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 Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to rethink ROI beyond cost savings, build systems that keep AI performing at its best, and reimagine team roles, culture, and success metrics 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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Live from Pioneer: AI is a long overdue promotion for customer service is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:14:54 long.

This episode was published on Oct 22, 2025.

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