{"id":19313,"date":"2019-01-30T08:11:17","date_gmt":"2019-01-30T08:11:17","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=19313"},"modified":"2024-09-24T14:49:10","modified_gmt":"2024-09-24T13:49:10","slug":"how-we-use-bots-at-intercom","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/","title":{"rendered":"How we use bots at Intercom"},"content":{"rendered":"<p>We&#8217;ve talked a lot about how businesses can use\u00a0<a href=\"https:\/\/www.intercom.com\/blog\/operator\" target=\"_blank\" rel=\"noopener noreferrer\">chatbots<\/a> to accelerate sales, marketing and support. Maybe you wonder if we practice what we preach \ud83d\ude09. Here&#8217;s an inside look at how we use our bots 24\/7.<\/p>\n<p>Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality. We use our bots to automate everything from workflows to conversations. With the release of <a href=\"https:\/\/www.intercom.com\/blog\/customizable-bots\" target=\"_blank\" rel=\"noopener noreferrer\">Custom Bots<\/a> and <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/resolution-bot\" target=\"_blank\" rel=\"noopener noreferrer\">Resolution Bot<\/a> last year, our bots are helping us grow our business \u2013 just like our customers.<\/p>\n<p>Below I share examples plus true \u201clessons learned\u201d advice on getting started with bots at your company.<\/p>\n<h2 id=\"automating-our-sales-and-marketing\">Automating our sales and marketing<\/h2>\n<p>We use Custom Bots to proactively engage with people coming to our marketing website and send them on the right customer journey based on their goals. Fully customizable, these chatbots are like friendly receptionists who make sure to guide you in the right direction after you walk in the door. They&#8217;re improving our sales and marketing efficiency in three key ways:<\/p>\n<ol>\n<li>Now we&#8217;re qualifying leads 24\/7 and instantly connecting them with the right next step, whether that\u2019s booking a meeting with sales or delivering a relevant piece of content.<\/li>\n<li>We&#8217;re engaging higher-intent leads faster.<\/li>\n<li>We&#8217;re asking more qualification questions on pages with lower-intent visitors.<\/li>\n<\/ol>\n<p>At Intercom, we have more than 10 Custom Bots running at all times on key landing pages commonly visited by our highest-intent leads. The bots do different things based on the page they&#8217;re on and what visitors tell us about their goals. For instance:<\/p>\n<ul>\n<li>On our <a href=\"https:\/\/www.intercom.com\/blog\" target=\"_blank\" rel=\"noopener noreferrer\">homepage<\/a>, the bot triggers after six seconds and routes visitors to the appropriate team based on their goals and whether or not they&#8217;re an existing user.<\/li>\n<li>On our <a href=\"https:\/\/www.intercom.com\/blog\/pricing?current_tab=all_intercom_tab\" target=\"_blank\" rel=\"noopener noreferrer\">pricing page<\/a>, the bot triggers almost immediately and offers assistance with choosing a plan or connecting with a sales rep.<\/li>\n<li>On our demo page, the bot triggers immediately and gathers the person&#8217;s company name, email address and personal name.<\/li>\n<li>On our blog, the bot triggers after a minute if there&#8217;s an upcoming webinar that&#8217;s relevant to the blog post, and prompts the reader to sign up.<\/li>\n<li>On live chat or bots resource pages, the bot triggers typically after 30 seconds and invites visitors to learn more about how Intercom can help them achieve their goals. At the end of the flow, visitors are given the chance to speak with the <a href=\"https:\/\/www.intercom.com\/blog\/sales-team\/\" target=\"_blank\" rel=\"noopener noreferrer\">sales team<\/a>, sign up for a newsletter or check out other resources like our blog or webinars.