Intercom
Intercom
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Building the future of AI-first customer service
This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivia Singarella and Staff Product Manager Alissa Tyrangiel discuss some exciting news for the future of AI-first customer service.
Watch our latest Built For You episode here: ua-cam.com/video/xTAzvif5fzw/v-deo.html
🗂️ Chapters
00:00 Introduction and Overview
01:00 Intercom's AI-First Approach
06:09 The Knowledge Hub
10:11 Fin AI Agent Integration with Email
13:52 Reporting Capabilities
16:11 Future Updates
😁 Follow the people:
www.linkedin.com/in/bobbystapleton/
www.linkedin.com/in/olivia-witte-singarella-66458b33/
www.linkedin.com/in/alissatyrangiel/
Follow our podcast:
🍏 Apple Podcasts podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
🎧 open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
🎥 ua-cam.com/play/PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF.html
💻 RSS Feed art19.com/shows/inside-intercom
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. 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.
inter.com/productpodcast
Say hi on 👋
Twitter: intercom
LinkedIn: www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: www.intercom.com/support-for-agents/ai-copilot
www.intercom.com
Переглядів: 78

Відео

Built For You: June 2024 - An Intercom Product Broadcast
Переглядів 37313 годин тому
Built for You is Intercom’s live broadcast series where we talk about what we just shipped and what’s coming next. We’ll also use it to keep you up to speed on the big picture thinking behind what we’re building. In this broadcast we share news about some major new upcoming releases for Fin AI Agent, the bot that talks directly to your customers and resolves their problems. And also news about ...
How to roll out Fin AI Copilot to your team
Переглядів 2613 годин тому
In this lesson, we'll take you behind the scenes of our rollout of Fin AI Copilot at Intercom. We'll share the exact steps we followed and give you some great tips for making the rollout process smooth for your team. Plus, you'll hear from two of our customers who were part of the Copilot beta testing phase. They'll share their firsthand experiences and insights on how they integrated Copilot i...
How to report on Fin AI Copilot
Переглядів 2213 годин тому
Now that you've set up Fin AI Copilot and seen it in action, it's time to dive into its performance and see how your team has been using it. In your reporting, you can view insights from each conversation Copilot was involved in. You can also see how many questions it answered, which agents are using it the most, and much more. The new age of customer service is AI-first. #intercom
How to set up Fin AI Copilot
Переглядів 2413 годин тому
Fin AI Copilot is easy to enable and can be set up to search for the perfect answer through many resources, like past conversations, internal and external articles, websites and more. Just sync your high quality knowledge content with Copilot and watch it go! The new age of customer service is AI-first. #intercom
How to best use Fin AI Copilot as an agent
Переглядів 3113 годин тому
Fin AI Copilot is not another thing you need to do; it's a game-changer for your workflow. It's going to automate and simplify processes that previously slowed you down from getting through your workload. No more switching between tabs and resources - both internal and external - to find the right information or skimming through old conversations to find a relevant solution. Quicker and more ac...
Introduction to Fin AI Copilot
Переглядів 5713 годин тому
Meet Fin AI Copilot, your team's new AI assistant! It can be used in all conversations, and is always ready to answer your questions accurately. Say hello to being able get the right answer within seconds from the same window and goodbye to wasting time switching between tabs, windows and countless resources. A true game-changer for your workflows! The new age of customer service is AI-first. #...
Introduction to knowledge management in Intercom
Переглядів 1913 годин тому
For AI, teammates, or customers, Knowledge Hub is where you handle your help content in Intercom. Upload, control, manage and optimize your content all from one centralized place and ensure accurate answers and invaluable customer experiences. The new age of customer service is AI-first. Learn more at www.intercom.com. #intercom
