Leaders from Intercom and Planhat discuss the shift in perception on AI agents and customer engagement.
As AI Agents take on more front-line customer engagement, one big question remains: do customers actually trust them?
To find out, Intercom surveyed 1,029 consumers about their views on AI in customer engagement—before and after they saw an AI agent in action. The results reveal a major shift in perception: once people experience modern AI firsthand, trust, satisfaction, and expectations all improve significantly.
In this webinar, Support leaders from Intercom and Planhat will discuss what’s driving this change, what it means for support teams, and how to design AI experiences that build confidence from the start.
You'll learn:
Why most consumers are skeptical—until they interact with a well-designed AI agent.
How to create support experiences that earn trust, deflect more, and escalate less.
What outdated chatbot myths still linger—and how to overcome them in messaging and UX.
How sentiment shifts after first contact, and what that means for AI rollout and training
The original recording of this webinar was hosted by our partners, Intercom.
Mark Iafrate
Principal Integrated Marketing Manager
Intercom
Mark is Principal Integrated Marketing Manager at Intercom, leading global demand generation across integrated campaigns, webinars, and partner marketing. Since joining in 2021, he has scaled Intercom’s top-performing channels, launched new global programs, and driven measurable ARR growth through full-funnel execution. Prior to Intercom, Mark held senior marketing roles at multiple B2B SaaS startups and co-founded The Beer Exchange, a VC-backed craft beer marketplace. Mark blends product depth with commercial creativity to accelerate pipeline and revenue.
Mia Lukic
VP Global Technical Support
Planhat
Mia is the VP of Global Technical Support at Planhat, where she partners with CS leaders to implement scalable strategies across customer feedback, expansion, and technical enablement. She brings over 15 years of cross-functional experience spanning customer success, marketing, and enterprise sales. Before joining Planhat, Mia spent over a decade at Meltwater, rising from Strategic Account Executive to Client Experience Director, where she led global programs that drove engagement and retention across a $3M+ enterprise portfolio.
Declan Ivory
VP of Customer Support
Intercom
Declan is a senior customer experience leader with over 25 years of experience scaling global support operations across telecom, SaaS, and cloud platforms. He currently serves as VP of Customer Support at Intercom, where he’s shaping the future of AI-powered support at scale. Prior to Intercom, he led technical support across EMEA at Google, Tableau, and AWS—where he built and ran multi-region teams supporting enterprise customers. With a deep background in operational excellence and service design, Declan combines strategic vision with hands-on leadership to deliver high-impact, customer-centric transformation.
