Inside Intercom Podcast

In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech.Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhgRead a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Advances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success.Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to:Prepare your support teams to work seamlessly with AI and automationSet customer expectations for interacting with AIOptimize your knowledge base for AI bots like FinEnsure proper security and complianceTranscript: https://www.intercom.com/blog/podcasts/preparing-your-cs-team-for-the-age-of-ai-hear-the-latest-thoughts-from-leaders-in-the-space/Learn more about Fin: https://www.intercom.com/finSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future.Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQTranscript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Time for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI.Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL1iCYQzSYSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we had the opportunity to chat with MIT Ph.D. candidate Lindsey Raymond, one of the Stanford University and MIT researchers behind a groundbreaking new study which found that AI boosts customer service team productivity by 14%.Episode transcript: https://www.intercom.com/blog/podcasts/unleashing-productivity-learn-how-ai-boosts-customer-service-team-productivity-by-14-according-to-stanford-and-mit-researchers/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty.Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFsTranscript: https://www.intercom.com/blog/videos/take-your-customers-experiences-from-meh-to-unforgettable-advice-from-cx-consultant-micah-solomon/Follow the people:https://twitter.com/micahsolomonhttps://twitter.com/Liam_GeraghtyYou'll find contact info for Micah on www.micahsolomon.comThe story behind the chirp: Intercom’s notification sound: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

CX executive and author of Blueprint for Customer Obsession Marbue Brown joins us to talk about what distinguishes companies that are truly customer-obsessed from their customer-focused or customer-centric colleagues and how that obsession has driven the success of brands such as Amazon, Costco, Ritz, and more.Watch today's episode: https://www.youtube.com/watch?v=-SDIE9lOjU4Transcript: https://www.intercom.com/blog/videos/how-customer-obsessed-companies-are-coming-out-on-top-insights-cx-executive-marbue-brown/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs.Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience.Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxsRead a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-programs-actionable-advice-from-cx-expert-jim-tincher/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we're joined by Melina Palmer - author of What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics, to talk about the secrets of consumer decisions and how to use behavioral economics to communicate more effectively and boost your bottom line.Watch this episode on YouTube here: https://www.youtube.com/watch?v=A97KQBPBvkgRead a transcript of this episode here: https://www.intercom.com/blog/videos/behavioral-economics-expert-melina-palmer-on-unlocking-the-science-of-consumer-behavior/If you’d like to get a free chapter from both of Melina’s books just go to www.thebrainybusiness.com/intercom See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

To get a better sense of the unique challenges and opportunities that fintech companies face in CX and CS, we’ve reached out to a few Intercom customers who’ve been working tirelessly to create customer experiences that take the industry to another level.In today’s episode, you’ll hear from:Bart Bordallo, Co-Founder and CEO at ZignalyBen Singer, Customer Support Lead and Payment Operations Lead at MettleStuart Sykes, Vice President of Service Operations at ZilchYou'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/the-great-differentiator-how-fintech-companies-are-prioritizing-great-customer-service/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Last week we decided to host a webinar to answer all your burning questions about Fin - our new ChatGPT-powered bot: Does it really work? Will it replace customer service reps? And how should support teams prepare to incorporate this new technology?On today's show you'll be hearing the answers to those questions by Des Traynor, Intercom Co-founder and Chief Strategy Officer, Fergal Reid, Director of Machine Learning and Emmet Connolly, VP of Product Design.If you'd like to watch the full webinar complete with live demo and Q&A, you'll find that here: https://www.youtube.com/watch?v=c86pJWtU7r4&t=2075sToday's episode is hosted by Catherine Brodigan, Senior Manager of Global Partnerships.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we caught up with CX expert and author Jon Picoult to discuss the cognitive science behind great CX and the strategies you can use to create unforgettable impressions that drive customer loyalty.You can also watch this episode on YouTube here: https://www.youtube.com/watch?v=NATALdpXwdQOr read a full transcript here: https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The world of AI is moving fast, and here at Intercom, we're helping set that pace. Today, we're delighted to introduce Fin, our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology and fine-tuned for customer support.In today's episode of the podcast, Intercom Co-founder and CSO Des Traynor and our Director of Machine Learning, Fergal Reid, sit down to discuss our new AI chatbot, how we built it, what it does, and what the next steps look like for this remarkable breakthrough.Learn more about Fin, Intercom's new AI chatbot, here: https://www.intercom.com/blog/videos/meet-intercoms-new-ai-chatbot/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

To dig a little deeper into the business use cases of GPT we're joined by Ethan Kurzweil, Intercom board member and Partner at Bessemer Venture Partners, Fergal Reid, our own Director of Machine Learning, Krystal Hu, VC and Startups Reporter at Reuters and Talia Goldberg, Partner at Bessemer Venture Partners.They ask is this wave of innovation any different from past waves? Will it transform the way we work and the way businesses interact with customers and prospects? Can it spark a new generation of startups?Transcript: https://www.intercom.com/blog/videos/the-gpt-effect-a-new-era-of-customer-service/Watch a video of this podcast: https://youtu.be/tB4yeblrSMASee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us.Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-service/Watch the video: https://youtu.be/XgV4A-iStO4See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week we sat down to have a conversation with OpenAI's ChatGPT – our first-ever synthetic guest. ChatGPT remained composed, professional, surprisingly witty, and nothing less than fascinating.And no offence to all our amazing human guests over the years, but we were very excited to find out what this particular interviewee had to say for itself. From its famous hallucinations to what it talks about when out in a bar with some of its fictional AI pals like HAL 9000, ChatGPT was (mostly) happy to discuss it all.Transcript: https://www.intercom.com/blog/videos/intercom-interviews-chatgpt/For the purposes of this podcast we gave ChatGPT a bit of presentational assistance – bringing its answers to life with the help of Murf's audio generation. But the answers, insights and sentiments are all ChatGPT's.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Retail industry expert Joel Bines joins us on the show to talk about his book The Metail Economy: Six Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution. We chat about the 'me-centric' revolution and what that means for retail.Transcript:See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom's Emmet Connolly, VP of Product Design, Molly Mahar, Staff Product Designer in the Machine Learning team and Gustavs Cirulis, Senior Principal Product Designer sit down for a conversation about large language models (LLMs) like ChatGPT, and how they will shape the role of a product designer in the years to come.Transcript: https://www.intercom.com/blog/podcasts/product-design-ai-chatgpt/Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things ChatGPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces.Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/Watch a video of this episode here: https://www.youtube.com/watch?v=-hBhLoBeQUURead a transcript here: https://www.intercom.com/blog/podcasts/intercom-on-product-ai-chatgpt-customer-service/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom Co-Founder Des Traynor and Director of Machine Learning Fergal Reid return for round two on ChatGPT – this time to share what we’ve learned in the past weeks of our experiment in harnessing the AI revolution in customer service, where we’re going next, and how it has changed our perception of what’s possible in this space.Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/ai-intercom-inbox/Watch a video of this episode here: https://www.youtube.com/watch?v=ARHR1ZSmxuU&t=3sSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.