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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.
Intercom’s Fin has already transformed customer service with 81% automation. Now, it’s moving into sales. Senior Director of AI Support Ruth...
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...
In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Custome...
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 support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with...
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...
What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Mart...
AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Cus...
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?...
Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a...
Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer...
In this episode of The Ticket , Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manage...
In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support,...
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...
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...
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...
As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The...
How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats...
Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior...
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,...
When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John...
Customer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny,...
Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. In this episode, Maxime Manseau, VP o...
Our vision for Fin, Intercom's AI agent, is to answer any question, on any channel, across any platform. With our latest Built For You annou...
As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke tu...
In this episode of The Ticket, Ruth O'Brien, Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton, Senior D...
Anthropic has successfully implemented AI-first strategies to manage customer support more efficiently, allowing human reps to refocus their...
We spoke with Constantina Samara, Head of Customer Support at Synthesia, about how AI is reshaping customer service. She tells Declan Ivory,...
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercom...
In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the b...
This week we're sharing a conversation with Angelo Livanos, who leads support at Lightspeed Commerce, who joined us at Pioneer, our AI custo...
In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team...
In this episode of The Ticket, Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss the critical aspects of select...
In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer s...
John Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, joins Bobby Stapleton, O...
Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to...
Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore ho...
Meet the world's most advanced AI agent for customer service: Fin 2. This latest generation of Fin AI Agent combines our highest resolution...
Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance...
Robert Spector, author of The Century-Old Startup , joins Intercom's VP of Customer Support Declan Ivory to discuss the principles that have...
This week on The Ticket, we're joined by Fred Walton, a conversation designer at Intercom, to discuss the role of conversation designers in...
This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some excit...
In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversati...
In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge...
In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Seni...
Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quali...
Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advo...
Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for get...
Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in...
In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Auto...