The Intercom Blog
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Articles and Podcasts on Customer Service, AI and Automation, Product, and more
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Announcing Evals and Releases: Evaluate Fin before, during, and after you go live
Providing a complete evaluation system for Fin, you can now test changes before they go live, roll them out with control, evaluate every live conversation, and have confidence in the...
The 9 best tools for your early-stage startup tech stack in 2026
Learn how to create a foundational tech stack for your high growth and early-stage startup – starting with these top tools.
Doing the right thing when things go wrong
When customers rely on you, minutes matter in an incident. Here's the process Fin's engineers follow to detect, mitigate, and learn from every one.
How to measure the customer experience as AI scales
Traditional support metrics weren't designed for AI handling most of your conversations. As your Agent takes on more, the gaps in what you can see get bigger. Here's how to...
The new product introduction process: How to make sure your Agent is ready every time you ship
Every time you launch a product, your Agent's knowledge base needs to keep pace. Here's the NPI process Fin uses to make Agent readiness part of every release.
Conversation design: How to make your AI Agent communicate like your team
If nobody on your team owns how your AI Agent communicates, it defaults to sounding like an LLM. Conversation design is the discipline that fixes that.
Salesforce signs definitive agreement to acquire Fin
We’re excited to share that we just signed an agreement for Salesforce to acquire Fin for ~$3.6B.
How to make the case for giving your AI Agent system access
Without access to your backend systems, your AI Agent can answer questions, but it can’t take action. A customer asks to change their payment plan, they get a clear explanation,...
Extending Fin as the most open Agent platform
Fin can be used as a Service Agent on top of HubSpot and Freshworks, meaning you can use the world’s best Agent without migrating off your helpdesk.
Playing a different game
Announcing Fin Voice 2, a major upgrade to Fin Voice with over 20 new features, and our first product built on Apex Flash.
The ultimate guide to knowledge management for your Service Agent
Everything you need to know about building and maintaining a knowledge base that powers your Service Agent, in one comprehensive guide.
Speed-to-lead is a solved problem
Speed-to-lead made sense when the lag was unavoidable. An AI Agent removes it. Here’s what that means for how you build, staff, and measure your sales org.
What really matters when evaluating AI Agents for customer service?
Performance is only one factor in determining if an AI Agent is the right fit. Here's what else to consider.
How we develop pricing and packaging at Fin
At Fin, pricing and packaging must balance the needs and wants of our customers and our broader vision. Here's how we do it.
Ready for your busiest day: How we scale
Every system has limits. Competence is knowing where they are, measuring them, and moving them before customers reach them. Here's how we do this at Fin.
Agents can do the work
Agents today are more capable than ever. When businesses struggle to deploy them, it's a reflection of organizational readiness.
Operator: A look under the hood
Operator is a powerful Agent that helps you manage, optimize, and continuously improve your AI-first support organization. Here's more insight into how we built it.
Meet Operator: An Agent for your customer operations
Learn how Operator can help you understand, manage, and improve your customer experience in a way that has never been possible before.
The ultimate guide to knowledge management for your Sales Agent
Everything you need to know about building and maintaining a knowledge base that powers your Sales Agent, in one comprehensive guide.
Today Intercom becomes Fin
We're changing the name of our company to Fin. Intercom will live on as our customer service software platform, but Fin is our future.