<\/li>\n<\/ul>\n<div class=\"oembed-wrapper oembed--wistiainc\"><iframe loading=\"lazy\" title=\"CustomBots_blog Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/rkp4ivtftm?dnt=1\" allow=\"autoplay; fullscreen\" allowtransparency=\"true\" frameborder=\"0\" scrolling=\"no\" class=\"wistia_embed\" name=\"wistia_embed\" msallowfullscreen width=\"500\" height=\"281\"><\/iframe><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/div>\n<p><span style=\"font-size: small;\"><em>The Custom Bot on our pricing page<\/em><\/span><\/p>\n<p>David Carr, our Sales Operations Manager, has this advice for teams <a href=\"https:\/\/www.intercom.com\/blog\/help\/operator\/custom-bots\/crush-your-number-with-custom-bots\" target=\"_blank\" rel=\"noopener noreferrer\">configuring Custom Bots<\/a> for the first time:<\/p>\n<ol>\n<li><strong>Determine where you should add a chatbot. <\/strong>Add bots to the pages that your highest-intent leads are visiting. You want them to have as little friction as possible in talking to sales. The converse is true too. On pages that might not convert as well, consider using a bot to add leads to a <a href=\"https:\/\/www.intercom.com\/blog\/the-ultimate-marketing-technology-stack\/\" target=\"_blank\" rel=\"noopener noreferrer\">nurture<\/a> campaign until they\u2019re ready to talk to sales.<\/li>\n<li><strong>Consider your team size and capacity.<\/strong> If you have a busy team, collect more qualification information upfront before routing a lead to make sure they are a good fit. Or use enriched <a href=\"https:\/\/www.intercom.com\/blog\/customer-intelligence\" target=\"_blank\" rel=\"noopener noreferrer\">customer data<\/a> to determine if visitors meet certain criteria, such as an employee count threshold, before connecting them with the sales team.We took advantage of these features ourselves when we <a href=\"https:\/\/www.intercom.com\/blog\/remote-team-new-sydney-office\/\" target=\"_blank\" rel=\"noopener noreferrer\">opened our Sydney office<\/a>. The office was in a brand new region and time zone for Intercom so we added more qualification steps to the Custom Bot to better manage the conversation pipeline for our small group of Down Under teammates.<\/li>\n<li><strong>Never send a low-intent visitor to No Man\u2019s Land.<\/strong> Create simple, straightforward paths for every visitor that lead them to an action, whether that\u2019s scheduling a demo, signing up for a webinar, or reading a relevant blog post. Your bot should behave in a way that reflects your brand \u2013 conversational, professional and helpful.<\/li>\n<\/ol>\n<p>If you want to learn more, check out <a href=\"https:\/\/www.intercom.com\/blog\/starter-kits\/sales-chatbots\" target=\"_blank\" rel=\"noopener noreferrer\">our guide on using chatbots<\/a> to acquire, qualify and convert leads at scale.<br \/>\n<a href=\"https:\/\/www.intercom.com\/blog\/starter-kits\/sales-chatbots\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/Inside-Complete-Guide-Chatbots-for-Sales.png\" alt=\"The Complete Guide to Chatbots for Sales\" \/><\/a><\/p>\n<h2 id=\"automating-support\">Automating support<\/h2>\n<p>Perhaps it\u2019s no surprise but our Customer Support team is a huge fan of Resolution Bot \u2013 we use the heck out of it! \ud83d\ude09 Resolution Bot automatically answers common customer questions so our support team can focus on tougher questions and tasks.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Resolution Bot has taken on such a large part of our support work that it has become like a teammate in and of itself&#8221;<\/p><\/blockquote>\n<p>Resolution Bot has taken on such a large part of our support work that it has become like a teammate in and of itself. It\u2019s completely integrated into our team processes \u2013 like updates to other help content and Saved Replies, we are constantly updating Resolution Bot replies and creating new ones for new products and features. We have nearly 200 answers set up! Updates to the bot are simply a regular part of our day-to-day work.<br \/>\n<script src=\"https:\/\/fast.wistia.com\/embed\/medias\/8q9uw4tibd.jsonp\" async><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<div class=\"wistia_embed wistia_async_8q9uw4tibd aligncenter\" style=\"height: 461px; position: relative; width: 500px;\"><\/div>\n<p>Eric Fitzgerald, our Senior Customer Support Representative, shares some tips that have been particularly helpful for the support team:<\/p>\n<ol>\n<li><strong>Go broad and go deep.