In this episode of "The Ticket," Ruth O'Brien, Senior Director of AI Support at Intercom, hosts Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to discuss Intercom's New Product Introduction (NPI) process. Sean explains the evolution of his role and the importance of centralizing communication and QA to ensure smooth product launches. Beth-Ann highlights the impact of NPI on FIN, Intercom's AI agent, and the human support team, citing examples of successful launches like Insights and the reporting feature overhaul. They emphasize the need for collaboration between product teams and support, using AI-driven data to continuously improve the NPI process. Both guests offer advice to other organizations, stressing the importance of investing in an NPI process, fostering cross-departmental partnerships, and leveraging AI tools like FIN to enhance customer support and product adoption.
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