The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

From siloed to seamless: What it really takes to unify the customer journey

The Future of Customer Experience Starts with Smarter Listening

The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)

Built For You Spring '25: Fin Can Now See, Speak, and Take Action

An AI-first approach: How RB2B created a lean, scalable support system

Navigating a new era of AI-first customer service

Why Anthropic chose Fin to transform their customer support

This podcast episode interviews Emily Lampert, Head of Product Support at Anthropic, about their AI-first customer support strategy using Intercom's FIN. The discussion covers challenges in scaling support for diverse user bases (free vs. paid, product variations), the decision to partner with Intercom instead of buil...

AI, psychology, and the future of customer support: Insights from Synthesia's Head of Support

Scaling Customer Support with AI: Nuuly’s Winning Formula

This interview podcast features Natalie Hurst, Director of Customer Support at Nuuly, discussing her company's experience integrating AI into its customer service strategy. The conversation begins with introductions and background information on Nuuly, a clothing rental subscription service, and Natalie's career path....

A Day in the Life of a Support Operations Analyst

The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce

The Four Pillars of CX: A deep dive into what makes for great customer experiences

In this episode of "The Ticket," the conversation centers on the four key pillars of customer experience: team, tools, process, and feedback. These elements are vital for delivering outstanding customer service and fostering business growth. The hosts kick off the discussion by highlighting the significance of these pi...

Off Script: Brian Eno and Stephen Fry take on AI

In this episode of "The Ticket" podcast, Brian Eno and Stephen Fry dive into the transformative power of AI. They explore its limitations but also highlight its vast potential, likening its influence to that of money in shaping our world. While they raise valid concerns about AI's lack of transparency and the risk of m...

Building the perfect fit: AI integration lessons from ScreenCloud

Putting people first: Nick Clark on how to design AI support for the customer

Lessons from Amazon: How to practice "Big Bet Leadership"

Off Script: Imagining the next era of customer service

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 exper...

Pioneer: Highlights from Intercom's first ever AI customer service summit

In this podcast episode, we dive into the key moments from Intercom's Pioneer AI customer service summit. The spotlight is on Fin, Intercom's latest AI agent, which boasts an impressive 51% average resolution rate for all customers. It also features a controlled rollout option, allowing for flexible testing and deploym...

Fin 2: The Next Generation of AI-First Customer Service

In this podcast episode, we introduce Fin 2, Intercom's cutting-edge AI customer service agent. The speaker highlights Fin 2's impressive 51% average resolution rate across all customers, showcasing its effectiveness in frontline support and allowing human agents to focus on more complex tasks. Key enhancements include...

How strong company culture leads to high customer satisfaction