How to add & enable knowledge sources in Intercom
Переглядів 1813 годин тому
You can enable a wide variety of knowledge sources in Intercom. Use Knowledge Hub to create public & internal articles, upload documents, and allow Fin AI Copilot to learn from your team's conversation history. The new age of customer service is AI-first. Learn more at www.intercom.com. #intercom
How to control & update your knowledge sources in Intercom
Переглядів 1413 годин тому
Manage & control all your support content in Knowledge Hub, so when Fin, your customers, or you are are looking for an answer, it’s always the right one. The new age of customer service is AI-first. Learn more at www.intercom.com. #intercom
Conversation tags vs attributes explained
Переглядів 7118 годин тому
Ever wondered about the differences between conversation tags and attributes and how they can be used? Our quick video explains their use cases and shows you when and how to use each to easily find and organize conversation information. Using both effectively can greatly improve your organization, ensuring you always stay on top of your customer interactions! The new age of customer service is ...
Intercom Off Script - Episode 3: Reinventing customer service with AI
Переглядів 1,1 тис.День тому
Welcome back to "Off Script", a new series of candid conversations with Intercom leaders about the extraordinary AI-driven transformation we’re currently experiencing in the world today. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide cu...
Off Script: Episode 3 Teaser. A new series of candid conversations with Intercom leaders.
Переглядів 135День тому
The third episode of our new series Off Script drops on the 20th of June. Subscribe to this playlist to be the first to see it. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine...
Unlocking customer service's strategic potential with AI
Переглядів 22714 днів тому
Unlocking customer service's strategic potential with AI
How to exclude time spent in bot inbox from SLA targets
Переглядів 9414 днів тому
How to exclude time spent in bot inbox from SLA targets
How to boost engagement with 2-way SMS in Intercom
Переглядів 9114 днів тому
How to boost engagement with 2-way SMS in Intercom
How to use Intercom reporting
Переглядів 11614 днів тому
How to use Intercom reporting
How to automate customer journeys with Intercom Series
Переглядів 19214 днів тому
How to automate customer journeys with Intercom Series
How to streamline customer support with Intercom tickets
Переглядів 12214 днів тому
How to streamline customer support with Intercom tickets
Shep Hyken on getting ahead of the competition with exceptional CX
Переглядів 16121 день тому
Shep Hyken on getting ahead of the competition with exceptional CX
How to configure Fin AI Agent’s behaviour
Переглядів 39121 день тому
How to configure Fin AI Agent’s behaviour
Introduction to Fin AI Agent
Переглядів 37021 день тому
Introduction to Fin AI Agent
How to prepare your customer support content for AI - Images & video
Переглядів 13421 день тому
How to prepare your customer support content for AI - Images & video
How to prepare your customer support content for AI - Rich formatting
Переглядів 10021 день тому
How to prepare your customer support content for AI - Rich formatting
How to prepare your customer support content for AI - Restate questions
Переглядів 11221 день тому
How to prepare your customer support content for AI - Restate questions
How to prepare your customer support content for AI - Avoid ambiguity
Переглядів 15821 день тому
How to prepare your customer support content for AI - Avoid ambiguity
Making the jump from B2C to B2B product management
Переглядів 30028 днів тому
Making the jump from B2C to B2B product management
Evolving your support org to thrive in the AI era
Переглядів 214Місяць тому
Evolving your support org to thrive in the AI era
Mapping out the first 90 days with AI-first Customer Service
Переглядів 326Місяць тому
Mapping out the first 90 days with AI-first Customer Service
How to stop closed conversations reopening with new questions
Переглядів 299Місяць тому
How to stop closed conversations reopening with new questions

