Fin Conversations Ep5: End of Year Review 2025

About this episode

The episode reflects on the changes in Intercom's support team in 2025, focusing on the impact of AI and the evolution of customer support.

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 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 .

People in this episode

Host: Bobby Stapleton

Guest: Franka Martinovic

Topics covered

• AI in customer support
• human support transformation
• consultative support
• automation in support
• knowledge retention
• customer experience

Keywords

• customer support
• AI transformation
• human support
• automation
• knowledge retention
• revenue-driving support

Mentioned in this episode

Organizations: Intercom

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• Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle · October 31, 2025 · 17 min