The Intercom Blog

Articles and Podcasts on Customer Service, AI and Automation, Product, and more

Published Jul 11, 2025 6 min

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 te… Read more

Published Jul 9, 2025 6 min

Notes from a product design vibe coding hackathon

Published Jul 4, 2025 20 min

Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates

Published Jun 27, 2025 28 min

How a “Bot Wrangler” uses AI to scale support without compromise

Published Jun 16, 2025 4 min

Response Time: Vol. 46

Response Time Vol.46

Published May 29, 2025 47 min

Measuring every conversation: How CX Score is changing the game

Published May 19, 2025 2 min

Response Time: Vol. 45

Response Time Vol.45

Published May 1, 2025 4 min

Introducing MCP: A new way to connect Fin and your customer data to your business tools

Introducing the Model Context Protocol (MCP)

Published Apr 29, 2025 2 min

Building trust through responsible AI: Intercom achieves ISO/IEC 42001 certification

Building trust through responsible AI

Published Apr 28, 2025 3 min

Response Time: Vol. 44

Response Time Vol. 44