In this podcast, Intercom CEO Eoghan McCabe explores how AI is revolutionizing customer service. He discusses two generations of AI agents: the first generation focuses on efficient question-answering bots that operate across various channels, while the second generation aims for proactive, personalized, and even expert AI agents that can outperform humans in specific tasks. McCabe stresses the need for integrated platforms that blend human and AI strengths to deliver the best customer service. He highlights AI's potential to boost efficiency and enrich the customer experience through tailored interactions and expert insights. However, he also raises concerns about potential disruptions, such as consumers using their own AI agents to engage with businesses, which could challenge companies like Intercom.
