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 Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and retain talent. They discuss the death of tier-one support, why simulation-based training is essential in an AI-first world, and how the best companies are training not just their humans - but their AI agents too. Watch 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. Say hi LinkedIn: X: See Privacy Policy at and California Privacy Notice at .

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Reinventing QA and Training for the AI Era is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:33:02 long.

This episode was published on Jul 22, 2025.

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