Mapping out the first 90 days with AI-first Customer Service
This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way.
🗂️ Chapters
00:00 Getting Started with AI in Customer Support
01:51 Selecting the Right Test Group
03:11 Insights and Learnings from Initial Testing
04:39 Building a Comprehensive Knowledge Base
06:06 Challenges in Filling Content Gaps
08:16 Pivoting and Adapting the AI Strategy
10:32 Expanding AI's Value in the Customer Journey
12:53 Evolving Roles and Initiatives in Customer Service
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