Latest posts by Ruth O'Brien
If your customers aren’t getting optimal results from your AI agent, they might not feel comfortable using it. The key to getting past this? Building trust by practicing transparency, providing guidelines, and setting expectations upfront.
Customer Service 3 min read
Every team’s journey to getting comfortable with AI-first customer service will look different. Here are steps support leaders can take to set their teams up for success.
Customer Service 20 min watch
How can you get buy-in for AI-first customer service from your execs? This conversation explores a few strategies for convincing leadership to adopt AI.
Customer Service 3 min read
To secure customer loyalty, your customer service needs to be remarkable. Here are four ways to stand out and stick in people’s minds.
Customer Service 2 min read
Most customer service leaders are convinced that AI will help them work more efficiently, but some are still concerned about how it might affect the customer experience. Here are some tips to control how you introduce AI.
Customer Service 2 min read
It’s an exciting time to be in customer service. With AI taking over more repetitive tasks, teams have the unique opportunity to focus on what brings them joy at work.
Customer Service 1 min read
Knowledge content is the fuel that feeds the AI beast – not just external content, but internal content too. Here’s how to get started.
Customer Service 3 min read
CS leaders, do you want to focus on your own career growth? AI can give you more time for strategy and mentoring. Here’s how.
AI & Automation 4 min read
There is an understandable level of anxiety among support teams about the impact AI is going to have on staffing levels in the customer service industry – but we’re already seeing the real-world benefits for support reps.
Customer Service 2 min read
AI has fundamentally transformed customer service, so it’s important for support leaders to adopt a growth mindset. Here’s how we’re embracing change on the Intercom Customer Support team.