The Intercom Blog
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Articles and Podcasts on Customer Service, AI and Automation, Product, and more
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Navigating AI metrics
AI metrics introduce more data than ever before, and this increased visibility requires support teams to adapt how they approach problem solving. Here's what we've learned.
Stop monitoring systems; start monitoring outcomes
Don't wait for complaints to learn your system is broken. Here's how heartbeat metrics help our engineering team detect reliability issues fast and keep customers happy.
Notes from a product design vibe coding hackathon
The product design team came together for a vibe coding hackathon and used AI tools to rebuild the Intercom Design website – with almost no engineering support. Here's how we...
How a “Bot Wrangler” uses AI to scale support without compromise
Automation expert Sam Miller’s advice on blending AI and human support. Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior...
Response Time: Vol. 46
In our latest “Response Time” interview, we ask Emily Bach, Customer Support Team Lead at Mangomint, about their most valuable lesson from working in customer service, and more.
Response Time: Vol. 45
In our latest “Response Time” interview, we ask Mitchell Rodio, Customer Experience Manager at Whop, about the essence of great customer service, and more.
Introducing MCP: A new way to connect Fin and your customer data to your business tools
Learn how MCP enables Fin to connect with your business tools seamlessly, creating more powerful, personalized customer experiences.
Building trust through responsible AI: Intercom achieves ISO/IEC 42001 certification
As AI becomes more embedded in our everyday lives, it’s more important than ever that the tools we use are trustworthy, secure, and compliant with legal and ethical standards. At...
Response Time: Vol. 44
In our latest “Response Time” interview, we ask Stephanie Smith, Manager, Customer Success at Collage, about the best customer feedback they've ever received, and more.
Pricing AI agents: What does ‘value-based pricing’ really mean for AI?
In AI, trust and value matter – but price still rules. Value-aligned pricing is the future, but it must be fair and competitive.
Train Fin to behave like your best agents
You can now train Intercom's AI Agent Fin to interact with customers in the same way you'd onboard a new team member. Learn how to instantly customize Fin’s behavior to...
Response Time: Vol. 43
In our latest “Response Time” interview, we ask Lauren Gilbert, Senior Customer Happiness Manager at Memberful, about the most valuable thing working in customer service has taught them, and more.
Gaming support economics: A guide to maximizing ROI in the AI agent era
Discover how an AI agent can take your gaming support to the next level. This comprehensive guide explains how AI breaks the speed-quality-cost triangle and helps you deliver exceptional player...
The future of customer experience starts with smarter listening
Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute unpacks the decline in customer feedback – and what it means for businesses aiming to deliver world-class experiences.
The hidden cost of misdiagnosing customer issues (and how AI can help)
Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. Birdie's Maxime Manseau explores the hidden costs of misdiagnosis in customer...
Built For You Spring ‘25: The future of customer service is calling
At Built For You Spring '25, we show you how Fin AI Agent is redefining what's possible for customer service with new capabilities to answer any question, on any channel,...
Response Time: Vol. 42
In our latest “Response Time” interview, we ask Harry Spence, Director of Customer Support at ScreenCloud, about what he can do that a bot will never be able to replicate,...
An AI-first approach: How RB2B created a lean, scalable support system
RB2B's Robb Clarke details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically – saving the team 132+ hours monthly.
Evolving Intercom’s database infrastructure: Lessons and progress
An update on the progress we've made since launching an overhaul of Intercom's database architecture with Vitess and PlanetScale. Find out how PlanetScale Metal has changed the game, unlocking greater...
Intercom on Product: Designing for Clarity
How do you redesign information architecture without disrupting users? Senior Product Designer Pranava Tandra breaks down the process, from balancing simplicity with depth to making AI features more discoverable.