Smooth scaling: How Intercom manages 500+ product launches a year

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

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2M ago 23:53

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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

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https://www.linkedin.com/in/sean-reid-435681174/

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