The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. In this episode, Maxime Manseau, VP of Support at Birdie, joins Intercom's Senior Director of Human Support Bobby Stapleton to explore the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents. They discuss how improving issue understanding upfront – through better workflows, AI-powered tools, and even screen recordings – can dramatically reduce back-and-forth and create a smoother customer experience. Plus, they explore why human support still matters in an AI-first world, and how that directly impacts your customers.

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