<\/strong> Focus on questions your customers ask frequently to maximize Resolution Bot\u2019s effectiveness. The <a href=\"https:\/\/www.intercom.com\/blog\/the-100-answer-challenge\/\" target=\"_blank\" rel=\"noopener noreferrer\">more answers you set up<\/a> for these questions, the more opportunities Resolution Bot has to engage.<\/li>\n<li><strong>Think of Resolution Bot as a resource for all of your customers<\/strong>, answering topics that impact many of your customers rather than just a small portion. This ensures every answer a customer gets from Resolution Bot is relevant to them.<\/li>\n<li><strong>Develop a habit of keeping Resolution Bot updated.<\/strong> Check up on your answers once in a while, add new answers as your business changes, and make sure they are up-to-date for your customers. The <a href=\"https:\/\/www.intercom.com\/blog\/help\/operator\/answer-bot\/answer-bot-how-to-create-an-effective-answer\" target=\"_blank\" rel=\"noopener noreferrer\">more up-to-date your answers<\/a> are, the fewer questions your support team will need to resolve \u2013 leaving more time for tougher inquiries or more valuable tasks.<\/li>\n<\/ol>\n<h2 id=\"behind-the-scenes-efficiency\">Behind-the-scenes efficiency<\/h2>\n<p>While we use Resolution Bot and Custom Bots to streamline our user-facing work, we deploy <a href=\"https:\/\/www.intercom.com\/blog\/help\/operator\/task-bots\/automate-simple-actions-with-task-bots\" target=\"_blank\" rel=\"noopener noreferrer\">Task Bots<\/a> to automate our backend tasks. Task Bots are simple but powerful automations that help us gain efficiency and save valuable minutes, sometimes hours, from our workflows. At Intercom, we use them across sales, marketing and customer support.<\/p>\n<p>For instance, Customer Support uses Task Bots to <a href=\"https:\/\/www.intercom.com\/blog\/help\/support-and-retain-customers\/set-expectations\/let-your-users-know-when-to-expect-a-response\" target=\"_blank\" rel=\"noopener noreferrer\">set reply time expectations<\/a> with our customers. A Task Bot also automatically asks our customers to <a href=\"https:\/\/www.intercom.com\/blog\/help\/operator\/task-bots\/measure-customer-satisfaction-with-conversation-ratings\" target=\"_blank\" rel=\"noopener noreferrer\">rate their conversation<\/a> with us so our team can gauge how they\u2019re doing. And within our help articles, a Task Bot automatically opens a conversation for people who rate the article with a \ud83d\ude10, so our support team can offer more help.<\/p>\n<div class=\"oembed-wrapper oembed--wistiainc\"><iframe loading=\"lazy\" title=\"Conversation ratings_final Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/m1s35emues?dnt=1\" allow=\"autoplay; fullscreen\" allowtransparency=\"true\" frameborder=\"0\" scrolling=\"no\" class=\"wistia_embed\" name=\"wistia_embed\" msallowfullscreen width=\"500\" height=\"281\"><\/iframe><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/div>\n<p>While these are simple automations, they make a big impact on our customer satisfaction.<\/p>\n<p>On the sales side, our Sales team uses Task Bots to <a href=\"https:\/\/www.intercom.com\/blog\/help\/operator\/task-bots\/automatically-qualify-leads\" target=\"_blank\" rel=\"noopener noreferrer\">qualify inbound leads<\/a> who respond to our Visitor Auto Messages by asking for a name, email address and company name before connecting them with a rep. This saves our sales reps a lot of time when you add up the number of conversations they manage daily. They can spend this time <a href=\"https:\/\/www.intercom.com\/blog\/storytelling-live-chat-sales\/\" target=\"_blank\" rel=\"noopener noreferrer\">crafting more personal conversations<\/a> with each lead.<\/p>\n<hr \/>\n<p>The automation technology that enables our bots \u2013 Operator \u2013 is fully integrated into our sales, marketing and support operations here at Intercom. In the coming year, we will continue to invest in Operator to make our automation capabilities more robust. Watch this space!