Strategies for getting executive buy-in to adopt AI-first CS
Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail.
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Chapters:
00:00 Introduction and Setting the Topic
01:30 Understanding the Mindset of Executives
04:24 AI's Role in Customer Support Across Industries
05:23 Workflow Before AI Introduction
08:08 Getting Buy-In from Executives: Trial, Test, and Data
10:27 Involving the Support Team in AI Implementation
11:23 Data-Driven Decision-Making and Metrics
14:34 Scaling Support Operations with AI
16:27 The Future of Customer Support
19:19 Support Teams as the Voice of the Customer
19:47 Conclusion and Wrap-Up
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