Intercom's Director of Automated and Proactive Support Ruth O'Brien caught up with HubSpot’s Director of Customer Support for EMEA Noel O’Reilly to chat about how AI and automation are affecting customer service today and HubSpot’s AI strategy for support in the year to come. Watch on YouTube: https://www.youtube.com/watch?v=0S-vS-QVuTU Transcript: https://www.intercom.com/blog/videos/hubspot-noel-oreilly-ai-customer-support-strategy We'd love to hear your thoughts on the podcast and what you'd ...
Sep 28, 2023•46 min•Ep. 403
Today we sit down to talk with the legendary Professor Leonard Berry to talk about his book 'On Great Service' and his framework for improving service quality. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. Watch this episode: https://www.youtube.com/watch?v=6sjF8PNTyPQ Read a transcript: https://www.intercom.com/blog/videos/leonard-berry-customer-service-ex...
Sep 21, 2023•22 min•Ep. 402
In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Sep 14, 2023•39 min•Ep. 401
In this episode, Intercom’s VP of Product Design Emmet Connolly catches up with Elizabeth McGuane, UX Director at Shopify, to talk about her love of words, incorporating semantic concepts into the design process, and the importance of building a shared language. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Sep 07, 2023•42 min•Ep. 400
In this episode, our Senior Director of Machine Learning, Fergal Reid , joins Emmet Connolly , our VP of Product Design, to take superintelligence head-on – the knowns and the unknowns, from the ethics to the threats and the challenges of regulation. Watch on YouTube: https://www.youtube.com/watch?v=KYBQzO2u1Xs Read a transcript: https://www.intercom.com/blog/videos/the-emergence-of-superintelligent-ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19...
Aug 31, 2023•50 min•Ep. 398
In this episode we chat with AI guru Andrew Louder about selecting and implementing the right AI tools for your business. Watch on YouTube: https://youtu.be/YSf2O0EEZBg Transcript: https://www.intercom.com/blog/videos/unlocking-productivity-with-ai-andrew-louder See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Aug 24, 2023•23 min•Ep. 397
We're joined by Behnam Tabrizi - author of 'Going on Offense: A Leader’s Playbook for Perpetual Innovation'. Behnam shares insights on how to create a culture of perpetual innovation that will allow organizations to adapt to new environments and seize new markets. Watch on YouTube: https://www.youtube.com/watch?v=k2lQn6DEU5s Transcript: https://www.intercom.com/blog/videos/behnam-tabrizi-on-innovative-companies See Privacy Policy at https://art19.com/privacy and California Privacy Notice at http...
Aug 17, 2023•23 min•Ep. 396
We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward. Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNE Read a transcript: https://www.intercom.com/blog/videos/customer-service-expert-chip-bell/ See Privacy Policy at https://art19.com/privacy and California...
Aug 10, 2023•23 min•Ep. 395
In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer centricity can be a motor of innovation – and how understanding the customer’s needs, wants, and preferences will pave the way for businesses to flourish. Watch this episode on YouTube: https://www.youtube.com/watch?v=QqZKIBUW8Lk Transcript: https://www.intercom.com/blog/videos/cx-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/ See Privacy Policy at ht...
Aug 02, 2023•22 min•Ep. 394
Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sat down with Intercom Senior Director of Product Management Michelle Fitzpatrick in this archive episode from 2018 to share her tips for staying close to customers, parsing feedback and prioritization at scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 27, 2023•31 min•Ep. 393
In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if and how AI is changing people’s feelings toward chatbots. Transcript: https://www.intercom.com/blog/podcasts/what-happens-when-customers-meet-chatbots-discussing-our-latest-research-on-ai-in-customer-service/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 20, 2023•16 min•Ep. 392
We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to seize the transformative potential of AI. Transcript: https://www.intercom.com/blog/podcasts/ai-educator-kavita-ganesan-on-uncovering-ai-opportunities-in-your-business/ You can find more info on Kavita here: https://kavita-ganesan.com/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 13, 2023•18 min•Ep. 391
Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, joins us to answer that question via his AI joke generator - Witscript. Transcript: https://www.intercom.com/blog/videos/two-ai-chatbots-walk-into-a-bar-tv-writer-joe-toplyn-on-teaching-chatbots-to-crack-jokes/ Watch the video: https://www.youtube.com/watch?v=fST9pkq-Og4 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do...
Jul 06, 2023•21 min•Ep. 390
When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part of the team not to. On today's episode VP of Product Design, Emmet Connolly, and our VP of Corporate Marketing, Alyssa Smrekar tell the story of how you go about naming a chatbot. Transcript: https://www.intercom.com/blog/podcasts/becoming-fin-the-story-behind-the-name-of-our-ai-chatbot/ Meet Fin: https://www.intercom.com/fin See Privacy Policy at https://art19.com/privacy and ...
Jun 29, 2023•13 min•Ep. 389
In our latest report n - The State of AI in Customer Service 2023 , we dive into the top five trends transforming customer service. From preparing a seamless implementation of AI that can drive the customer experience to guiding your team through the transition — this may be a time of concerns and challenges, but it's also one ripe with opportunities. The sooner you get in, the greater chance to win a competitive edge. And that’s why today, we’ve invited three people to join us on the podcast to...
