Africa-focused technology, digital and innovation ecosystem insight and commentary.
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תוכן מסופק על ידי podcast@intercom.com. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי podcast@intercom.com או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
דומה לThe Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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Show notes are at https://stevelitchfield.com/sshow/chat.html
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For more than a dozen years, the Stack Overflow Podcast has been exploring what it means to be a developer and how the art and practice of software programming is changing our world. From Rails to React, from Java to Node.js, we host important conversations and fascinating guests that will help you understand how technology is made and where it’s headed. Hosted by Ben Popper, Cassidy Williams, and Ceora Ford, the Stack Overflow Podcast is your home for all things code.
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The Talk Show With John Gruber
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The Talk Show With John Gruber
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The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
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There’s a Better Way: Smart Talk on Healthcare and Technology
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There’s a Better Way: Smart Talk on Healthcare and Technology
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The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
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A weekly talk show taking a pragmatic look at the art and business of Software Development and the world of technology.
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WSJ’s Bold Names brings you conversations with the leaders of the bold-named companies featured in the pages of The Wall Street Journal. Hosts Tim Higgins and Christopher Mims speak to CEOs and business leaders in interviews that challenge conventional wisdom and take you inside the decisions being made in the C-suite and beyond.
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Investor Shayle Kann is asking big questions about how to decarbonize the planet: How cheap can clean energy get? Will artificial intelligence speed up climate solutions? Where is the smart money going into climate technologies? Every week on Catalyst, Shayle explains the world of climate tech with prominent experts, investors, researchers, and executives. Produced by Latitude Media.
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1 Are we cooked? How social media shapes your language | Adam Aleksic 15:16
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אהבתיGen Z slang is rife with new words like "unalive," "skibidi" and "rizz." Where do these words come from — and how do they get popular so fast? Linguist Adam Aleksic explores how the forces of social media algorithms are reshaping the way people talk and view their very own identities. For a chance to give your own TED Talk, fill out the Idea Search Application: ted.com/ideasearch . Interested in learning more about upcoming TED events? Follow these links: TEDNext: ted.com/futureyou TEDSports: ted.com/sports TEDAI Vienna: ted.com/ai-vienna TEDAI San Francisco: ted.com/ai-sf Hosted on Acast. See acast.com/privacy for more information.…
How a “Bot Wrangler” uses AI to scale support without compromise
Manage episode 491199665 series 1321127
תוכן מסופק על ידי podcast@intercom.com. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי podcast@intercom.com או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale.
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Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/
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472 פרקים
How a “Bot Wrangler” uses AI to scale support without compromise
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
שתפוManage episode 491199665 series 1321127
תוכן מסופק על ידי podcast@intercom.com. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי podcast@intercom.com או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale.
Follow the people
https://www.linkedin.com/in/ruthieob/
https://www.linkedin.com/in/samueljacobmiller/
Newsletter
Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/
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/
www.fin.ai
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Fin Conversations Ep2: Inside The AI Agent Blueprint 20:13
20:13 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי20:13
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיWe've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI. In this episode, Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory unpack what's in the Blueprint, sharing hard-won lessons from Intercom's own journey deploying AI, why it's not about AI for AI's sake, and what support leaders need to get right during this transformational time – from building a business case to rewiring their team structure. It's a grounded, behind-the-scenes look at leading a CS organization through AI transformation. Read the AI Agent Blueprint: https://fin.ai/blueprint Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Reinventing QA and Training for the AI Era 33:02
33:02 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי33:02
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיAs AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and retain talent. They discuss the death of tier-one support, why simulation-based training is essential in an AI-first world, and how the best companies are training not just their humans - but their AI agents too. Watch on YouTube: https://youtu.be/8k6g-z0zrBI?si=hCF7wKc4tz2EMhXj Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates 19:17
19:17 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי19:17
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיHow do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improvement across both AI and human teams. Watch on YouTube: https://youtu.be/7poemldqBjc?si=DQ8C4Z_0aqzLbzcc Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/bobbystapleton/ Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Check out our /ideas podcast: https://youtu.be/GPkDfauTz6I?si=oFDgt6Phe4jBG0ZU 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 https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 How a “Bot Wrangler” uses AI to scale support without compromise 28:55
28:55 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי28:55
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיIntercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale. Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/samueljacobmiller/ Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ 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 www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Measuring every conversation: How CX Score is changing the game 43:15
43:15 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי43:15
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיCSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom’s Bobby Stapleton to explore his team's experience trialing Intercom’s new AI-powered Customer Experience Score. They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn “neutral” experiences into standout ones. Watch this episode on YouTube: https://youtu.be/QF8nxSXzdlo?si=W8KEtdHXhAw2JUGk Follow the people https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/jaredellis/ Newsletter 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 Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 From siloed to seamless: What it really takes to unify the customer journey 30:34
30:34 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי30:34
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיWhen customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for smarter frontline support can transform the customer journey. They also dig into why trust, simplicity, and attention to small details are key to creating standout experiences. Watch on YouTube: https://youtu.be/dXgbGKpSEvk?si=9AAgNy4-vQvRzrBJ Follow the people: https://www.linkedin.com/in/johndurocher/ 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 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 The Future of Customer Experience Starts with Smarter Listening 35:14
35:14 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי35:14
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיCustomer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, joins Intercom’s VP of Customer Support Declan Ivory to unpack the decline in customer feedback – and what it means for businesses aiming to deliver world-class experiences. They explore the trust gap, survey fatigue, and rising expectations, and explain why great CX now depends on smarter, faster listening. From adaptive surveys to AI-powered insights, they reveal how leading companies are transforming how they capture feedback and continuously improve the customer journey. Watch on YouTube: https://youtu.be/D2f-8ATNvZA?si=thBjoaNFvr3M1-2c Follow the people: https://www.linkedin.com/in/decivory/ https://www.linkedin.com/in/isabelle-zdatny-ccxp-xmp-85932667/ 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help) 38:37
38:37 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי38:37
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיToo 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Built For You Spring '25: Fin Can Now See, Speak, and Take Action 18:40
18:40 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי18:40
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיOur 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 An AI-first approach: How RB2B created a lean, scalable support system 45:18
45:18 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי45:18
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיAs 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Navigating a new era of AI-first customer service 30:34
30:34 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי30:34
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיIn 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Why Anthropic chose Fin to transform their customer support 37:37
37:37 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי37:37
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיAnthropic 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 AI, psychology, and the future of customer support: Insights from Synthesia's Head of Support 28:16
28:16 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי28:16
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיWe 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 Scaling Customer Support with AI: Nuuly’s Winning Formula 29:38
29:38 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי29:38
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיWe 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 .…
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
1 A Day in the Life of a Support Operations Analyst 28:40
28:40 הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתי28:40
הפעל מאוחר יותר הפעל מאוחר יותר רשימות לייק אהבתיIn 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 .…
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דומה לThe Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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The Talk Show With John Gruber
Daring Fireball / John Gruber
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There’s a Better Way: Smart Talk on Healthcare and Technology
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The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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