

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Intercom
On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter🏠 www.intercom.com
Episodes
Mentioned books

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.

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.

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.

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.

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.

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.

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.

7 snips
Jun 27, 2025 • 29min
How a “Bot Wrangler” uses AI to scale support without compromise
Sam Miller, Customer Support Operations Manager at Dental Intelligence and a master of automation, talks with Ruth O’Brien about the innovative fusion of AI and human support. He shares insights on how AI systems like Finn are not only streamlining workflows, but also transforming customer interactions from transactional to consultative. They discuss the ongoing shift in customer support roles, the importance of trust in AI, and how balancing automation with the human touch enhances overall service quality.

9 snips
May 29, 2025 • 43min
Measuring every conversation: How CX Score is changing the game
Jared Ellis, Senior Director of Global Product Support at Culture Amp, discusses the shift from traditional CSAT metrics to the innovative Customer Experience Score. He shares insights on the limitations of CSAT and the need for real-time feedback to enhance support effectiveness. Ellis emphasizes the transformative power of AI in refining customer interactions and turning neutral experiences into memorable ones. The conversation also highlights the importance of balancing customer feedback with team performance in navigating the evolving landscape of customer support.

6 snips
May 1, 2025 • 31min
From siloed to seamless: What it really takes to unify the customer journey
Join John Durocher, Chief Customer Officer at Calix, as he reveals the art of unifying the customer journey. He shares insights on breaking down silos and embedding customer success across teams. John explains how AI is revolutionizing frontline support, making interactions simpler and more trustworthy. He emphasizes the value of humor and engaging customer advisory boards, while also discussing the balance between feedback and experimentation. Ultimately, he champions a shift from mere product adoption to a holistic customer experience.