Unlocking customer service's strategic potential with AI

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI.
🗂️ Chapters
00:00 Introduction
00:29 Customer Service Roles in the Age of AI
06:05 Knowledge Management as a Strategic Priority
09:43 Managing CS Teams in the AI Era
11:34 Evolving Metrics for Measuring Success
13:26 Repositioning CS as a Strategic Value Driver
15:20 Conclusion
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