Off Script: Better, faster, cheaper

Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from personal, local interactions to global call centers and digital channels, she explains how AI can handle simpler queries swiftly, freeing human agents for complex issues. AI has the potential to revolutionize service economics, enabling businesses to provide high-quality, cost-effective support – hinting at a future where AI-driven customer service enhances satisfaction, efficiency, and profitability for businesses of all sizes. Watch this episode on YouTube: https://www.youtube.com/watch?v=boEtQKyg4_g Follow the people: https://www.linkedin.com/in/eoghanmccabe/ https://x.com/eoghan https://www.linkedin.com/in/archana-agrawal/ Follow Intercom: Twitter: https://x.com/intercom LinkedIn: https://www.linkedin.com/company/intercom/ Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://intercomonproduct.substack.com/ Get a free trial of Fin, our breakthrough AI Agent and AI Copilot, here: https://www.intercom.com/fin https://www.intercom.com/Copilot www.intercom.com #customerservice #Customersupport #aiinsights See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.