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

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.

Constantina Samara, Head of Customer Support at Synthesia, dives into how her psychology background shapes AI-driven customer service. She shares her journey into support and highlights AI's transformative role in enhancing efficiency and customer experience. Constantina discusses the challenges and opportunities of integrating AI, the importance of knowledge content in support, and how user advocacy informs better content management. She emphasizes empowering support teams to focus on impactful interactions, making customer engagement more meaningful.

Natalie Hurst, Director of Customer Success at Nuuly, shares her expertise in implementing AI for customer support at the sustainable clothing rental service. She discusses the balance between AI and human interaction to maintain high customer satisfaction. Key subjects include the challenges faced during AI integration, the transformation of customer support roles, and the importance of nurturing relationships in the rapid digital landscape. Her vision emphasizes blending empathy with technology to enhance service quality and future-proof customer experiences.

Kevin Furlong, a Customer Support Operations Analyst at Intercom, shares his insights on optimizing support tools and strategies. He discusses the balance between proactive and reactive approaches in support operations, emphasizing data-driven decision-making. The conversation highlights the importance of collaboration with product teams and adapting strategies in the age of AI. Kevin also touches on fostering a continuous improvement mindset and the critical role of effective communication in enhancing customer experience.

Angelo Livanos, who leads support at Lightspeed Commerce, shares his extensive experience in transforming customer service through AI innovations. He dives into the integration of AI tools like Finn and CoPilot and discusses the vital role of change management in this process. The conversation highlights how AI is reshaping support skills and enhancing engagement strategies for better customer experiences. Angelo also emphasizes the importance of adapting workflows and team collaboration amidst these technological shifts.

In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.Watch this episode on YouTube: https://www.youtube.com/watch?v=CcEkxwag2h8😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/adrianbradycesana/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/productpodcastFollow The Ticket podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSay hi on 👋X: 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.

Harry Spence, Director of Customer Support at ScreenCloud, shares his expertise in digital transformation and operational excellence. He discusses how to effectively integrate AI agents into customer support strategies to meet rising customer expectations. The conversation touches on proactive support approaches, the transition from live chat to asynchronous messaging, and the critical importance of security measures. Moreover, Harry emphasizes collaborative AI testing and training across teams for maximizing customer support efficiency and enhancing user experience.