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Smooth scaling: How Intercom manages 500+ product launches a year
Manage episode 508537345 series 1321127
In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success.
Watch this episode on YouTube: https://youtu.be/dK77eHDupXA?si=bWmnyckXmaT2aj7N
Follow the people
https://www.linkedin.com/in/ruthieob/
https://www.linkedin.com/in/beth-ann-sher/
https://www.linkedin.com/in/sean-reid-435681174/
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/
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.
476 episodes
Smooth scaling: How Intercom manages 500+ product launches a year
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Manage episode 508537345 series 1321127
In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success.
Watch this episode on YouTube: https://youtu.be/dK77eHDupXA?si=bWmnyckXmaT2aj7N
Follow the people
https://www.linkedin.com/in/ruthieob/
https://www.linkedin.com/in/beth-ann-sher/
https://www.linkedin.com/in/sean-reid-435681174/
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/
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.
476 episodes
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