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

Benedict Evans, a renowned industry analyst, joins the discussion on how AI is reshaping customer service. He highlights the incredible launch of Fin2, an advanced AI customer service agent with impressive resolution rates. The conversation draws parallels between AI's evolution and historical milestones like electricity. Insights from industry leaders emphasize adapting to AI-first strategies while navigating the opportunities and uncertainties it brings. Real-world examples showcase the transformative impact of AI on support teams and customer satisfaction.

Discover the groundbreaking Fin 2, an advanced AI agent set to revolutionize customer service with remarkable resolution rates. The discussion dives into the evolution of AI in customer support, showcasing the transition from basic bots to sophisticated machine learning systems. Learn how Fin 2 achieves human-like interactions while maintaining exceptional reliability. The insights shared unveil the transformative potential of such technology in enhancing 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.

Robert Spector, author of The Century-Old Startup and expert on Nordstrom's renowned customer service, shares insights with Declan Ivory, VP of Customer Support at Intercom. They discuss Nordstrom's startup mentality and how adaptability fuels its innovation. The conversation highlights the significance of omni-channel experiences and the integration of AI for personalized interactions. Spector also delves into the company's commitment to social responsibility, emphasizing how values can deepen customer loyalty and engagement in today's digital age.

Fred Walton, a conversation designer at Intercom, dives into the world of crafting engaging dialogue flows for chatbots. He shares essential strategies for designing natural AI conversations while balancing automation with human interaction. Fred emphasizes the importance of user feedback and a consistent brand voice in enhancing customer support. He discusses the future of AI in conversation design, explaining how it can create personalized experiences by analyzing data and maintaining contextual awareness. Tune in for insights into this fascinating field!

This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer service platform.Watch our latest Built For You Episode here: https://youtu.be/B7pjcm4u8mM😁 Follow the people:https://www.linkedin.com/in/olivia-witte-singarella-66458b33/https://www.linkedin.com/in/kylerocco/Newsletters:Sign up for The Ticket: A 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/newsletterSign up for Intercom on Product: A monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcastSay hi on 👋X/Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this engaging conversation, Blake Morgan, a customer experience futurist and author, dives into the essence of leadership in fostering a customer-centric culture. He highlights the intertwining relationship between employee satisfaction and exceptional customer service. Blake stresses the impact of AI on customer interactions while advocating for the critical human touch. He shares the importance of leaders actively connecting with customers to drive innovation and how businesses can maintain this focus even during economic challenges.

Beth-Ann Sher, a Senior Knowledge Manager at Intercom, shares her fascinating journey from product marketing to knowledge management. She discusses how AI is revolutionizing the customer support landscape, reshaping her daily responsibilities. Beth emphasizes the importance of high-quality support content and collaboration across teams. The conversation also highlights future trends in knowledge management, showcasing the need for analytical skills and adaptability in an AI-driven world, ultimately transforming how customers access information.

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.

Archana Agrawal, president of Intercom and an expert in AI and customer service, dives into how AI is reshaping the customer support landscape. She discusses the transition from local to global service models and the challenges they bring. Agrawal highlights AI's knack for quickly resolving simple queries, allowing human agents to tackle more complex issues. This innovative approach promises a future where customer service is not only cost-effective but also enhances satisfaction and business profitability.