Smooth scaling: How Intercom manages 500+ product launches a year

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

In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success.

Watch this episode on YouTube: https://youtu.be/dK77eHDupXA?si=bWmnyckXmaT2aj7N

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https://www.linkedin.com/in/sean-reid-435681174/

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