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The Peak Experience
Taking Customer Support to the Top.
Hannah Steiman, President of Peak Support, interviews CX industry leaders to discuss how to achieve success in an ever-changing market.
The Peak Experience
The Peak Experience: Achieving AI Chatbot Success with Declan Ivory | PS Podcast |Ep 4
February 07, 2024
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Peak Support
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Season 1
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Episode 4
Declan Ivory, VP of Customer Support at Intercom (a Peak Support partner), implemented Fin, their in-house AI tool, to understand the complete customer experience journey. They’ve improved the journey by keeping their knowledge base up to date, improving chatbot resolution rate, and optimizing the human component to AI implementation – a crucial but often overlooked piece of the puzzle.