Reinventing QA and Training for the AI Era
Description
As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. 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 - 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 - but their AI agents too.
Watch on YouTube: https://youtu.be/8k6g-z0zrBI?si=hCF7wKc4tz2EMhXj
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