{"id":31501,"date":"2025-07-23T22:01:27","date_gmt":"2025-07-23T21:01:27","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?post_type=intercom-video&#038;p=31501"},"modified":"2025-07-24T10:04:30","modified_gmt":"2025-07-24T09:04:30","slug":"reinventing-qa-and-training-for-the-ai-era","status":"publish","type":"intercom-video","link":"https:\/\/www.intercom.com\/blog\/videos\/reinventing-qa-and-training-for-the-ai-era\/","title":{"rendered":"Reinventing QA and Training for the AI Era"},"content":{"rendered":"<p>As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end.<\/p>\n<p>In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad &#8211; an AI-first training and QA platform transforming how CX teams ramp, upskill, and retain talent. They discuss the death of tier-one support, why simulation-based training is essential in an AI-first world, and how the best companies are training not just their humans &#8211; but their AI agents too.<\/p>\n<p><iframe style=\"width: 100%; height: 200px; border: 0 none;\" src=\"https:\/\/art19.com\/shows\/828246d1-e75c-4b41-a882-671aff845a93\/episodes\/1b726e5a-7226-4f5c-be73-bc95c31e6614\/embed?theme=dark-custom&amp;primary_color=%23ffa3c3\" scrolling=\"no\" sandbox=\"allow-scripts allow-popups allow-popups-to-escape-sandbox\"><\/iframe><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end.<\/p>\n","protected":false},"author":490,"featured_media":31502,"template":"","category":[3,25428],"tags":[25296],"show-category":[25327],"coauthors":[24938],"class_list":["post-31501","intercom-video","type-intercom-video","status-publish","has-post-thumbnail","hentry","category-customer-support","category-the-ticket","tag-the-ticket","show-category-the-ticket"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.4) - 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