The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
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 ensure every customer gets consistent, high-quality support.
Customer Engagement 36 min watch
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.
AI & Automation 15 min read
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 experiences that boost retention and revenue.
Customer Service 39 min watch
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 support: longer resolution times, frustrated customers, and burned-out agents.
Customer Service 4 min read
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, across any platform.
Customer Service 45 min watch
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.
Product & Design 26 min watch
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.
Customer Service 30 min watch
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.
AI & Automation 9 min read
With AI transforming customer support, organizations must prioritize data protection. Learn how we’ve built our AI products with security-first principles to safeguard customer information while delivering exceptional service.
Customer Service 2 min read
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, and more.
