As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and retain talent. They discuss the death of tier-one support, why simulation-based training is essential in an AI-first world, and how the best companies are training not just their humans - but their AI agents too.
Watch on YouTube: https://youtu.be/8k6g-z0zrBI?si=hCF7wKc4tz2EMhXj
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
https://www.fin.ai
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.
What Are We Even Doing? with Kyle MacLachlan
Join award-winning actor and social media madman Kyle MacLachlan on “What Are We Even Doing,” where he sits down with Millennial and Gen Z actors, musicians, artists, and content creators to share stories about the entertainment industry past, present, and future. Kyle and his guests will talk shop, compare notes on life, and generally be weird together. In a good way. Their conversations will resonate with listeners of any age whose interests lie in television & film, music, art, or pop culture.