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

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.  




You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y




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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/newsletter




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#customersupport #customerservice #intercom

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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI.




Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU




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https://www.linkedin.com/in/anlopezm/

https://www.linkedin.com/in/bobbystapleton/




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🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

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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/newsletter

Sign 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/productpodcast




Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




🏠 www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience.




Watch this episode on YouTube: https://www.youtube.com/watch?v=dOIYgZ2rRrk




😁 Follow the people:

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/shephyken/




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/newsletter




Sign 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/productpodcast




Say hi on 👋

Twitter: https://twitter.com/intercom




LinkedIn: https://www.linkedin.com/company/intercom/




Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




🏠 www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full advantage of the opportunities AI has to offer.




Watch this episode on YouTube: https://www.youtube.com/watch?v=4MznUEXiwzQ




😁 Follow the people:

https://www.linkedin.com/in/ruthieob/

https://www.linkedin.com/in/decivory/




Follow our 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-intercom




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/newsletter




Sign 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/productpodcast




Say hi on 👋




Twitter: https://twitter.com/intercom




LinkedIn: https://www.linkedin.com/company/intercom/




Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




🏠 www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way.




Watch this episode on YouTube: https://www.youtube.com/watch?v=sgJvV4diKNo




😁 Follow the people:

https://www.linkedin.com/in/anlopezm/

https://www.linkedin.com/in/bobbystapleton/




Follow our 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-intercom




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/newsletter




Sign 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/productpodcast




Say hi on 👋




Twitter: https://twitter.com/intercom




LinkedIn: https://www.linkedin.com/company/intercom/




Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




🏠 www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality.




You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm




Follow the people:

https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/pauladams/




Say hi 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/




Follow our 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-intercom




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/newsletter




🏠 www.intercom.com




#customersupport #customerservice #intercom

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.