An AI-first approach: How RB2B created a lean, scalable support system

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

Kandungan disediakan oleh [email protected]. Semua kandungan podcast termasuk episod, grafik dan perihalan podcast dimuat naik dan disediakan terus oleh [email protected] atau rakan kongsi platform podcast mereka. Jika anda percaya seseorang menggunakan karya berhak cipta anda tanpa kebenaran anda, anda boleh mengikuti proses yang digariskan di sini https://ms.player.fm/legal.

9M ago 45:18

MP3•Laman utama episod

As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom's Senior Director of Automated and Proactive Support Ruth O'Brien, Robb details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically – saving the team 132+ hours monthly. He shares practical insights on building customer trust in AI interactions, continuously improving resolution rates through knowledge base optimization, and why support leaders shouldn't wait to embrace AI – offering valuable lessons for teams at any stage of growth.

Watch this episode on YouTube: https://youtu.be/e-MsSQI9bYU?si=9YNQuOBhNRamJKO0

😁 Follow the people:

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/robbclarke/

Newsletters:

Sign up for The Ticket: A 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

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Follow The Ticket podcast:

🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

💻 RSS Feed https://art19.com/shows/inside-intercom

Say hi on 👋

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

X: https://x.com/intercom

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

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

484 episod

#Tech Startups #Business #Tech #Entrepreneur #[email protected]