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      The Ticket Podcast: Unpacking the impact of AI on CX with PartnerHero's Mercer Smith

      The Ticket: Unpacking the impact of AI on CX with PartnerHero’s Mercer Smith

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • The ultimate guide to knowledge management in the age of AI

      • There’s no going back – the new era of AI-first Customer Service has arrived

      • AI skepticism is giving way to curiosity among customer service teams

      • Introducing Fin AI Copilot: Increase agent efficiency by 31%

      • The Ticket: Moment of truth – Fin AI Copilot in practice

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  • Customer Service
    • Featured in Customer Service

      Ultimate Guide to Knowledge Management – blog hero image

      The ultimate guide to knowledge management in the age of AI

      Beth-Ann Sher

      Senior Knowledge Manager

      Beth-Ann Sher
    • Editors picks

      • The Ticket: Unpacking the impact of AI on CX with PartnerHero’s Mercer Smith

      • Introducing Fin AI Copilot: Increase agent efficiency by 31%

      • The Ticket: Moment of truth – Fin AI Copilot in practice

      • There’s no going back – the new era of AI-first Customer Service has arrived

      • Something big is coming

      • See all articles
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  • AI & Automation
    • Featured in AI & Automation

      AI First Customer Service – Paul Adams blog hero

      There’s no going back – the new era of AI-first Customer Service has arrived

      Paul Adams

      Chief Product Officer, Intercom

      Paul Adams
    • Editors picks

      • Introducing ‘Off Script’, a new series from Intercom

      • Intercom on Product: Product strategy in the age of AI

      • Understanding AI: How we taught computers natural language

      • Five key takeaways about AI product management

      • Intercom on Product: Riding the AI wave in 2024

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  • Customer Engagement
    • Featured in Customer Engagement

      The Ticket podcast Stacy Sherman

      The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • 4 ways to personalize your marketing messaging and boost engagement

      • The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      • Becoming Fin: The story behind the name of our AI chatbot

      • The ultimate marketing technology stack

      • Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

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  • Product & Design
    • Featured in Product & Design

      Off Script Episode 1: Des Traynor on the AI revolution

      Introducing ‘Off Script’, a new series from Intercom

      Eoghan McCabe

      CEO, Chairman and Co-founder, Intercom

      Eoghan McCabe
    • Editors picks

      • Intercom on Product: The evolution of product management in the age of AI

      • Five key takeaways about AI product management

      • A new age of UX: Evolving your design approach for AI products

      • Intercom on Product: Riding the AI wave in 2024

      • All that glitters is not gold: Angel investor Christoph Janz on finding the right opportunities in AI

      • See all articles
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  • Engineering
    • Featured in Engineering

      10 engineering lessons from 6 years at Intercom

      Kuba Niechciał

      Director, Engineering, Intercom

      Kuba Niechciał
    • Editors picks

      • Understanding AI: How we taught computers natural language

      • Managing high availability at Intercom

      • How our infrastructure scales alongside our customers

      • Why Intercom is supporting the Embroider Initiative to update Ember

      • Intercom’s product principles: Shaping the solution to maximize customer value

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  • News & Updates
    • Featured in News & Updates

      Announcing Fin AI Copilot – Intercom blog hero

      Introducing Fin AI Copilot: Increase agent efficiency by 31%

      Alissa Tyrangiel

      Staff Product Manager, Intercom

      Alissa Tyrangiel
    • Editors picks

      • There’s no going back – the new era of AI-first Customer Service has arrived

      • The Ticket: How Fin AI Copilot changes the game for support teams

      • Intercom’s new and improved reporting features

      • Our AI chatbot Fin now supports your customers in 45 languages

      • Announcing ‘The Ticket’ and ‘Intercom on Product’: Get the content you’re looking for

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • The Ticket Podcast: Unpacking the impact of AI on CX with PartnerHero's Mercer Smith

      Customer Service 25 min watch

      The Ticket: Unpacking the impact of AI on CX with PartnerHero’s Mercer Smith

    • The Ticket: Moment of truth – Fin AI Copilot in practice

      AI & Automation 20 min watch

      The Ticket: Moment of truth – Fin AI Copilot in practice

    • Intercom Fin AI Copilot Built For You Olivia Singarella

      Customer Service 16 min watch

      Watch our Fin AI Copilot launch event

    • See all podcasts
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  • About Intercom

Engineering

Engineering 28 min listen

Quip’s Edmond Lau on how to become a more effective engineer

If you ask Edmond Lau, an engineer working on user growth and engagement at Quip, those outcomes have little to…

Adam Risman

Former Editor, Intercom

Adam Risman

Product & Design 3 min read

Why we sacrificed product capability for availability

When your company is experiencing growth, you need to concentrate on mitigating downtime – even when that means sacrificing capability….

Jess O'Brien

Product Engineer at Intercom

Jess O'Brien

Engineering 4 min read

An engineer’s take on the theory of dominant design

As an engineer, things that don’t make sense keep me up at night. I need to find some underlying order…

Cathal Horan

Senior Machine Learning Engineer, Intercom

Cathal Horan

Engineering 12 min read

How to run 1 : 1 meetings that work for 2

As an Engineering Manager it’s not always obvious where to allocate time for maximum impact. Time spent in 1:1 discussion…

David Lynch

Director, Engineering

David Lynch

Engineering 8 min read

Finding your way from maker to manager

The transition from engineer to engineering manager can be a tough one. But become a manager of engineering managers and…

Brian Scanlan

Principal Systems Engineer, Intercom

Brian Scanlan

Engineering 7 min watch

Building a startup within a startup

The more successful you become, the harder it is to apply a scrappy startup mindset to your product development. An…

Waheed El Miladi

Staff Product Engineer, Intercom

Waheed El Miladi
Connecting customers and developers with the Intercom Developer Program

News & Updates 3 min read

Opening up the power of Intercom’s platform

On Good Friday in 1962, Lou Groen trialled a new sandwich in his Ohio burger restaurant. It was a last-ditch…

Jasmine Jaume

Director, Product Marketing, Intercom

Jasmine Jaume

Engineering 23 min listen

Etsy engineering director Lara Hogan on public speaking

Lara Hogan is an engineering director at Etsy, the marketplace for buying and selling unique goods, and is probably best known for championing performance as part of the overall user experience.

Geoffrey Keating

Former Senior Editor, Intercom

Geoffrey Keating

Engineering 30 min listen

Intercom’s Darragh Curran on scaling engineering

Darragh joined Intercom in early 2012 as a product engineer and our second outside hire. Fast forward to today, and he’s…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
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