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

Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Customer Experience at Dovetail, discusses how to conduct the right type of research and apply it to your CX. She talks about leveraging data effectively, balancing intuition with customer knowledge, and how to make sense of customer insights.😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/serenaschan/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 👋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.

Bobby Stapleton, Senior Director of Human Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into strategies for gaining executive approval for AI-driven customer service. Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail, share their firsthand experiences with AI adoption. They discuss overcoming executive skepticism, the importance of data-driven insights, and how AI can revolutionize customer support through enhanced efficiency and 24/7 assistance.

Customer service leaders Ben Peak, Elli Neeld, and Carl Olsen discuss integrating AI technologies like chatbots to enhance customer support. They highlight the benefits of AI for improving response effectiveness and scaling operations, emphasizing the importance of gaining team buy-in and implementing clear objectives.

Ruth O'Brien and Leanne Harte from Intercom discuss maximizing team efficiency with AI in customer service. They cover AI implementation, support team impact, and advice for boosting performance. Topics include empowering support reps, driving adoption with product champions, and maintaining trust by verifying AI responses.

Intercom's experts Bobby Stapleton, OIivIa Singerlla, and Alissa Tyrangiel discuss AI-first customer service. They cover the launch of Fin AI Co-Pilot, benefits of AI in customer service, efficiency gains with AI Co-Pilot features, and the exciting launch of Fin AI Analyst for leaders.

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.