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 AI Support at Intercom, talks with Matt Leggett, CX AI & Digital Director at The Access Group, about how support teams can help customers overcome hesitation around AI. They explore the pivotal role simulation, transparency, and education play in turning skeptics into believers and driving AI adoption, and why conversation-first support unlocks faster, more human customer experiences in an AI-first world. Watch this episode on YouTube: Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. Learn more about Pioneer: pioneer.fin.ai Explore Fin: Read customer success stories: Product FAQs: See Privacy Policy at and California Privacy Notice at .

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Building trust in AI, one conversation at a time is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:14:39 long.

This episode was published on Nov 5, 2025.

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