КОМЕНТАРІ

  • @Buy_YouTube_Views_a048
    @Buy_YouTube_Views_a048 День тому

    Thumbs up if you've lost count of how many times you've watched this video!

  • @TheEamonKeane
    @TheEamonKeane 9 днів тому

    This is brilliant. Keep em coming

  • @charaf98
    @charaf98 Місяць тому

    Thank you!!! very efficient system

  • @Emprende12454
    @Emprende12454 Місяць тому

    No hay versión para México? Y tienen un plan de instaciones ilimitadas en páginas web?

  • @Notklon
    @Notklon Місяць тому

    Мои подключения.

  • @Emprende12454
    @Emprende12454 Місяць тому

    intercom se puede utilizar ilimitadamente en los sitios web que yo haga y de mis clientes ó cuantas licencias me dan?

  • @contentforclosers
    @contentforclosers Місяць тому

    Ai has destroyed on of my verticals and created another. I read a book title "Conversations with My Creator" By Bruce P. Hood and it was as mind blowing as this video.

  • @raymond_luxury_yacht
    @raymond_luxury_yacht Місяць тому

    Customer service is dead because you will just ask your local ai to solve the problem and it will go off and find the answers and action them. The future is providing database of answers that are ai ready data formats or embeddings to query. The web is dead. If you want I do just query the database of a knowledge provider . Publishing content will be sending embedding data to something g like what Google is now. Revenue can work if your data is used or high quality and it's access tracked. Thank god I won't have to struggle with CSS or scratch around on forums to find answers . Just ask and you shall receive. Oh and the ai will present the answer ina suitable format like a generated video or podcast or webpage that with images all dynamically generated to suit the content. Implications? Trusted and accurate data sources. Who is that? Blockchain identified sources. Can't wait

  • @laurenaholliday
    @laurenaholliday Місяць тому

    I love Intercom's marketing and UX, the copywriting, the blog -- basically everything -- which I never tend to say about any online entity today. With that being said, I thought for sure your video embed was going to be a LOL, highly personable video type of ad -- think Webflow or better yet, HubSpot, eg: ua-cam.com/video/Lt8p0_Cp76c/v-deo.html It wasn't though. Maybe that's why the 0.01% ER? That's my two cents anyway.

  • @CZIprodnext
    @CZIprodnext Місяць тому

    Would you be open to share the soundtrack used for the opening and closing?

  • @nocucksinkekistan7321
    @nocucksinkekistan7321 Місяць тому

    Learn to make good stuf

  • @KyawNaing-tf6bv
    @KyawNaing-tf6bv Місяць тому

    ❤❤❤

  • @jasonries2380
    @jasonries2380 2 місяці тому

    Intercomrades? You folks at Intercom should be ashamed of yourselves; this is pathetic!

  • @d.robertshaw
    @d.robertshaw 2 місяці тому

    Looks amazing! 👏

  • @nocucksinkekistan7321
    @nocucksinkekistan7321 2 місяці тому

    learn to make a good product

  • @DavidNolan-dt8vb
    @DavidNolan-dt8vb 2 місяці тому

    Excited to see Fin intelligently connect to third party systems in the future, that will be a powerful feature! Cool Product Broadcast, props to the presenters

  • @pennygray4653
    @pennygray4653 2 місяці тому

    🚀So inspiring! I can't believe I get to work with you people! 😅🧠

  • @samanthapostlethwaite9485
    @samanthapostlethwaite9485 2 місяці тому

    This will likely change how and where we store internal processes. Customer service agents won't need to search off platform for certain answers. Really cool

  • @piotrp6793
    @piotrp6793 2 місяці тому

    The problem seams that the biggest companies that have biggest AI models feed them with gender studies and diversity(not bad per se, but hate for ANY race is bad - even white;) ) garbage... I wish they would feed them mainly with Aristoteles views.

  • @4rooney
    @4rooney 2 місяці тому

    Good stuff Des

  • @airobiai
    @airobiai 2 місяці тому

    I love the content, but you are not the only AI co-pilot on the market that also generates answers from past conversation history :)

  • @jogoeire
    @jogoeire 2 місяці тому

    Cool how it showed the camera crew at end

  • @pallabiroutray
    @pallabiroutray 2 місяці тому

    Hey! I'm unable to find any videos on setting up custom objects & Custom actions in English

  • @prakashiyer4028
    @prakashiyer4028 2 місяці тому

    How do you integrate with internal SOPs for executing a workflow ?? Ideally we would want to identify customer intent , map it to an existing SOP(oftentimes it is freetext) , call a bunch of APIs based on the SOP and respond to the user. Can we do this with FinnAI

    • @Molly-Intercom
      @Molly-Intercom 2 місяці тому

      As Brian mentioned briefly (~10:55 in), we're working on an alpha version of Fin AI Agent connecting to external systems to pull in the right data to provide the best answers or take the right actions. Curious-do you have existing workflows built in Intercom? A series of API calls already set up? Or just free text descriptions of operating procedures that you're looking to have Fin follow and take action on?

    • @prakashiyer4028
      @prakashiyer4028 2 місяці тому

      @@Molly-Intercom Hey Molly, We have not yet onboarded on intercomm. we are a multi-billion dollar valued startup looking to ramp up our custoomer support services, so just exploring what is out there. Currently our KB is entirely free text , we would ideally want to link it to our API/Workflow repository & have our bot take action accordingly or suggest actions to our agents. Would love to chat with your team and know more about enterprise solutions you can offer.

  • @silassao
    @silassao 2 місяці тому

    This is amazing. Thank you!

