The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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Intercom’s Fin has already transformed customer service with 81% automation. Now, it’s moving into sales. Senior Director of AI Support Ruth O’Brien and Senior AI Conversation Designer Fred W...
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- 6 months ago
15:19
The majority of support teams are now using and investing in AI – but only a select group who've gone deep with their implementation are truly pulling ahead. Bobby Stapleton, Senior Director ...
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- 7 months ago
24:42
In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Customer Support, Intercom, to reflect on a year of rapid ...
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- 8 months ago
16:50
This week we want to introduce you to a new podcast from Intercom - Fin Meetups: Conversations with AI Leaders.Explore the promise and practice of AI, from the leaders building it. Hear conve...
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- 8 months ago
34:46
Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at C...
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- 9 months ago
13:12
It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of AI Support at Intercom, talks with Matt Leggett, CX...
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- 9 months ago
14:39
What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, s...
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- 9 months ago
17:02
AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Si...
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- 10 months ago
14:54
We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too?In this episode, Declan Ivory, VP of Support at Int...
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- 10 months ago
24:09
Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex...
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- 10 months ago
11:15
Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin...
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- 10 months ago
16:54
In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager,...
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- 11 months ago
23:53
In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stapleton, to share how her team blends human...
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- 11 months ago
30:24
In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being...
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- 1 year ago
20:04
Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay’s 15-month rotational program that begins in cus...
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- 1 year ago
27:24
We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation lea...
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- 1 year ago
20:13
As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Interc...
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- 1 year ago
33:02
How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, In...
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- 1 year ago
19:17
Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his ...
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- 1 year ago
28:55
CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Supp...
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- 1 year ago
43:15
When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins I...
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- 1 year ago
30:34
Customer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Inst...
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- 1 year ago
35:14
Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. In this episode, Maxime Manseau, VP of Support at Birdie, joins Intercom's Senior Direct...
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- 1 year ago
38:37
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. J...
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- 1 year ago
18:40
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 wi...
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- 1 year ago
45:18
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...
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- 1 year ago
30:34
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 ...
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- 1 year ago
37:37
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 backgro...
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- 1 year ago
28:16
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercom’s Senior Director of Human Support, Bobby Stapleto...
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- 1 year ago
29:38
In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work, the imp...
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- 1 year ago
28:40
This week we're sharing a conversation with Angelo Livanos, who leads support at Lightspeed Commerce, who joined us at Pioneer, our AI customer service summit. Lightspeed's one-stop commerce ...
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- 1 year ago
28:32
In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Interc...
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- 1 year ago
28:19
In this episode of The Ticket, Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss the critical aspects of selecting and implementing AI agents. In conversation wit...
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- 1 year ago
24:03
In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He talks with Intercom VP of Customer Servi...
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- 1 year ago
34:16
John Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, joins Bobby Stapleton, Our Senior Director of Human Support, to discuss the...
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- 1 year ago
27:43
Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise, things are j...
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- 1 year ago
21:20
Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this e...
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- 1 year ago
29:10
Meet the world's most advanced AI agent for customer service: Fin 2.This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver huma...
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- 1 year ago
43:24
Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance of aligning company culture with customer service....
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- 1 year ago
28:13
Robert Spector, author of The Century-Old Startup, joins Intercom's VP of Customer Support Declan Ivory to discuss the principles that have made US luxury department store chain Nordstrom a l...
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- 1 year ago
28:46
This week on The Ticket, we're joined by Fred Walton, a conversation designer at Intercom, to discuss the role of conversation designers in crafting engaging dialogue flows for chatbots and a...
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- 1 year ago
30:35
This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer serv...
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- 1 year ago
12:50
In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futuris...
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- 1 year ago
21:39
In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge...
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- 2 years ago
21:17
In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey...
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- 2 years ago
21:00
Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from per...
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- 2 years ago
20:34
Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Customer Experience at Dovetail, discusses ...
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- 2 years ago
27:27
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 ...
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- 2 years ago
21:04
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...
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- 2 years ago
24:06
In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Se...
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- 2 years ago
25:50
Description
On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.Follow The Ticket to get the weekly episodes and sign up for our 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/newsletter🏠 www.intercom.com
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