The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Intercom’s Fin has already transformed customer service with 81% automation. Now, it’s moving into sales. Senior Director of AI Support Ruth O’Brien and Senior AI Conversation Designer Fred Walton unpack how Fin Sales Agent qualifies leads, grows pipeline, drives revenue, and creates a seamless, unified customer journey - without exposing internal silos.Learn more: https://fin.ai/fin-sales-agentWatch this episode on YouTube: https://youtu.be/rThtx2VcLtQ?si=ePC1XdncDM2FpFbWFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/fred-w-06a41814a/NewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The majority of support teams are now using and investing in AI – but only a select group who've gone deep with their implementation are truly pulling ahead. Bobby Stapleton, Senior Director of Human Support at Intercom, sits down with Ruth O’Brien, Senior Director of AI Support at Intercom, to unpack the key findings from "The 2026 Customer Service Transformation Report." Together, they explore how deeper AI integration is driving measurable ROI, reshaping support roles, and freeing teams to focus on higher-value, more consultative work. For all the insights, download the full report here: https://www.intercom.com/blog/customer-service-transformation-report-2026/Follow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/ruthieob/NewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Customer Support, Intercom, to reflect on a year of rapid change for Intercom’s support team. They discuss how AI has shifted support from a reactive function to a consultative, revenue-driving motion, what it takes to scale human support alongside high automation, and the challenges of retaining knowledge while teams evolve. A candid look at what an AI-first support transformation really feels like from the inside.Watch the video here: https://www.youtube.com/watch?v=pxdtQGNN0IcFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/frankamartinovic/NewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week we want to introduce you to a new podcast from Intercom - Fin Meetups: Conversations with AI Leaders.Explore the promise and practice of AI, from the leaders building it. Hear conversations from founders, engineering, product and customer service leaders, as they discuss the key opportunities and challenges of the AI era.Episode 1 is our Fin x LangChain meetup in Amsterdam, where Fergal Reid, Chief AI Officer, Intercom, building Fin and Marco Perrini, Deployed Engineer, LangChain, shared how Fin evolved from hand-coded experiments to a complex, multi-model system powered by LangGraph.Make sure to follow Fin Meetups: Conversations with AI Leaders:Apple Podcasts: https://podcasts.apple.com/us/podcast/fin-meetups-conversations-with-ai-leaders/id1852609029Spotify: https://open.spotify.com/show/2Ae5VqOQ0ftClgEI8ltqOqOr wherever you listen to podcasts.If you’d like to join future Fin meetups, subscribe on Luma → https://luma.com/FINSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at Credit Repair Cloud, to discuss how Fin Voice has transformed their phone support through instant, 24/7 responses. They also discuss building trust when handling sensitive data, what goes into delivering consistently good omnichannel experiences, and the power of multilingual AI to serve every customer no matter where they are in the world.Watch this episode on YouTube: https://youtu.be/nlPvtM7fRAo?si=vEFD-ieKNFgw5TJQFollow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/rizwansherif/NewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Explore Fin Voice: https://fin.ai/voiceConnect with us:🔗 LinkedIn: https://www.linkedin.com/showcase/finhttps://www.linkedin.com/company/intercom/Website: https://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of AI Support at Intercom, talks with Matt Leggett, CX AI & Digital Director at The Access Group, about how support teams can help customers overcome hesitation around AI. They explore the pivotal role simulation, transparency, and education play in turning skeptics into believers and driving AI adoption, and why conversation-first support unlocks faster, more human customer experiences in an AI-first world.Watch this episode on YouTube: https://youtu.be/18YaX3IjtIE?si=JVml2GamdzaM0OV9NewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Learn more about Pioneer: pioneer.fin.aiExplore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/helpSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, sits down with Rati Zvirawa, Director of Product Management at Intercom, to discuss the bold vision behind this reality we're moving towards with Fin. They discuss how a Customer Agent removes friction from the customer journey, the opportunities this unlocks for CX leaders, and why the companies leaning in early are gaining a powerful competitive edge.Watch this episode on YouTube: https://youtu.be/n1zKLUphn2c?si=cZtofh_5URe6yovoNewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Learn more about Pioneer: pioneer.fin.aiExplore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/helpSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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: https://youtu.be/JQufKRxPKjU?si=BqxKaelTPgijwU5pNewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/help See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too?In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of customer experience is being reshaped and what this shift means for leaders, human teams, and the trust customers place in AI.Watch this episode on YouTube:Follow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/natalie-hurst-8a1712b/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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution rates to improved CSAT.Learn more about Procedures here: https://fin.ai/proceduresWatch this episode on YouTube: https://www.youtube.com/watch?v=4sRen1ty1NUFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/NewsletterSign 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. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.