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

Intercom
  • 4.6 (72)
  • TECHNOLOGY
  • UPDATED WEEKLY
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our 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

  1. 2D AGO

    The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)

    Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. In this episode, Maxime Manseau, VP of Support at Birdie, joins Intercom's Senior Director of Human Support Bobby Stapleton to explore the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents. They discuss how improving issue understanding upfront – through better workflows, AI-powered tools, and even screen recordings – can dramatically reduce back-and-forth and create a smoother customer experience. Plus, they explore why human support still matters in an AI-first world, and how that directly impacts your customers. Watch on YouTube: https://youtu.be/vxxH1Ulw7FA?si=oz1GqLaByFbq_TrK Follow the people: https://www.linkedin.com/in/maximemanseau/ https://www.linkedin.com/in/bobbystapleton/ 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 Follow The Ticket podcast: Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731 Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9 YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF RSS Feed https://art19.com/shows/inside-intercom Say hi: LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin 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.

    39 min

  2. MAR 20

    Built For You Spring '25: Fin Can Now See, Speak, and Take Action

    Our vision for Fin, Intercom's AI agent, is to answer any question, on any channel, across any platform. With our latest Built For You announcements, that vision is now a reality. Join Chief Product Officer Paul Adams and other product leaders as they introduce exciting new capabilities. Watch the video here: https://bfy.intercom.com/ 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 Follow 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-intercom Say hi on 👋 LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin 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.

    19 min

  3. MAR 13

    An AI-first approach: How RB2B created a lean, scalable support system

    As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom's Senior Director of Automated and Proactive Support Ruth O'Brien, Robb details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically – saving the team 132+ hours monthly. He shares practical insights on building customer trust in AI interactions, continuously improving resolution rates through knowledge base optimization, and why support leaders shouldn't wait to embrace AI – offering valuable lessons for teams at any stage of growth. Watch this episode on YouTube: https://youtu.be/e-MsSQI9bYU?si=9YNQuOBhNRamJKO0 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/robbclarke/ 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 Follow 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-intercom Say hi on 👋 LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin 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.

    45 min

  4. FEB 27

    Navigating a new era of AI-first customer service

    In this episode of The Ticket, Ruth O'Brien, Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton, Senior Director of Human Support at Intercom, to break down key insights from Intercom’s 2025 Customer Service Transformation Report and unpack how AI is reshaping support teams, driving efficiency, and elevating customer experiences. They explore why AI adoption is accelerating, the rise of new AI-powered roles, and how businesses can navigate this shift. Read the 2025 Customer Service Transformation Report here: https://transformation.intercom.com/?utm_source=ii-blog&utm_medium=internal&utm_campaign=20250128_all_wc_all_global_enus_all_all_all_cst25&utm_content=podcast Watch this episode on YouTube: https://youtu.be/akmG3si14Qk?si=eoPf8LIO0tg-oTHy 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/ruthieob/ 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 Follow 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-intercom Say hi on 👋 X: 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.

    31 min

  5. FEB 20

    Why Anthropic chose Fin to transform their customer support

    Anthropic has successfully implemented AI-first strategies to manage customer support more efficiently, allowing human reps to refocus their efforts on higher value work, all while enhancing service quality. On today's episode we're joined by Emily Lampert, Head of Product Support at Anthropic, to unpack the real-world impact of AI-first support. They discuss why Anthropic—one of the world’s leading AI labs—chose to partner with Intercom, how they balance AI automation with human expertise, and what the future holds for AI-powered customer service. Watch this episode: https://register.events.intercom.com/ed38b9a7-0080-44a1-8e71-724ac9914b65/?referrer_page=224f8efc-761b-4a74-baf7-e0fccdb666bb 😁 Follow the people: https://www.linkedin.com/in/emilylampert/ https://www.linkedin.com/in/markiafrate/ 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 Follow 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-intercom Say hi on 👋 X: 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.

    38 min

  6. FEB 6

    AI, psychology, and the future of customer support: Insights from Synthesia's Head of Support

    We spoke with Constantina Samara, Head of Customer Support at Synthesia, about how AI is reshaping customer service. She tells Declan Ivory, Intercom’s VP of Customer Support, how her background in psychology informs her approach to AI-driven customer service, the biggest opportunities and challenges she’s encountered, and how Synthesia is leveraging AI to enhance both support efficiency and the customer experience. Watch this episode on YouTube: https://youtu.be/-dQX9ov5UeE?si=PZjeFoNEhG0p7k34 😁 Follow the people: https://www.linkedin.com/in/decivory/ https://www.linkedin.com/in/constantina-samara-237978146/ 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 Follow 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-intercom Say hi on 👋 X: 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.

    28 min

  7. JAN 30

    Scaling Customer Support with AI: Nuuly’s Winning Formula

    We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercom’s Senior Director of Human Support, Bobby Stapleton, about the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service. Watch this episode on YouTube: https://youtu.be/7jcu9JEVG5s?si=CH0OrL3cM6_Z8r24 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/natalie-hurst-8a1712b/ 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 Follow 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-intercom Say hi on 👋 X: 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.

    30 min

  8. JAN 23

    A Day in the Life of a Support Operations Analyst

    In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work, the importance of data-driven decision-making, and the ongoing need for optimization in customer support tools. Kevin shares insights with Bobby Stapleton, Snr. Director, Human Support, Intercom on change management, cross-functional collaboration with product teams, and the impact of AI on customer support. Watch on YouTube: https://youtu.be/jbFv3XiNQhY?si=_AisMjjiuQTwIz-- 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/furlongkevin/ 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 Follow 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-intercom Say hi on 👋 X: 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.

    29 min
See All (464)

    4.6
    out of 5
    72 Ratings

    About

    On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our 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

    Information

    More From Intercom

    You Might Also Like

    Content Restricted

    This episode can’t be played on the web in your country or region.

    To listen to explicit episodes, sign in.

    Stay up to date with this show

    Sign in or sign up to follow shows, save episodes, and get the latest updates.
    Select a country or region

    Africa, Middle East, and India

    Asia Pacific

    Europe

    Latin America and the Caribbean

    The United States and Canada