The Intercom Blog - Articles on Customer Service, AI, Product Design & more
This Intercom blog post focuses on the adoption of AI-first customer service strategies and the challenges in securing executive buy-in. The post presents several arguments for embracing AI in customer service, highlighting its ability to enhance efficiency and personalization. It emphasizes that “good” CX is no longer sufficient and that AI can help companies stay ahead of the competition by providing faster, more personalized support.
The article also provides insights from industry experts on the future of customer service and the role of AI. The importance of human connection and empathy in customer service is acknowledged, but the authors argue that AI can augment, not replace, human agents by handling routine tasks, freeing them up for more complex interactions. Ultimately, the post advocates for a future where AI acts as a powerful tool to elevate the customer service experience and enable customer service teams to play a more strategic role in achieving broader business goals.
The Ticket: Strategies for getting executive buy-in to adopt AI-first CS
How can you get buy-in for AI-first customer service from your execs? This conversation explores a few strategies for convincing leadership to adopt AI.
Why ‘good’ CX isn’t good enough anymore
Senior Director, Automated and Proactive Support, Intercom
You control your customer experience, not AI
Senior Director, Automated and Proactive Support, Intercom
The Ticket: Shep Hyken on getting ahead of the competition with ex…
Takeaways from Support Driven Expo 2024: Embrace change and…
Customer Service 3 min read
Response Time: Vol. 31
In our latest “Response Time” interview, we ask Scott Donnelly, Customer Operations Enablement Manager at SiteMinder, which movie robot they’d choose as their AI sidekick, what advice they’d give to their peers in the customer service industry, and more.
Senior Manager, Advocacy & Community Marketing, Intercom
AI & Automation 24 min watch
Off Script: Designing the future with AI
Our long-time head of Product Design, Emmet Connolly, explores how AI will transform the way we design and build software, and more fundamentally how we use technology.
Customer Service 4 min read
Response Time: Vol. 30
In our latest “Response Time” interview, we ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, what they can do that a bot will never be able to replicate, and more.
Senior Manager, Advocacy & Community Marketing, Intercom
AI & Automation 18 min read
The ultimate guide to knowledge management in the age of AI
Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.
AI & Automation 20 min watch
Built For You: New AI-first releases for better, faster, more personalized support
In this month’s Built For You broadcast, we’re introducing a number of updates to our AI-first system that will help you deliver better, faster, more personalized support.
Just The Ticket: The latest customer service insights, delivered right to your inbox.
Customer Service 4 min read
Response Time: Vol. 29
In our latest “Response Time” interview, we ask Hilary Lawrence, Customer Support Operations Manager at Agorapulse, what they wish people knew about working in customer service, which celebrity would be great at their job, and more.
Senior Manager, Advocacy & Community Marketing, Intercom
AI & Automation 26 min watch
Off Script: Reinventing customer service with AI
Our VP of AI Fergal Reid talks about the recent history of machine learning, why the direction it’s headed in is so relevant to customer service, and how AI customer service systems will need to be built.
Customer Service 15 min watch
The Ticket: Unlocking customer service’s strategic potential with AI
As AI takes over more manual tasks, customer service teams have the opportunity to play a more strategic role and contribute to achieving broader business goals.
Customer Service 2 min read
Response Time: Vol. 28
In our latest “Response Time” interview, we ask John Wisnieski, Customer Success Operations Manager at ArcSite, about their greatest productivity hack, what they wish people knew about working in CS, and more.
Senior Manager, Advocacy & Community Marketing, Intercom
Customer Engagement 34 min watch
Start Good Trouble: Why go-to-market is the new moat
We talk with Nick Telson-Sillett, the co-founder and CEO of trumpet, about their innovative branding and go-to-market strategy.
GTM Lead, Webinars & Partner Marketing, Intercom