Hey there,

If you’re working in customer service, you’ve been hearing the same things for months: AI is coming, it will change the way we work, it will redefine roles across customer service. But, odds are, your day-to-day has stayed pretty much the same up to now.

Enter Fin. Yesterday, we began the process of rolling out our AI bot, Fin, to more than 10,000 customers on the waiting list. Early results from our beta customers show that Fin represents a massive step towards the “AI + Human” future of support.

That said, introducing an AI bot to your support team and integrating it into your existing strategy can be a daunting task. On the Intercom blog this week, we come to a comforting conclusion: you’ve got this. Support leaders and teams are experts at setting new team members up for success – and Fin isn’t so different. Follow these steps and you can’t go wrong:

Lay out the job description
Decide what success looks like
Make sure the AI bot – and your team – are set up to achieve that success
Give your team time and space to get to know Fin
Check in often to make sure Fin is managed effectively

Fin is about to transform the way your team offers support to your customers. Are you ready to bring AI into the fold?

In the words of renowned CX expert, Lizzo: “It’s a-bot damn time,”

What we’ve been doing

liam geraghty

How to take your customer service from unforgivable to unforgettable, with Micah Solomon

We caught up with CX expert Micah Solomon to talk about what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty.

In customer service, there should be a default of yes. Except in matters of security, safety, privacy, health, or ethics, the answer should be yes, unless you offer reasonable alternatives.
Generally, customer support cultures that work best for employees also work best for customers.
Wowing customers creates stories they will remember and share with others for years to come, even if they eventually switch to a different brand.
To meet rising customer expectations, focus on the customer in front of you and consider integrating AI technology to help your employees better serve customers.

Response Time: Vol. 6

This week, we caught up with another support leader for our Response Time series, where we chat with customer service leaders to find out what they think about support, book recommendations, and whether or not a burger is a sandwich (yes, really!).

Read on to find out what Barry Pepper, VP of Customer Experience at PushPress, can do that a bot could never...

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