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

Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sat down with Intercom Senior Director of Product Management Michelle Fitzpatrick in this archive episode from 2018 to share her tips for staying close to customers, parsing feedback and prioritization at scale.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if and how AI is changing people’s feelings toward chatbots.Transcript: https://www.intercom.com/blog/podcasts/what-happens-when-customers-meet-chatbots-discussing-our-latest-research-on-ai-in-customer-service/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to seize the transformative potential of AI.Transcript: https://www.intercom.com/blog/podcasts/ai-educator-kavita-ganesan-on-uncovering-ai-opportunities-in-your-business/You can find more info on Kavita here: https://kavita-ganesan.com/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, joins us to answer that question via his AI joke generator - Witscript.Transcript: https://www.intercom.com/blog/videos/two-ai-chatbots-walk-into-a-bar-tv-writer-joe-toplyn-on-teaching-chatbots-to-crack-jokes/Watch the video: https://www.youtube.com/watch?v=fST9pkq-Og4See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part of the team not to. On today's episode VP of Product Design, Emmet Connolly, and our VP of Corporate Marketing, Alyssa Smrekar tell the story of how you go about naming a chatbot.Transcript: https://www.intercom.com/blog/podcasts/becoming-fin-the-story-behind-the-name-of-our-ai-chatbot/Meet Fin: https://www.intercom.com/finSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our latest report n - The State of AI in Customer Service 2023, we dive into the top five trends transforming customer service. From preparing a seamless implementation of AI that can drive the customer experience to guiding your team through the transition — this may be a time of concerns and challenges, but it's also one ripe with opportunities. The sooner you get in, the greater chance to win a competitive edge. And that’s why today, we’ve invited three people to join us on the podcast to share some insights on navigating this new AI landscape and successfully integrating it into your own support strategy:Samuel Miller, Customer Support Operations at Dental IntelligenceRuth O'Brien, Director of Customer Support at IntercomJohn O'Hara, Director of Customer Experience at LogikcullThey’ll talk about the current state of AI and automation in customer service, real-world examples of successful adoption, and strategies for reaping its benefits and overcoming challenges.Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/adapting-to-the-ai-revolution-in-cs-discussing-our-2023-ai-report/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk about simple strategies that can transform customers "from hateful to grateful".Watch this episode: https://www.youtube.com/watch?v=_wiPKiD7q9wTranscript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech.Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhgRead a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Advances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success.Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to:Prepare your support teams to work seamlessly with AI and automationSet customer expectations for interacting with AIOptimize your knowledge base for AI bots like FinEnsure proper security and complianceTranscript: https://www.intercom.com/blog/podcasts/preparing-your-cs-team-for-the-age-of-ai-hear-the-latest-thoughts-from-leaders-in-the-space/Learn more about Fin: https://www.intercom.com/finSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future.Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQTranscript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.