Declan Ivory

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.

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.

Declan Ivory, Intercom's VP of Customer Support, and Ruth O'Brien, Senior Director of Automated and Proactive Support, discuss the evolution of support orgs in the AI era. They highlight the benefits of AI integration, shifting support roles, redefining success metrics, and predicting the future of support organizations with AI.