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

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/

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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/

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LinkedIn: https://www.linkedin.com/company/intercom/
X: https://x.com/intercom

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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.

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.

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.

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.