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Were Intercom the AI customer service company helping businesses deliver incredible customer experiences at scale. Our platform combines Fin, the #1 AI Agent for customer service, with our next-generation Helpdesk, a modern workspace that gives support teams the power, speed and intelligence they need.
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Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-first platform is built on a single AI system, with two major components that will allow you to deliver the remarkable customer service youve spent decades striving for: Fin AI Agent: The human-quality AI agent that works with any Helpdesk Intercom Customer Service Platform: The AI-first platform trusted by thousands of support leaders. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom believes there's a new way to do customer service.
Intercom reposted this
Alannah C., AI Support Engineer at Gamma, has been instrumental in transforming their support to over 100M users. Using Fin and now Operator, Alannah designs complex workflows, tests them, spots gaps in performance, and improves the knowledge Fin draws onall in plain language. Hear how she and Gamma continue to reinvent their support operations, at this years Pioneer. Register to attend via the link in our comments.
Intercom reposted this
Today were announcing Evals and Releases, two new products to help you ship improvements to Fin safely and confidently. Evals test how Fin behaves before any changes go live, running scenarios based on your real conversations and scoring the results against criteria that you set. Releases control how those changes reach customers, with A/B tests on live traffic so you can prove an improvement worked before rolling it out to everyone. When AI handles your customer experience, you need to be able to trust that your Agent is going to do the things that the business wants, and behave in the ways youve told it to. Now, combined with Monitors, which evaluate every live conversation in real time, you can evaluate Fins behavior at every stage: before, during, and after you make a change. This is Eval-driven delivery. Learn more about it in the link below.
moreWhen an AI Agent gets held up at security review, it's rarely because of the technology. It's usually because your CISO is missing the information they need. They don't know how you plan to use the Agent, what data it touches, or what actions it can take. In this edition of The Blueprint Newsletter, Fins CISO, Thibault Candebat covers everything you need to prepare for your security team to give an AI Agent a confident yes.
AI can happen to your people, or for them. Which one comes down to how you lead them through the change. In this edition of the Blueprint Newsletter, we share five ways to bring your people with you as you roll out AI, from being honest about how the work is changing to showing them where their careers can go next.
CSAT was never built for a world where AI handles most of your conversations. It captures less than 10% of them, and the answers you do get skew to the extremes. As AI takes on more, that blind spot only grows. This week, William Lane wrote about how we're closing that gap at Fin by scoring every conversation instead of sampling a handful. In this edition of the Blueprint Newsletter, we break down how we do this, how to set targets from your own data instead of carrying over old CSAT thresholds, and how full visibility turns recurring problems into things you can actually fix. If you're making CX decisions on a fraction of the picture, this one's worth a read.
When your product team is shipping fast, your AI Agent needs to keep up. We've shipped 191 product updates at Fin in the first half of this year alone. Our New Product Introduction Manager Sean Reid wrote about how we make sure our Agent is ready for every single one. He breaks down the process: getting support into launch planning early, the three-step checklist we run every time (prepare review test), and why a single owner keeps it all from falling through the cracks. If your product team is shipping faster than you can update your knowledge base, this might help.
Last week, hundreds of customer service leaders joined us at Fin Labs NYC. The question on everyone's minds? How to go further with AI. In this edition of the Blueprint Newsletter, we share some of the most practical takeaways from the event to help you do exactly that. If you weren't able to catch them in person, we've also included recordings of our conversations with leaders at companies like Clay, Kalshi, and Growth Unhinged about their AI transformation journeys and key learnings so far. Subscribe to the Blueprint Newsletter and join more than 32,000 CX professionals forging ahead with AI.
Any AI Agent can look impressive in a demo environment. But what really counts is how it holds up as part of your support team and the experience your customers have interacting with it. Most teams are rigorous when evaluating Agent options. The problem is they're only testing part of what determines success. In this edition of The Blueprint Newsletter, Declan I. breaks down everything you need to factor in when making your choice, so you can be sure you've set yourself up for long-term success. While performance is important, you need to go deeper: how does the Agent handle real-world conditions? What does the experience feels like for customers? Can you keep improving it after launch? Subscribe to the Blueprint Newsletter and join more than 31,000 CX professionals making smarter decisions with AI.
Intercom reposted this
"We made a conscious decision to become Fin's best reference customer by redesigning our support model entirely around AI." That's Declan I., our VP of Customer Support. And we did exactly that. Before any other business deployed Fin, our own team did. We went all in: new roles, new workflows, new standards. The results? Support didn't shrink. It got better: - 83% of support volume fully automated - 300% more demand absorbed as we've grown, without breaking - 2x increase in feature adoption and expansion revenue from proactive engagement - Every conversation that reaches a human is now genuinely complex, cross-functional, and technically demanding The question isn't whether AI can transform your support, it's whether you're ready to go all in. Read the full story linked in the comments and see what that looks like.
Intercom reposted this
We're proud to share that Fin has been named Leader and Momentum Leader in AI Customer Support Agents by G2, with the highest satisfaction score in the entire category. Here's what the numbers say: 96/100 satisfaction score, the highest in the category 95% of users rated Fin 4 or 5 stars 89% would recommend Fin to others 5-month average ROI payback period (vs. 8-month category average) These results come from 495 verified reviews, more than any other product in the category. Customer service teams need AI that actually works. These scores reflect what happens when the technology delivers. Read the full Spring 2026 G2 Grid Report at the link in the comments
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