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

Fergal Reid, VP of AI at Intercom, discusses the application of machine learning in customer service. Topics include advancements in NLP and ML, challenges in predicting AI technology, and the impact of AI in customer service, including the future potential of autonomous AI bots.

Intercom's Senior Director of Human Support and Director of Customer Support Operations discuss how AI is reshaping customer support roles, empowering teams with quick wins, transitioning towards strategic consultation, transforming metrics, and repositioning customer service as a key value driver.

Renowned customer service and CX expert Shep Hyken discusses the impact of AI on customer service, reimagining customer metrics for loyalty, understanding customer behavior for loyalty, and the rise of AI in business. He emphasizes the importance of exceptional experiences to stand out in a competitive market.

Declan Ivory, Intercom's VP of Customer Support, and Ruth O'Brien, Senior Director of Automated and Proactive Support, discuss the evolution of support orgs in the AI era. They highlight the benefits of AI integration, shifting support roles, redefining success metrics, and predicting the future of support organizations with AI.

Senior Director Bobby Stapleton and Director Anthony Lopez discuss Intercom's transition to AI-first customer service, offering practical advice and insights. Topics include the first 90 days with AI, collaboration between support and product teams, and the introduction of Finn AI Co-Pilot for internal agents.

Paul Adams, Chief Product Officer, discusses AI-first Customer Service and the impact of AI on customer service. Topics include the transformative effects of AI, AI's role in revolutionizing customer service, and the evolution of AI agents like Finn at Intercom.

Ruth O’Brien and Bobby Stapleton from Intercom discuss the impact of AI on customer service careers, exploring new roles and career paths in the age of AI. They delve into the evolution of customer support roles, the transformation of frontline agents' responsibilities, and the challenges of managing knowledge in the AI era.

Mercer Smith, VP of Managed Operations at PartnerHero, discusses using AI in customer service to maintain personalized interactions. They explore the importance of human supervision, transparency with customers, and the ethical implications of AI tools in support. The podcast delves into leveraging AI for enhanced customer experiences and the necessity for businesses to adapt to the AI-driven era for improved CX.

VP of Customer Support and Senior Director of Human Support at Intercom discuss the benefits of Fin AI Copilot, enhancing efficiency and transforming customer interactions. Topics include response accuracy, speed, knowledge management, and tool expansion.

Ruth O'Brien and Olivia Singarella discuss Fin AI Copilot's impact on support teams, improving efficiency with instant answers, prioritizing complex issues, and integrating AI into customer service workflows for a seamless interaction environment.