Fin x Jam x Vercel meetup: The AI Loop Connecting Support and Engineering
Episode description
Support and engineering teams often sit on opposite sides of the same customer problem, with critical context getting lost in the handoff.
In this Fin x Jam x Vercel fireside chat, leaders from Intercom, Jam, and Vercel explore how AI, collaboration tools, and new team structures are closing that gap.
We unpack what it takes to turn customer conversations into engineering insight without losing speed, empathy, or trust. You’ll hear real stories about proactive support, automated triage, self-healing systems, issue clustering, and why “everyone is on team support” in the AI era.
You’ll walk away with:
• Real stories from teams bridging the divide between CX and engineering
• A model for connecting customer conversations to engineering action
• Practical examples of AI and automation reducing latency between problem and resolution
• Lessons learned from failures, fixes, and the systems that made collaboration click
Speakers:
• Dave Lynch, VP Engineering, Intercom, building Fin
• Matt Rubright, CCO, Jam
• Lindsey Simon, VP Engineering, Vercel
A candid, practical conversation for engineering leaders, support teams, and anyone building AI-powered products.
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