  • @GlennRogers1
    @GlennRogers1 2 місяці тому

    Des is a gem, and this is an excellent production. Where do you get that waffle sweater Eoghan?

  • @Stoic_J
    @Stoic_J 2 місяці тому

    Brilliant content, really well executed. From an Intercom customer who is benefiting from their commitment to AI with Fin solving 50% of our first line support requests. Thank you, Team Intercom, keep the insightful and enjoyable videos coming.

    • @DesTraynor
      @DesTraynor 2 місяці тому

      Thank you! Really appreciate your support.

  • @johns8555
    @johns8555 2 місяці тому

    This is the next level, plus some brilliant. Thank you.

  • @orphato
    @orphato 2 місяці тому

    22:41 Intercom is well positioned to unblock this functionality for any website. You could also leverage product tours (AI generated) and/or render the required UI to solve the user problem e.g. a box to introduce the new password instead of just telling them where to go

  • @ericbernhold
    @ericbernhold 2 місяці тому

    loved this, subscribed and marked alerts for future episodes, I deem these must watch now -- thank you

  • @bobdohnal
    @bobdohnal 2 місяці тому

    simply beatiful

  • @pragun06
    @pragun06 2 місяці тому

    Loved every minute of the show. The juxtaposition of having it look like a 20 year old TV show while you talk about the future of technology and how we should adapt or die is brilliant!

  • @dustinoverbeck
    @dustinoverbeck 2 місяці тому

    I loved this so much. Very insightful. Loved that Steve Jobs mentioned about chatting with Aristotle in our lifetime, and here we are, not too far off from anybody being able to do the same. Pair that up with an Apple Vision Pro and you could experience conversing with an historical person face to face.

    • @DesTraynor
      @DesTraynor 2 місяці тому

      100% Thanks for the comment Dustin

    • @marciplan
      @marciplan 2 місяці тому

      don't mix up SJ with Vision Pro, those are very different directions :)

  • @joellecoghlan3215
    @joellecoghlan3215 2 місяці тому

    Excited for this - feel like we're about to see something radically different and much needed. Best of luck guys.

  • @jogoeire
    @jogoeire 2 місяці тому

    Great intro. Intercom are the real deal

  • @ghostsmoke8659
    @ghostsmoke8659 2 місяці тому

    Jesus loves u and he died for u. Repent before it's too late

  • @arthuroganesyan649
    @arthuroganesyan649 3 місяці тому

    Ya you guys are complete bullshit because you're so afraid to show us the actual finished product. Stay the fuck away from these guys. It's just another scam, just like there were a billion of them when crypto came out.

  • @ThiagoReginattodeVargas
    @ThiagoReginattodeVargas 3 місяці тому

    como eu seleciono e respondo uma mensagem em específico vinda do whatsapp?

  • @jogoeire
    @jogoeire 4 місяці тому

    This is so good

  • @SamHarrison2099
    @SamHarrison2099 4 місяці тому

    Was this from a whole podcast? I'd watch that

    • @Intercominc
      @Intercominc 4 місяці тому

      Hey Sam, yes it's from 'Intercom on Product'. You'll find the full video here ua-cam.com/video/bLix8mAp5k8/v-deo.html and you can also follow wherever you listen to podcasts.

  • @RemedanDino
    @RemedanDino 4 місяці тому

    Ok

  • @ayodejiujadughele3156
    @ayodejiujadughele3156 5 місяців тому

    I really wish to work for this company remotely

  • @matteovanderlugt7962
    @matteovanderlugt7962 5 місяців тому

    Bit of a note: The background music is a bit to hard and distracts me from the explaining voice. Furthermore, amazing vid!

  • @edoardoquaranta8078
    @edoardoquaranta8078 5 місяців тому

    O

  • @Intercominc
    @Intercominc 5 місяців тому

    What did you think of this discussion?

  • @Paper.chaser
    @Paper.chaser 5 місяців тому

    How come you guys don't have anything for small businesses? We don't need 5 seats, just 1 as we only have 1 person answering live chat. We don't want to spend $400/month on live chat. Give us the ability to a la carte options because small businesses don't need "Fin", maybe we just want certain features and only want to spend $40-50/month.

    • @Intercominc
      @Intercominc 5 місяців тому

      Hi Paper Chaser! It sounds like you might be interested in our Early Stage plan, which you can check out here: www.intercom.com/early-stage