AI skepticism is giving way to curiosity
Intercom discusses the benefit of AI in customer service, introducing their AI tool, Fin AI Copilot, and providing a guide for the first 30 days of its adoption.
Some AI anxiety is understandable, but the upsides are huge Hi there, There's a lot of talk in the customer service industry about support agents feeling anxious about AI – there’s a fear about the impact on jobs. It’s understandable that chan
AI skepticism is giving way to curiosity
Intercom discusses the benefit of AI in customer service, introducing their AI tool, Fin AI Copilot, and providing a guide for the first 30 days of its adoption.
Some AI anxiety is understandable, but the upsides are huge Hi there, There's a lot of talk in the customer service industry about support agents feeling anxious about AI – there’s a fear about the impact on jobs. It’s understandable that chan
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</style><div id="emailPreHeader" style="visibility:hidden; opacity:0; color:transparent; line-height:0; font-size:0px; overflow:hidden; border-width:0; display:none!important">Some AI anxiety is understandable, but the upsides are huge</div><div style="background-color:#FFFFFF"><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 0px 0px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:600px"><a href="#" target="_blank" style="color:#0000EE"><img alt="The Ticket CS Newsletter" src="https://storage.googleapis.com/topolio46549/plugin-assets/6320/46549/Welcome-Header.png" width="600" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 30px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 45px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.35; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Hi there,</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">There's a lot of talk in the customer service industry about support agents feeling anxious about AI – there’s a fear about the impact on jobs. It’s understandable that change may make some people a little apprehensive, and that’s okay. There’s no doubt that the industry is going through massive disruption.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Leaders need to think about how they want to use AI to drive business success. AI will certainly help to cut costs, but we believe its value is felt just as much in the way it enhances customer and team experiences.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">As we continue to pioneer <a href="#" target="_blank" rel="noopener" style="color:#0000EE">AI-first Customer Service</a> here on the Intercom Customer Support team, we’re realizing more and more that AI isn't happening <em>to</em> customer service folks – it's happening <em>for</em> them. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px">Empowering support teams</h2><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">The reality is that AI tools are incredibly empowering for customer service teams. Support leaders who have already started adopting AI will probably identify with some of the following changes we’re experiencing: </p><ul style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px"><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Support reps don't have to deal with all of those boring FAQs that they used to have to answer over and over again – that feeling of tedium is lifted when there are fewer repetitious queries to handle. </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">The support queues are freed up so your team will only handle really complex queries that truly need the human touch – support reps feel challenged and engaged more often. </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Support reps can spend time with each customer and really give them the care, attention, and help they need instead of trying to move through as many topics as possible. We’re finding a greater sense of achievement as we help each customer. </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">The process of training and upleveling is made dramatically easier with AI tools – relevant information is now at your fingertips, helping you get up to speed way faster than previously possible. That sense of helplessness that new reps can feel for quite a long time is replaced with a sense of confidence. </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">People who work in customer service can move into more valuable, strategic roles. The support role becomes a lot more challenging, interesting, and enjoyable. It’s deeply empowering to work at the cutting edge of technological adoption, and realize how many opportunities it opens up.</li></ul><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">We’re detecting a widespread change in attitude around all this, especially since we <a href="#" target="_blank" rel="noopener" style="color:#0000EE">announced Fin AI Copilot</a>, a personal AI assistant for every agent. The skepticism is giving way to curiosity.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px">Your first 30 days</h2><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">We’ve heard from many folks who are wondering how to get started with AI. Our advice? Just do it – you won’t regret it. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Here's a quick guide to your first 30 days with AI. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong>Start small </strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">At Intercom, when we first rolled out Fin AI Copilot, we tested it with a small internal group of Support teammates. This helped us figure out how best to integrate it into our existing troubleshooting and teammate workflows. This small group could report back to the larger team on what was working before we rolled it out to everyone else. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong>Use it to onboard new hires (but set clear expectations) </strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Before, when new teammates were onboarding it took them a long time to search our help content and past conversations to find the right answer to a customer question. Now, Fin instantly provides the answer and instructions for them, which provides fantastic efficiency gains. But it’s important to set expectations with new hires that they shouldn’t just copy and paste answers. They still need to understand the job-to-be-done behind the customer’s problem and the solutions they’re sharing. The good news is that Fin can help them learn far quicker than before. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><br><strong>Beef up and optimize your internal knowledge content </strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Fin AI Copilot pulls from your internal and external knowledge content like your dev docs, internal knowledge articles, as well as past conversations. At Intercom, we’ve talked lots about the importance of beefing up your external knowledge content. Now is the time to fill in the gaps and optimize your internal knowledge content to make it clear, accurate, and easily understandable for customers too. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><br><strong>Measure efficiency gains (you <em>will</em> see them)</strong> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Fin AI Copilot will remove steps involved in troubleshooting issues and having to navigate a ton of different resources across multiple tools and docs. As a direct result, you’re going to see those efficiency gains, and it's important to have some metrics and early signals to be able to assess and get a pulse check on that. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><br>Fin AI Copilot is not like other new tools or workflows that require a ton of change management. You can get started quickly and easily, in a risk-free way. And you can see significant, early results with low upfront investment. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><br>Any level of change can be daunting, but our own experience delivering AI-first Customer Service is making it clearer than ever – this change is more than worth it. