As RB2B scaled, its support team needed a way to handle growing demand without adding headcount.<\/p>\n
Head of Technical Operations Robb Clarke<\/a> turned to AI as the solution. In this conversation with Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien<\/a>, Robb details how implementing Fin AI Agent<\/a> created a scalable support system that now resolves 65% of inquiries automatically \u2013 saving the team 132+ hours monthly. He shares practical insights on building customer trust in AI interactions, continuously improving resolution rates through knowledge base optimization, and why support leaders shouldn’t wait to embrace AI \u2013 offering valuable lessons for teams at any stage of growth.<\/p>\n