Live from Pioneer: AI is handling complexity we never thought it could
From The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom by Intercom
October 16, 2025 · 24 min · Episode 483
About this episode
This episode discusses how AI is reshaping customer experience by handling complex interactions traditionally managed by humans.
We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too? In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of customer experience is being reshaped and what this shift means for leaders, human teams, and the trust customers place in AI. Watch this episode on YouTube: Follow the people: https://www.linkedin.com/in/decivory/ https://www.linkedin.com/in/natalie-hurst-8a1712b/ 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: Intercom
Guests: Declan Ivory, Natalie Hurst
Topics covered
- AI in customer service
- customer experience
- trust in AI
- complex customer interactions
- leadership in AI-first environments
Keywords
- AI agents
- customer support
- customer success
- trust
- technology
Mentioned in this episode
Organizations: Nuuly
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