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AI is revolutionizing customer service as we know it, and businesses that seize this moment will lead the charge into the future. Let’s put it this way: when we first got into this business in 2011, online customer service wasn’t exactly thrilling. The landscape was a bit stagnant, there was very little energy, and plenty […]
A car owner in China who was so shocked to find that a second-hand Tesla Model 3 – which he bought for 101,000 yuan (US$14,000) – would not charge, he staged a protest by towing it down the street pulled by an ox. Many netizens were left stunned by the response of the unidentified man […]
Almost certainly, at some point, those working shift work, or in other jobs where timesheets need to be kept, have been told by some manager not to “bother” reporting time that they worked over their shift because it’s “inconvenient” for them to report it. Sometimes, this comes in the form of being told that it […]
You satisfy your customers, but can you satisfy our curiosity? With Kelly Burnette, Classroom Success Manager at Writable from HMH. Please tell us a little bit about your company and what you do there.Writable builds lifelong writing and reading skills for students in grades 3-12. We are now a part of HMH, and our team […]
Email is an essential channel for support, but email conversations lead to slower resolutions for customers when compared with synchronous channels like live chat. With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50% […]
Hear all the highlights from Pioneer, our first ever AI customer service summit. Last week, we hosted our Pioneer summit in London. The day-long event brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from: Intercom Co-founder and […]
We’ve just hosted our inaugural AI customer service summit, Pioneer, and there are so many incredible insights and stories to share. Thousands of customer service and tech enthusiasts joined us, both in person in London and online via livestream, to explore how AI is transforming the support space. The energy and excitement was evident through […]
We spoke with Constantina Samara, Head of Support at Synthesia, about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI. In just four months, the number of Synthesia’s customers seeking support on a monthly basis […]
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her motivation for adopting AI in customer service, the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service. Nuuly has been a long-time Intercom […]
We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce, about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction. Since implementing Intercom’s Fin AI Agent, the Lightspeed team […]