AI Agents for Customer Service: From Discovery to Maturity
AI agents for customer service are evolving rapidly and keeping up can feel like learning a new language.
Join us for the sessions below to get a clear strategic map of what’s changed, what matters now, and how to translate research into an actionable blueprint for your organization.
Start with an essential primer designed for absolute beginners, then move into a hands-on mini-workshop that helps you identify where you are on the maturity scale and define concrete next steps for scaling AI operations and achieving true ROI.
Session 1: An Introduction to AI Agents for Customer Service
In this session, Deepina Kapila (Senior Director, Scaled Customer Experience, Intercom, building Fin) demystifies complex terminology and provides a clear strategic map of the technological shifts from the last three years.
You’ll explore fundamental mental models and gain access to curated resources that will keep you ahead of the curve, and walk away with a deep understanding of the tangible opportunities AI maturity presents for transforming service operations.
Session 2: Blueprint for AI Maturity—Research & maturity mini-workshop
This strategic mini-workshop, led by Maxime Lanoy (Senior AI Deployment Architect, Intercom, building Fin), and Maia Bridi (Researcher, Intercom, building Fin), transforms internal Intercom research into an actionable blueprint for your organization.
As AI implementation becomes the industry standard, achieving true ROI requires moving beyond basic deployment toward full AI maturity.
You will participate in hands-on exercises to identify your current standing on the maturity scale and define concrete next steps for scaling your AI operations.
Session drivers:
Deepina Kapila, Senior Director, Scaled Customer Experience, Intercom, building Fin
Maxime Lanoy, Senior AI Deployment Architect, Intercom, building Fin
Maia Bridi, Researcher, Intercom, building Fin
Agenda:
9:00 am — Doors open and check-in
9:15 am — Session 1 / An Introduction to AI Agents for Customer Service
10:15 am — Session Break (15 Mins)
10:30 am — Session 2 / Blueprint for AI Maturity: Research and Maturity Mini Workshop
Who should attend: CX and Customer Support leaders and practitioners.