Jamf Support, Supercharged: Intercom + AI, 24/7, 10+ Languages Jamf After Dark podcast

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Jamf Support, Supercharged: Intercom + AI, 24/7, 10+ Languages

1M ago 28:55

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200+ agents, 24/7 global coverage and AI assist. Explore how Jamf cut first response from 7 hours to under 10 minutes.

Jamf After Dark hosts Kat Garbis and Josh Thornton sit down with Lisa Akerson (VP, Global Technical Support) and CJ Krueger (Sr. Program Manager, Technical Support) to unpack what's new in Jamf Support: an Intercom-powered omnichannel experience, AI assistance for common questions, and faster routing so customers reach the right expert, fast.

Highlights

200+ highly skilled support agents.
Since the new portal launched June 20: 28,952 new support conversations and ~98,000 replies across chat/phone/email; 9,758 tickets for complex issues.
AI Agent already resolved ~4,500 conversations (Standard Support chat).
First response time improved from ~7 hours to after the Intercom move.

Guests

Lisa Akerson, VP Global Technical Support at Jamf
CJ Krueger, Sr. Program Manager, Technical Support at Jamf

88 episodes

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