Through my work with building support infrastructures and training AI agents, I have had the honour of being a guest on a number of webinars and podcasts and have been referenced in a number of articles and reports on the subject.
I was invited to be a guest on Intercom's "The Ticket" podcast. I had a great conversation with Ruth O'Brien, Senior Director of Automated and Proactive Support at Intercom, where we discussed how implementing Fin AI Agent helped us build a scalable support system at RB2B that now automatically resolves 65% of inquiries.
DetailsI was interviewed by Jon Victor, writer at The Information, about the financial, relationship, and cultural impact that AI is having on customer support.
Art by Mike Sullivan/ Midjourney
ReadI had the honour of being one of five industry leaders featured in Intercom's 2025 Customer Service Transformation Report.
ReadHosted by Ruth O'Brien, Senior Director of Automated and Proactive Support at Intercom, I was invited, alongside Elli Neeld from HoneyBook, to speak about the financial impact that AI has had on customer support as a whole but also at RB2B specifically.
WatchI was invited to be a guest on the UnF*ck My Startup (then, The Inbound-Led Outbound Show) podcast hosted by RB2B's Adam Robinson to discuss our use of AI in building a scalable support system.
Listen on Apple PodcastsHosted by Mark Iafrate, Principal Integrated Marketing Manager at Intercom, I was invited to speak about how we started from the ground up with deploying a fully operational AI support agent at RB2B.
WatchI was asked to speak at Microsoft's "HoloLens Industry Summit 2.0" in 2022 about how mixed reality can be used to reduce operational costs, reduce downtime, and enhance knowledge transfer.