The Intercom Blog
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Articles and Podcasts on Customer Service, AI and Automation, Product, and more
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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.
Response Time: Vol. 41
In our latest “Response Time” interview, we ask Ehsan Rishat, Head of Customer Success at REsimpli, about his greatest productivity hack, the most valuable thing about working in support, and...
Transform gaming support: Give every player VIP-level service with Fin
Discover how Intercom’s next-gen customer service AI agent Fin delivers VIP-level gaming support at scale, boosting player engagement and revenue while maintaining compliance.
Navigating a new era of AI-first customer service
Intercom support leaders break down key insights from Intercom’s 2025 Customer Service Transformation Report, exploring how AI is reshaping support teams, driving efficiency, and elevating customer experiences.
Why Anthropic chose Fin to transform their customer support
Emily Lampert, Head of Product Support at Anthropic, discusses why Anthropic chose to partner with Intercom and how they balance automation with human expertise.
Trust issues: How to help customers believe your AI agent
Struggling with customers not believing your AI agent even when it's correct? You're not alone. Here are some tips to help foster stronger trust in AI-powered support.
Response Time: Vol. 40
In our latest “Response Time” interview, we ask Kostas Sveronis, Technical Support Manager at Yodeck, about the essence of great customer service, and more.
Build vs buy: The high bar for building your own AI agent
It might seem easy to build your own AI agent, but can you build something best-in-class? Building your own solution requires constant iteration, substantial resources, and typically delivers lower ROI...
Intercom on Product: DeepSeek, Agents, and the Future of AI with Benedict Evans
Renowned tech analyst Benedict Evans joins us to unpack the latest AI shifts, from DeepSeek’s rapid rise to the ongoing debate between deterministic and probabilistic AI.