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In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Customer Support, Intercom, to reflect on a year of rapid change for Intercom’s support team. They discuss how AI has shifted support from a reactive function to a consultative, revenue-driving motion, what it takes to scale human support alongside high automation, and the challenges of retaining knowledge while teams evolve. A candid look at what an AI-first support transformation really feels like from the inside.
Watch the video here: https://www.youtube.com/watch?v=pxdtQGNN0Ic
Follow the people https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/frankamartinovic/
Newsletter 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/
Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom
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