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

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/newsletterSign 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/productpodcastFollow 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-intercomSay hi on 👋LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/newsletterSign 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/productpodcastFollow 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-intercomSay hi on 👋LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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=podcastWatch 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/newsletterSign 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/productpodcastFollow 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-intercomSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/newsletterSign 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/productpodcastFollow 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-intercomSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/newsletterSign 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/productpodcastFollow 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-intercomSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.