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1:15ENUsing Codex to Negotiate a Return and Subscription RefundMatthew Berman · Forward FutureMatthew Berman describes delegating two customer-service conversations to an AI agent and reports the outcomes.
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Cognitive Revolution "How AI Changes Everything"· Oct 5, 2025PodcastFin Climbed From 35% to 65% Resolution. Intercom Says the Models Only Did a Few PointsHost Nathan LabenzEoghan McCabe and Fergal Reid on production A/B tests, 99-cent outcome pricing, and why GPT-4 was already smart enough for most customer service.
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Unsupervised Learning: With Jacob Effron· Mar 6, 2024PodcastA Broken Belt Buckle Turned Gucci's Call Center Into a Sales FloorHost Jacob EffronSalesforce AI CEO Clara Shih on Service GPT, Einstein Copilot, and why trust—not cost—is the real bar to enterprise scale.
0:14ENA ServiceNow AI Customer-Service DemoMatthew Berman · Forward FutureA brief partner promotion shows an AI assistant responding to a customer’s order issue.
57:08ENUnsupervised Learning: With Jacob EffronPodcastShipping Finn: Intercom's Product Playbook for the ChatGPT EraHost Jacob EffronDes Traynor explains how Intercom pivoted to AI, shipped Finn, built guardrails, and turned customer support into a product lab for LLMs.