Smooth scaling: How Intercom manages 500+ product launches a year

In this episode of The Ticket , Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success. Watch this episode on YouTube: Follow the people 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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Smooth scaling: How Intercom manages 500+ product launches a year is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:23:53 long.

This episode was published on Sep 25, 2025.

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