The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Intercom
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Oct 16, 2025 • 24min

Live from Pioneer: AI is handling complexity we never thought it could

We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too?In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of customer experience is being reshaped and what this shift means for leaders, human teams, and the trust customers place in AI.Watch this episode on YouTube:Follow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/natalie-hurst-8a1712b/Newsletter:Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Oct 15, 2025 • 11min

Fin Conversations Ep4: Fin Procedures in practice

Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution rates to improved CSAT.Learn more about Procedures here: https://fin.ai/proceduresWatch this episode on YouTube: https://www.youtube.com/watch?v=4sRen1ty1NUFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Oct 9, 2025 • 17min

Inside Pioneer 2025: Exploring what's next for customer experience

Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and more.Watch talks from Pioneer here: https://pioneer.fin.ai/Watch this episode on YouTube: https://youtu.be/crsUL6wmItg?si=ZuKEN-b5vtDP4YinFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Sep 25, 2025 • 24min

Smooth scaling: How Intercom manages 500+ product launches a year

In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success.Watch this episode on YouTube: https://youtu.be/dK77eHDupXA?si=bWmnyckXmaT2aj7NFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/beth-ann-sher/https://www.linkedin.com/in/sean-reid-435681174/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Sep 16, 2025 • 30min

Lessons from Vanta: Scaling support through trust, education, and AI innovation

In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stapleton, to share how her team blends human expertise, customer education, and AI innovation to deliver fast, trustworthy, and scalable support – while keeping customer experience at the heart of everything they do.Watch this episode on YouTube: https://youtu.be/72V2C-QR6pw?si=BnGXQQNR-mYLAriOFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/margaritawilshire/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Aug 25, 2025 • 20min

Fin Conversations Ep3: The blueprint for scaling AI in customer service

In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From introducing new roles like conversation designers and AI ops managers, to keeping customer experience front and center, and rethinking support economics to prove long-term business value, it’s a candid look at what it really takes to scale AI in customer service.Watch this episode here: https://youtu.be/zUw0IyehCuw?si=w5F8ElMVf1_-9nLvRead the AI Agent Blueprint here: https://fin.ai/blueprintNewsletter:Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Follow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Aug 18, 2025 • 27min

Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service

In a captivating discussion, George Dilthey, Head of Support at Clay, shares insights on 'The Wheel,' a groundbreaking 15-month rotational program aimed at developing future tech leaders through customer service. He explains how this initiative hires fresh graduates, integrating customer insights into various departments. The conversation highlights the dual role of mentorship and AI in enhancing team engagement and service quality. George also illustrates how rethinking customer support can transform it into a strategic asset that drives value and fosters long-term career growth.
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Aug 11, 2025 • 20min

Fin Conversations Ep2: Inside The AI Agent Blueprint

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI.In this episode, Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory unpack what's in the Blueprint, sharing hard-won lessons from Intercom's own journey deploying AI, why it's not about AI for AI's sake, and what support leaders need to get right during this transformational time – from building a business case to rewiring their team structure. It's a grounded, behind-the-scenes look at leading a CS organization through AI transformation.Read the AI Agent Blueprint: https://fin.ai/blueprintWatch this episode on YouTube: https://www.youtube.com/watch?v=ildUg7TrJfINewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Jul 22, 2025 • 33min

Reinventing QA and Training for the AI Era

Mark Hughes, Co-Founder and CEO of SolidRoad, dives into the evolution of customer experience in the AI era. He discusses the diminishing role of tier-one support and the revolutionary shift towards simulation-based training for both agents and AI. Mark emphasizes the need for personalized training solutions, dynamic methodologies, and tailored scoring systems to enhance empathy in customer interactions. He also sheds light on the challenges of AI product development and the vital training that support teams require to navigate this complex landscape.
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Jul 4, 2025 • 19min

Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates

How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improvement across both AI and human teams.Watch on YouTube: https://youtu.be/7poemldqBjc?si=DQ8C4Z_0aqzLbzccFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/bobbystapleton/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Check out our /ideas podcast: https://youtu.be/GPkDfauTz6I?si=oFDgt6Phe4jBG0ZUFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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