The Ticket: Mapping out the first 90 days with AI-first Customer Service
Inside Intercom
by Liam Geraghty
3d ago
It’s no secret that AI is creating an entirely new way of working for customer service teams. And while the benefits are obvious, embracing a completely new way of working can still feel pretty daunting. The good news is that it doesn’t have to. While teams are becoming increasingly excited about AI’s potential – like its ability to automate away routine tasks and focus on more nuanced, challenging problems – there’s still some uncertainty around how to actually get up and running with the technology. When it comes to AI adoption, there isn’t a one-size-fits-all approach, but there are some st ..read more
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B2B vs B2C product management: How different are they really?
Inside Intercom
by Bethany Clark
3d ago
The art of product management involves a lot of nuance – the role can look very different from company to company, never mind industry to industry. A recurring question in the discipline revolves around the differences between B2B and B2C product management – after all, the problems faced by individual users are usually not very similar to the problems faced by businesses. I’ve been thinking about this topic a lot since I started at Intercom – I had previously spent my entire product management career in the B2C space, so I’ve been learning all about the similarities and differences firsthand ..read more
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Ready to transform your career, customer support leaders?
Inside Intercom
by Ruth O'Brien
3d ago
We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? Until now, you’ve probably spent your days: Constantly putting out fires, moving from one problem to the next. Getting easily sucked into manual tasks, trying to figure out why the backlog is growing, who’s stuck and needs help, where you can reassign tickets and how many times customers have asked the same question. Reacting to your boss and other teams – “Can you give me a report ASAP?” “What feedback are we getting from customers ..read more
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Response Time: Vol. 26
Inside Intercom
by Kate Sugrue
5d ago
You satisfy your customers, but can you satisfy our curiosity? With Steve Tondé, Support Desk Manager at PayShepherd. Please tell us a little bit about your company and what you do there. I’m the Support Desk Manager at PayShepherd, and a significant focus for 2024 will be bringing scalability to the structure and sophistication of our support operation. PayShepherd is a SaaS business specializing in the heavy industry sector, encompassing mining. At PayShepherd, we leverage technology as a catalyst, empowering our clients to engage in transparent conversations with their vendors. What word or ..read more
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Off Script: Into the future with AI-first Customer Service
Inside Intercom
by Davin O'Dwyer
1w ago
AI has ushered in a fundamentally new way of doing customer service, and there’s no going back now. This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. Every major technological breakthrough, from the Industrial Revolution to the invention of the internet, has fundamentally altered the way we live, work, and interact with the world around us. We believe AI will do the same. We’re only a year and a half in, and yet we’ve already seen major transformations in ..read more
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The Ticket: Exploring customer service career paths in the age of AI
Inside Intercom
by Liam Geraghty
2w ago
All jobs naturally change and evolve over time, and technological advances are often the catalyst. The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped.  AI has opened up new opportunities for customer service teams to enhance efficiency and productivity, as well as create fast, high-quality customer experiences. But beyond that, it’s enabling support agents to break through what were previously the “confines” of their roles and explore other areas of impact for their businesses.  ..read more
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AI skepticism is giving way to curiosity among customer service teams
Inside Intercom
by Ruth O'Brien
3w ago
There’s a lot of talk in the customer service industry about support agents feeling “AI anxiety” – there’s a fear around the impact generative AI is going to have on jobs. It’s understandable that change may make some people a little apprehensive, and that’s okay. There’s no doubt that the industry is going through massive disruption. Leaders need to think about how they want to use AI to drive business success. AI will certainly help to cut costs, but we believe its value is felt just as much in the way it enhances customer and team experiences. As we continue to pioneer AI-first Customer Ser ..read more
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The Ticket: Unpacking the impact of AI on CX with PartnerHero’s Mercer Smith
Inside Intercom
by Liam Geraghty
3w ago
In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? A big one. At Intercom, we truly believe that the future of customer service will require a strong alliance between humans and AI. AI excels at managing all of the manual work that previously took up far too much of customer-facing teams’ time. It enhances efficiency and frees up time for humans to focus on complex and value-adding activities. But AI is ..read more
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The Ticket: Moment of truth – Fin AI Copilot in practice
Inside Intercom
by Liam Geraghty
1M ago
Last week, we announced our latest breakthrough innovation: Fin AI Copilot, a personal AI assistant for every support agent. It represents a huge leap forward in the customer service space and will completely change the way support teams work. But what does that change look like in practice? Up until now, support agents have had to spend huge amounts of time sifting through past conversations and documentation across multiple sources to find answers to customers’ questions. It was very manual, and needless to say, not very efficient. Fin AI Copilot changes all of that. Now, instead of having t ..read more
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The ultimate guide to knowledge management in the age of AI
Inside Intercom
by Beth-Ann Sher
1M ago
AI is revolutionizing the customer service industry. Our Customer Service Trends Report 2024 revealed that almost half of customer support teams are currently using AI, with more set to join them this year. The benefits of AI-first Customer Service are incredible: 24/7 availability, multilingual support, major time savings, and fast, efficient resolutions for customers. But behind every great AI-driven support experience, there’s an unsung hero: knowledge management. A comprehensive, well-structured knowledge management system is the power source of the AI machine. Whether you’re using a chatb ..read more
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