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Podcast: Inside Intercom Podcast
Episode:

Smooth scaling: How Intercom manages 500+ product launches a year
Category: Technology
Duration: 00:23:53
Publish Date: 2025-09-25 23:00:00
Description:

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/ruthieob/

https://www.linkedin.com/in/beth-ann-sher/

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


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Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/


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