The Connected AI Podcast: AI and customer support

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Recorded14 May 2025

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Show notes

Intercom's Karen Church on how AI is a game-changer for customer support In the latest episode we're talking to Karen Church, vice president for research and data science at Intercom. Karen talks to us about the tech unicorn's early embrace of Gen AI and how its agent Fin is radically changing customer support for the better In addition, Charlie and Elaine discuss Open AI's latest travails, new funding for Perplexity, Klarna's roll-back on hiring humans, and trouble for Google's 'cash cow' as AI operators take on search. The Connected AI Podcast. You won't want to miss it. Listen here or wherever you usually pick up your podcasts.

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