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 Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From introducing new roles like conversation designers and AI ops managers, to keeping customer experience front and center, and rethinking support economics to prove long-term business value, it’s a candid look at what it really takes to scale AI in customer service. Watch this episode here: Read the AI Agent Blueprint here: 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. Follow The Ticket podcast: Apple Podcasts Spotify: YouTube: RSS Feed Say hi: LinkedIn: X: See Privacy Policy at and California Privacy Notice at .

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Fin Conversations Ep3: The blueprint for scaling AI in customer service is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:20:04 long.

This episode was published on Aug 25, 2025.

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