Archana Agrawal’s Post

Off Script Episode 2 is here and in it I outline why Customer Service is already one of the first industries to be fundamentally changed by AI. The new path is clear: an AI-first customer experience by default. We see incredible business opportunities, way beyond service, for those that embrace the required mindset shift. We can now see what is truly possible, with hard data, and it is only the beginning. If you enjoy it, please share with your CS team! https://lnkd.in/e4-uEaMB

Some Intercom news, and the story of my journey with our board follows… We just added someone really cool to the Intercom board: Cameron Deatsch. He finished as CRO at Atlassian late last year and his experience and approach are exactly what we need right now. I used to think quite differently about the role of a board. Honestly, I used to resent having to have one. I hated the idea of having any form of a boss. I started my own company to avoid exactly that! And so, my early board relationships were not always smooth. (My apologies to Mamoon and Ethan!) In 2022, when I came back as CEO, I learned the value and importance of a stronger board through the time of that big transition. I got closer to Intercom board member Eileen Naughton, a pillar of common sense and principle. I saw what greatness in that role could look like and was inspired to start to build the board that could deliver the guidance and help I knew I’d need. Last year we added Bobby Pinero, who deeply understands the zero to one startup motions I decided to put us through again. And also Abhijeet Dwivedi, who’s got the big picture abstract thinking abilities this moment in technology requires. They joined Ethan and my co-founder Des, both OGs on the Intercom adventure with me. This year we added Cameron. His resume tells you all you need to know. Atlassian is truly one of the very greatest and most unique and principled software companies of our generation. Intercom is objectively leading the AI customer service field—the CEOs of the incumbents have told me so. Technology innovation has always been our strength. But go-to-market sophistication has not. At our best, we’re pretty great brand and product and content marketers. But successfully generating and fulfilling market demand at scale is our next big challenge. Archana owns that now, and I’m certain we're in excellent hands. We have that expertise on the board now, too. This is Cameron’s great strength. To say he has been showing us a little tough love on this topic would be an understatement. :) Thanks for your bet on us, Cameron. And welcome!

It’s time to reveal the future of Customer Service. In our first Built For You broadcast, the team unveiled our latest AI breakthrough. Meet Fin AI Copilot 🫡 Fin gives every support agent a personal AI assistant in the inbox, that provides instant accurate answers based on your support content. By pulling from multiple content sources and making it easy to verify every answer, it empowers agents to deliver consistently remarkable customer experiences. To find out more and join the waitlist head to intercom.com/copilot. We also shared how Fin AI Copilot fits into our AI-first customer service platform. We’re building a single system that delivers AI-first experiences for customers, support agents, and support leaders – all built on the foundation of Intercom’s complete service platform. Told you it was BIG! #LinkedInLive #BuiltForYou #CustomerService #AICustomerService #CustomerSupport #CX #FinAiCopilot #NextGenCS

It’s time to reveal the future of Customer Service. In our first Built For You broadcast, the team unveiled our latest AI breakthrough. Meet Fin AI Copilot 🫡 Fin gives every support agent a personal AI assistant in the inbox, that provides instant accurate answers based on your support content. By pulling from multiple content sources and making it easy to verify every answer, it empowers agents to deliver consistently remarkable customer experiences. To find out more and join the waitlist head to intercom.com/copilot. We also shared how Fin AI Copilot fits into our AI-first customer service platform. We’re building a single system that delivers AI-first experiences for customers, support agents, and support leaders – all built on the foundation of Intercom’s complete service platform. Told you it was BIG! #LinkedInLive #BuiltForYou #CustomerService #AICustomerService #CustomerSupport #CX #FinAiCopilot #NextGenCS

Well this calls for 🍾. Zendesk is acquiring Momentive.ai and its iconic SurveyMonkey platform to create a powerful new Customer Intelligence company. More details: https://zdsk.co/3pMzjCD Important: https://zdsk.co/3EtCH9h