How to lead your customer service team into the AI future
Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies.
Listen to this episode:
Apple Podcasts: https://podcasts.apple.com/ie/podcast...
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Chapters:
00:00 The Transformation of Customer Service with AI
06:02 Shifting Workflows: From Tier 1 to Value-Added Work
13:03 Getting Buy-In: Clear Objectives and Involving the Team
17:23 Change Management: Key to Successful AI Implementation
20:14 Testing and Iterating: Ensuring a Positive Customer Experience
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