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The Secret to Sustaining 75%+ AI Resolution Rates
Manage episode 492605260 series 1321127
Content provided by [email protected]. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by [email protected] or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improvement across both AI and human teams.
Watch on YouTube: https://youtu.be/7poemldqBjc?si=DQ8C4Z_0aqzLbzcc
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470 episodes
The Secret to Sustaining 75%+ AI Resolution Rates
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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Manage episode 492605260 series 1321127
Content provided by [email protected]. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by [email protected] or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improvement across both AI and human teams.
Watch on YouTube: https://youtu.be/7poemldqBjc?si=DQ8C4Z_0aqzLbzcc
Follow the people
https://www.linkedin.com/in/ruthieob/
https://www.linkedin.com/in/bobbystapleton/
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/
Check out our /ideas podcast: https://youtu.be/GPkDfauTz6I?si=oFDgt6Phe4jBG0ZU
Follow The Ticket podcast:
Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
RSS Feed https://art19.com/shows/inside-intercom
Say hi
LinkedIn: https://www.linkedin.com/company/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.
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Similar to The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Africa-focused technology, digital and innovation ecosystem insight and commentary.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
Where startup founders raise millions and listeners can invest. Host Josh Muccio takes listeners behind closed-doors and into the room where deals are made. Part of the Vox Media Podcast Network.
…
continue reading
Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
A weekly talk show taking a pragmatic look at the art and business of Software Development and the world of technology.
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Flash Forward is a show about possible (and not so possible) future scenarios. What would the warranty on a sex robot look like? How would diplomacy work if we couldn’t lie? Could there ever be a fecal transplant black market? (Complicated, it wouldn’t, and yes, respectively, in case you’re curious.) Hosted and produced by award winning science journalist Rose Eveleth, each episode combines audio drama and journalism to go deep on potential tomorrows, and uncovers what those futures might re ...
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WSJ’s Bold Names brings you conversations with the leaders of the bold-named companies featured in the pages of The Wall Street Journal. Hosts Tim Higgins and Christopher Mims speak to CEOs and business leaders in interviews that challenge conventional wisdom and take you inside the decisions being made in the C-suite and beyond.
…
continue reading
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