Fin Conversations Ep3: The blueprint for scaling AI in customer service

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

Intercom

481 episodes

5 days ago

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.

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Fin Conversations Ep3: The blueprint for scaling AI in customer service

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

20 minutes 4 seconds

2 months ago

Fin Conversations Ep3: The blueprint for scaling AI in customer service

In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From introducing new roles like conversation designers and AI ops managers, to keeping customer experience front and center, and rethinking support economics to prove long-term business value, it’s a candid look at what it really takes to scale AI in customer service. Watch this episode here: https://youtu.be/zUw0IyehCuw?si=w5F8ElMVf1_-9nLv Read the AI Agent Blueprint here: 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/ 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.