Scaling AI Across Support and Sales: Fin Now Sells Itself
Intercom’s Fin has already transformed customer service with 81% automation. Now, it’s moving into sales. Senior Director of AI Support Ruth...
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Inside Intercom Podcast
On the Inside Intercom podcast you will hear the team from Intercom interview makers and do-ers from the worlds of product management, design, startups and marketing.
Episodes
20 of 486 episodesGetting deep with The 2026 Customer Service Transformation Report
The majority of support teams are now using and investing in AI – but only a select group who've gone deep with their implementation are tru...
Fin Conversations Ep5: End of Year Review 2025
In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Custome...
Introducing Fin Meetups: Conversations with AI Leaders
This week we want to introduce you to a new podcast from Intercom - Fin Meetups: Conversations with AI Leaders. Explore the promise and prac...
Voice AI that customers love: How Fin Voice is transforming Credit Repair Cloud's CX
Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with...
Building trust in AI, one conversation at a time
It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of...
Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle
What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Mart...
Live from Pioneer: AI is a long overdue promotion for customer service
AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Cus...
Live from Pioneer: AI is handling complexity we never thought it could
We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too?...
Fin Conversations Ep4: Fin Procedures in practice
Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a...
Inside Pioneer 2025: Exploring what's next for customer experience
Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer...
Smooth scaling: How Intercom manages 500+ product launches a year
In this episode of The Ticket , Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manage...
Lessons from Vanta: Scaling support through trust, education, and AI innovation
In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support,...
Fin Conversations Ep3: The blueprint for scaling AI in customer service
In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent B...
Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service
Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Cl...
Fin Conversations Ep2: Inside The AI Agent Blueprint
We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to h...
Reinventing QA and Training for the AI Era
As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The...
Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates
How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats...
How a “Bot Wrangler” uses AI to scale support without compromise
Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior...
Measuring every conversation: How CX Score is changing the game
CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode,...