Building trust in AI, one conversation at a time
From The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom by Intercom
November 5, 2025 · 15 min · Episode 486
About this episode
Ruth O’Brien discusses with Matt Leggett how support teams can build trust in AI through conversation and education.
It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of AI Support at Intercom, talks with Matt Leggett, CX AI & Digital Director at The Access Group, about how support teams can help customers overcome hesitation around AI. They explore the pivotal role simulation, transparency, and education play in turning skeptics into believers and driving AI adoption, and why conversation-first support unlocks faster, more human customer experiences in an AI-first world. Watch this episode on YouTube: https://youtu.be/18YaX3IjtIE?si=JVml2GamdzaM0OV9 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/ Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.ai Read customer success stories: https://www.intercom.com/customers Product FAQs: https://www.intercom.com/help See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .
People in this episode
Host: Ruth O’Brien
Guest: Matt Leggett
Topics covered
- AI trust
- customer support
- AI adoption
- conversation-first support
- transparency
- education
Keywords
- AI
- customer support
- trust
- conversation
- adoption
- transparency
- education
Mentioned in this episode
Organizations: Intercom, The Access Group
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