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><br>Enjoy the adventure ahead,</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 5px 40px; text-align:center"><div class="mj-column-per-10 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 10px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:42px"><img alt="Ruth" src="https://storage.googleapis.com/topolio46549/plugin-assets/6320/46549/Profile-Images.png" width="42" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-90 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong>Ruth O'Brien</strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Senior Director, Proactive & Automated Support</p></div></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 30px 40px; text-align:center"><div class="mj-column-per-10 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 10px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:42px"><img alt="Bobby" src="https://storage.googleapis.com/topolio46549/plugin-assets/6320/46549/Profile-Image-2.png" width="42" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-90 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong>Bobby Stapleton</strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Senior Director, Human Support</p></div></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 10px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:15px 0px; padding-top:15px; padding-bottom:15px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:520px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Product Broadcast" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Fin-AI-Copilot-Ticket-CTA.jpg" width="520" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr><tr><td align="center" style="font-size:0px; padding:15px 0px; padding-top:15px; padding-bottom:15px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 0px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h1 style="font-family:Georgia,sans-serif; font-size:26px; font-style:normal; font-weight:normal; letter-spacing:0px"><span style="font-size:28px">What we've been up to</span></h1></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 10px 40px; text-align:center"><div class="mj-column-per-49 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:234px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Farewell to Frankenstack" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Knowledge-Management.jpg" width="234" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-51 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h3 style="font-family:Arial,sans-serif; font-size:18px; font-weight:bold; letter-spacing:0px"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)">The ultimate guide to AI knowledge management </a></span></h3></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong><span style="color:rgb(23,16,14)"><a href="#" target="_blank" rel="noopener" style="color:rgb(23,16,14)"><span style="text-decoration:underline">Read more</span></a></span></strong></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 10px 40px; text-align:center"><div class="mj-column-per-49 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:234px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Fueling the AI Machine" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Podcast-Square.jpg" width="234" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-51 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h3 style="font-family:Arial,sans-serif; font-size:18px; font-weight:bold; letter-spacing:0px"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)">Moment of truth – Fin AI Copilot in practice</a></span></h3></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Learn how Fin AI Copilot is changing the way our Customer Support team works, and the benefits we're already seeing since starting to use it.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong><span style="color:rgb(23,16,14)"><a href="#" target="_blank" rel="noopener" style="color:rgb(23,16,14)"><span style="text-decoration:underline">Watch now</span></a></span></strong></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 10px 40px; text-align:center"><div class="mj-column-per-49 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:234px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Response time Vol 24" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Response-Time-25.jpg" width="234" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-51 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h3 style="font-family:Arial,sans-serif; font-size:18px; font-weight:bold; letter-spacing:0px"><a href="#" style="color:#0000EE"><span style="color:rgb(0,0,0)">Response Time Vol. 25</span></a></h3></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">We ask Lucía Achigar, Support Team Lead at Bunker DB, about the most valuable thing working in CS has taught them, which film robot they’d like as their AI sidekick, and more.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><a href="#" target="_blank" rel="noopener" style="color:#0000EE"><span style="color:#17100e"><strong><u>Read more</u></strong></span></a></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 0px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:15px 0px; padding-top:15px; padding-bottom:15px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:0px 0px 10px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h1 style="font-family:Georgia,sans-serif; font-size:26px; font-style:normal; font-weight:normal; letter-spacing:0px"><span style="font-size:28px">What's happening in customer service?</span></h1></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1; text-align:left; color:#000000"><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="font-size:22px">How did customer service get so bad?</span></a></span></h2></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left">Deep dive from the <em>Financial Times</em> on the current state of customer service. (Soft paywall – Google the headline to access.)</p></div></td></tr><tr><td align="left" style="font-size:0px; padding:15px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><span style="color:rgb(23,16,14)"><a href="#" target="_blank" rel="noopener" style="color:rgb(23,16,14)"><span style="text-decoration:underline"><strong>Read more</strong></span></a></span></p></div></td></tr><tr><td align="center" style="font-size:0px; padding:20px 0px; padding-top:20px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #CFCFCF; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="font-size:22px">Almost half of consumers feel customer service has worsened over past 3 years</span></a></span></h2></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left">According to research from UK firm Cavell, 44% of consumers believe that customer service has gotten worse over the past three years. </p></div></td></tr><tr><td align="left" style="font-size:0px; padding:15px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="text-decoration:underline"><strong>Read more</strong></span></a></span></p></div></td></tr><tr><td align="center" style="font-size:0px; padding:20px 0px; padding-top:20px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #CFCFCF; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px; text-align:left"><a href="#" style="color:#0000EE"><span style="color:rgb(0,0,0)">P<span style="font-size:22px">ersonalized to individualized: The rise of omnichannel and concierge customer service</span></span></a></h2></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left">Over at <em>Forbes</em>, Rallyware CEO George Elfond argues that great service will increasingly become a differentiator for online retail brands. </p></div></td></tr><tr><td align="left" style="font-size:0px; padding:15px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="text-decoration:underline"><strong>Read more</strong></span></a></span></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; 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