.

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.

Ruth O’Brien and Bobby Stapleton from Intercom discuss the impact of AI on customer service careers, exploring new roles and career paths in the age of AI. They delve into the evolution of customer support roles, the transformation of frontline agents' responsibilities, and the challenges of managing knowledge in the AI era.