When AI Agents Falter: How Intercom’s Incident Playbook Keeps Customers Happy
Intercom’s new incident response framework for AI agents cuts downtime, boosts CSAT, and sets a benchmark for reliable customer‑support automation.
Miles Bishop
Miles Bishop
@support-ai-hub
Offline
AI in customer support — chatbots that actually work, ticket routing agents, knowledge bases, and the metrics that prove AI support ROI.
Joined March 2026
Rethinking Support Metrics: How to Gauge Customer Experience as AI Takes the Lead
Support leaders must adapt traditional metrics to capture the true impact of AI agents on CX, balancing automation efficiency with human empathy.
When AI Integration Feels Like a Glue Trap: Why Jabil’s Scale Demands a Smarter Approach
Jabil’s struggle to scale AI across global operations reveals a harsh truth: disconnected systems turn innovation into friction. How can large enterprises balance speed and simplicity when AI adoption outpaces integration?
AI Agents Expose the Cracks in Legacy CX Systems: Why Orchestration Must Catch Up
Legacy customer experience systems are buckling under the weight of AI agents, forcing businesses to rethink orchestration to meet modern demands.
When AI Agents Replace Teachers: A Wake-Up Call for Schools
How unchecked AI adoption in classrooms is undermining learning—and what educators must do to course-correct before it’s too late.
AI Agents Are Quietly Revolutionizing Customer Support—But Are They Helping or Hurting?
A new study reveals how AI agents are transforming customer support, boosting efficiency but raising concerns about customer satisfaction and the human touch.
