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

Hosted by Intercom

TechnologyInterviews guests

Website RSS feed LinkedIn X / Twitter Instagram YouTube

Episodes

486

Latest episode

Feb 2026

Language

About the show

On The Ticket , you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter 🏠 www.intercom.com ]]>

Listen to episodes

60 recent

February 27, 202615 min

Scaling AI Across Support and Sales: Fin Now Sells Itself

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-agent Watch this episode on YouTube: https://youtu.be/rThtx2VcLtQ?si=ePC1XdncDM2FpFbW Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/fred-w-06a41814a/ 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/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

January 29, 202624 min

Getting deep with The 2026 Customer Service Transformation Report

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 people https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/ruthieob/ 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/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

December 19, 202516 min

Fin Conversations Ep5: End of Year Review 2025

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=pxdtQGNN0Ic Follow the people https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/frankamartinovic/ 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/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

December 3, 202534 min

Introducing Fin Meetups: Conversations with AI Leaders

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/id1852609029 Spotify: https://open.spotify.com/show/2Ae5VqOQ0ftClgEI8ltqOq Or wherever you listen to podcasts. If you’d like to join future Fin meetups, subscribe on Luma → https://luma.com/FIN See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

November 14, 202513 min

Voice AI that customers love: How Fin Voice is transforming Credit Repair Cloud's CX

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-ieKNFgw5TJQ Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/rizwansherif/ 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/ Explore Fin Voice: https://fin.ai/voice Connect with us: 🔗 LinkedIn: https://www.linkedin.com/showcase/fin https://www.linkedin.com/company/intercom/ Website: https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

November 5, 202514 min

Building trust in AI, one conversation at a time

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=JVml2GamdzaM0OV9 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/ Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.ai Read customer success stories: https://www.intercom.com/customers Product 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 .

October 31, 202517 min

Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle

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_5URe6yovo 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/ Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.ai Read customer success stories: https://www.intercom.com/customers Product 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 .

October 22, 202514 min

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: https://youtu.be/JQufKRxPKjU?si=BqxKaelTPgijwU5p 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/ Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.ai Read customer success stories: https://www.intercom.com/customers Product 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 .

October 16, 202524 min

Live from Pioneer: AI is handling complexity we never thought it could

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/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

October 15, 202511 min

Fin Conversations Ep4: Fin Procedures in practice

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/procedures Watch this episode on YouTube: https://www.youtube.com/watch?v=4sRen1ty1NU Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/decivory/ 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/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .