Welcome back to "Off Script", a new series of candid conversations with Intercom leaders about the extraordinary AI-driven transformation we’re currently experiencing in the world today.
In our second episode, Paul Adams (Intercom's Chief Product Officer) talks about how AI has raised the bar for what great customer service looks like and what support teams can do to adapt to this new reality.
AI is finally, really, actually here, and it's going to reshape society in ways I doubt we can imagine. It's clear that some areas of the economy are already primed for epic levels of disruption, and customer service is one of these. AI will deliver the holy grail of customer service. Instant, consistent, excellent support for every single customer, 24/7.
This is not just some abstract future we're building towards. It's actually happening today. We have customers who are having over 70% of their inbound support requests answered by our AI agent, Fin. And that's all while maintaining their historical levels of customer satisfaction. Over the past year, as we've built out our AI platform, we're seeing there's a fundamentally new way of doing customer service.
We call it AI-First Customer Service. And this is the future. Paul Adams, at Intercom, who's been building out much of these ideas in this second episode of OffScript, is going to lay this out for us in a way that only Paul can. Enjoy.
And don't forget to subscribe to our channel for the latest episodes.
Chapters
00:00 AI's Impact on Customer Service
03:39 The Pattern of Technological Change
05:00 The Opportunity for Incredible Customer Service
06:35 Customer Service as an Early Adopter of AI
09:29 The AI First Mindset in Customer Service
13:46 Measuring 100% of the Customer Experience
16:21 AI's Progress in Communication with Humans
21:26 The Inevitability of AI First in Business
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Get a free trial of Fin, our breakthrough AI Agent and AI Copilot, here: www.intercom.com/fin
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