How Productboard uses AI w/ Head of Global Customer Support Pavel Malyshev

Описание: Pavel Malyshev leads global customer support at Productboard - a product management platform used by orgs like Autodesk, Zoom, and Salesforce.

At Productboard, support is tightly linked with engineering. Pavel explains how AI is helping his team speed up resolutions, manage escalations, and give engineers the insights they need to fix issues faster.

Let’s get into it!

Chapters:
00:00 Why resolution times matter to both support and engineering
00:36 Meet Pavel Malyshev, Head of Global Customer Support at Productboard
01:31 How AI impacts support ticket speed (4/5 and rising)
02:07 Using Intercom's Fin for async replies
03:21 Automations, copilots, QA, and proactive CSAT
03:48 Metrics that matter: response, resolution, interactions per ticket
05:17 How support and engineering teams collab at Productboard
06:00 Using AI to enrich escalations with code-level hints
07:08 Why triage is the real leverage point
10:03 Favorite AI tools beyond chatbots
11:23 Building their own automations with Zapier, Make, n8n
15:33 How AI is changing the skills Pavel hires for
18:14 The two future paths for support teams: white-glove vs. AI ops
20:46 Closing thoughts

Where to find Pavel & Productboard:
Pavel on LinkedIn - linkedin.com/in/pmalyshev/
Productboard - productboard.com

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