Jun 22, 2023•38 min•Ep. 388
In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk about simple strategies that can transform customers "from hateful to grateful". Watch this episode: https://www.youtube.com/watch?v=_wiPKiD7q9w Transcript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jun 15, 2023•23 min•Ep. 387
In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly , our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech. Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhg Read a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/ See Pri...
Jun 08, 2023•59 min•Ep. 386
Advances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success. Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to: Prepare your support teams to work seamlessly with AI and automation Set customer expectations for interacting with AI Optimize your knowledge base fo...
Jun 01, 2023•28 min•Ep. 385
Des Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future. Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQ Transcript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://ar...
May 25, 2023•27 min•Ep. 384
Time for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI. Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/ You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL1iCYQzSY See Pr...
May 17, 2023•43 min•Ep. 383
In today’s episode, we had the opportunity to chat with MIT Ph.D. candidate Lindsey Raymond , one of the Stanford University and MIT researchers behind a groundbreaking new study which found that AI boosts customer service team productivity by 14%. Episode transcript: https://www.intercom.com/blog/podcasts/unleashing-productivity-learn-how-ai-boosts-customer-service-team-productivity-by-14-according-to-stanford-and-mit-researchers/ See Privacy Policy at https://art19.com/privacy and Califor...
May 11, 2023•10 min•Ep. 382
On this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty. Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFs Transcript: https://www.intercom.com/blog/videos/take-your-customers-experiences-from-meh-...
May 04, 2023•26 min•Ep. 381
CX executive and author of Blueprint for Customer Obsession Marbue Brown joins us to talk about what distinguishes companies that are truly customer-obsessed from their customer-focused or customer-centric colleagues and how that obsession has driven the success of brands such as Amazon, Costco, Ritz, and more. Watch today's episode: https://www.youtube.com/watch?v=-SDIE9lOjU4 Transcript: https://www.intercom.com/blog/videos/how-customer-obsessed-companies-are-coming-out-on-top-insights-cx-execu...
Apr 27, 2023•26 min•Ep. 380
In today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs. Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxs Read a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-programs-actio...
Apr 20, 2023•26 min•Ep. 379
In today’s episode, we're joined by Melina Palmer - author of What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics , to talk about the secrets of consumer decisions and how to use behavioral economics to communicate more effectively and boost your bottom line. Watch this episode on YouTube here: https://www.youtube.com/watch?v=A97KQBPBvkg Read a transcript of this episode here: https://www.intercom.com/blog/videos/behavioral-economics...
Apr 13, 2023•26 min•Ep. 376
To get a better sense of the unique challenges and opportunities that fintech companies face in CX and CS, we’ve reached out to a few Intercom customers who’ve been working tirelessly to create customer experiences that take the industry to another level. In today’s episode, you’ll hear from: Bart Bordallo, Co-Founder and CEO at Zignaly Ben Singer, Customer Support Lead and Payment Operations Lead at Mettle Stuart Sykes, Vice President of Service Operations at Zilch You'll find a full transcript...
Apr 06, 2023•15 min•Ep. 378
Last week we decided to host a webinar to answer all your burning questions about Fin - our new ChatGPT-powered bot: Does it really work? Will it replace customer service reps? And how should support teams prepare to incorporate this new technology? On today's show you'll be hearing the answers to those questions by Des Traynor, Intercom Co-founder and Chief Strategy Officer, Fergal Reid, Director of Machine Learning and Emmet Connolly, VP of Product Design. If you'd like to watch the full webin...
Mar 30, 2023•26 min•Ep. 377
In today’s episode, we caught up with CX expert and author Jon Picoult to discuss the cognitive science behind great CX and the strategies you can use to create unforgettable impressions that drive customer loyalty. You can also watch this episode on YouTube here: https://www.youtube.com/watch?v=NATALdpXwdQ Or read a full transcript here: https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice a...
Mar 23, 2023•27 min•Ep. 375
The world of AI is moving fast, and here at Intercom, we're helping set that pace. Today, we're delighted to introduce Fin, our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology and fine-tuned for customer support. In today's episode of the podcast, Intercom Co-founder and CSO Des Traynor and our Director of Machine Learning, Fergal Reid, sit down to discuss our new AI chatbot, how we built it, what it does, and what the next steps look like for this re...
Mar 14, 2023•24 min•Ep. 374
To dig a little deeper into the business use cases of GPT we're joined by Ethan Kurzweil, Intercom board member and Partner at Bessemer Venture Partners, Fergal Reid, our own Director of Machine Learning, Krystal Hu, VC and Startups Reporter at Reuters and Talia Goldberg, Partner at Bessemer Venture Partners. They ask is this wave of innovation any different from past waves? Will it transform the way we work and the way businesses interact with customers and prospects? Can it spark a new generat...
Mar 09, 2023•1 hr 2 min•Ep. 373
