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

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.

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.

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.

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.

Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, joins VP of Customer Support Declan Ivory to explore the decline in customer feedback and its impact on businesses. They discuss how trust gaps and survey fatigue are affecting engagement. Isabelle highlights innovative techniques to bridge the feedback gap and the importance of smarter, AI-driven listening strategies. The conversation reveals how adaptive surveys and real-time insights are transforming customer experience management, ensuring that companies meet rising expectations effectively.

Maxime Manseau, VP of Support at Birdie, shares insights on effective customer support operations. He discusses the hidden costs of misdiagnosing customer issues, highlighting that prolonged resolution times lead to frustrated customers and exhausted agents. Manseau emphasizes the importance of AI tools, like Birdie’s unique reverse screen recording feature, to enhance issue understanding. The conversation also touches on the need for empathy in support roles and the irreplaceable value of human interaction in an increasingly automated landscape.

In this discussion, Brian Donoghue, VP of Product at Intercom, dives into the exciting enhancements of their AI agent, Fin. He reveals how Fin can now process multimedia inputs and features real-time translation to elevate customer interactions. The conversation shifts to AI's role in revolutionizing support, emphasizing empathy in automated interactions. Brian also showcases Fin's capabilities in managing complex tasks like refunds through advanced automation, ultimately transforming customer service across multiple platforms.

Robb Clarke, Head of Technical Operations at RB2B, is a whiz at scaling customer operations with AI. In this discussion, he reveals how the implementation of Fin AI Agent addresses 65% of inquiries automatically, freeing up over 132 hours monthly for his team. Robb shares insights on building trust in AI interactions, the evolution of customer support roles, and why embracing AI sooner rather than later is essential. His practical advice offers valuable lessons for any team looking to enhance their customer service.

Ruth O'Brien, Senior Director at Intercom, is a powerhouse in AI-first customer service transformation. She discusses the crucial insights from Intercom’s 2025 Customer Service Transformation Report. Ruth dives into how AI is reshaping support roles, boosting efficiency, and enhancing customer experiences. She addresses the acceleration of AI adoption and evolving team dynamics, emphasizing the importance of thoughtful implementation for better service quality. The shift from skepticism to success regarding AI adds a motivational touch to the conversation.

Emily Lampert, Head of Product Support at Anthropic and former support leader at Stripe, shares insights on AI's transformative role in customer service. She reveals how Anthropic chose to partner with Intercom to optimize support while maintaining human expertise. Key topics include the strategic integration of AI, the efficiency gains from hackathons, and the balance between AI and personalized service. Emily emphasizes the need for ongoing evaluation of AI tools to improve customer experiences and manage complex inquiries effectively.