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We&#8217;ve talked a lot about how businesses can use\u00a0chatbots to accelerate sales, marketing and support. Maybe you wonder if we practice what we preach \ud83d\ude09. Here&#8217;s an inside look at how we use our bots 24\/7.&hellip;<\/p>\n","protected":false},"author":361,"featured_media":19316,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[12897,3],"tags":[],"coauthors":[12944],"class_list":["post-19313","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How we use bots at Intercom - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Take an inside look at how we use Intercom&#039;s Custom Bots, Resolution Bot Bot, and Task Bots to drive 24\/7 efficiencies for our marketing, sales and support workflows.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How we use bots at Intercom\" \/>\n<meta property=\"og:description\" content=\"Take an inside look at how we use Intercom&#039;s Custom Bots, Resolution Bot Bot, and Task Bots to drive 24\/7 efficiencies for our marketing, sales and support workflows.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2019-01-30T08:11:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-24T13:49:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"3933\" \/>\n\t<meta property=\"og:image:height\" content=\"1864\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Orinna Barton\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@orinnaweaver\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Orinna Barton\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/\"},\"author\":{\"name\":\"Orinna Barton\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/3d2a9504ecf7d55261fb77d1163595f5\"},\"headline\":\"How we use bots at Intercom\",\"datePublished\":\"2019-01-30T08:11:17+00:00\",\"dateModified\":\"2024-09-24T13:49:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/\"},\"wordCount\":1258,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/01\\\/CustomBots_Illustration_BLOG_Hero.jpg\",\"articleSection\":[\"Customer Engagement\",\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/\",\"name\":\"How we use bots at Intercom - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/01\\\/CustomBots_Illustration_BLOG_Hero.jpg\",\"datePublished\":\"2019-01-30T08:11:17+00:00\",\"dateModified\":\"2024-09-24T13:49:10+00:00\",\"description\":\"Take an inside look at how we use Intercom's Custom Bots, Resolution Bot Bot, and Task Bots to drive 24\\\/7 efficiencies for our marketing, sales and support workflows.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/how-we-use-bots-at-intercom\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/01\\\/CustomBots_Illustration_BLOG_Hero.jpg\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/01\\\/CustomBots_Illustration_BLOG_Hero.jpg\",\"width\":3933,\"height\":1864},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"name\":\"The Intercom Blog\",\"description\":\"Articles and Podcasts on Customer Service, AI and Automation, Product, and more\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\",\"name\":\"The Intercom Blog\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"width\":1000,\"height\":1000,\"caption\":\"The Intercom Blog\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/intercominc\",\"https:\\\/\\\/x.com\\\/intercom\",\"https:\\\/\\\/www.instagram.com\\\/intercom\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/2491343\",\"https:\\\/\\\/www.pinterest.ie\\\/intercom\\\/\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCJG0MvLP03kyzzAkD-w98aQ\",\"https:\\\/\\\/en.wikipedia.org\\\/wiki\\\/Intercom_(company)\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/3d2a9504ecf7d55261fb77d1163595f5\",\"name\":\"Orinna Barton\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/47c82cb8bff5c6a45bb06cf6a44f63d19df0c7ffd810c8c32be5afc156e26038?s=96&d=mm&r=pgc7215f97e9ae90ddac1c5aab6f4cd707\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/47c82cb8bff5c6a45bb06cf6a44f63d19df0c7ffd810c8c32be5afc156e26038?s=96&d=mm&r=pg\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/47c82cb8bff5c6a45bb06cf6a44f63d19df0c7ffd810c8c32be5afc156e26038?s=96&d=mm&r=pg\",\"caption\":\"Orinna Barton\"},\"sameAs\":[\"https:\\\/\\\/x.com\\\/orinnaweaver\"],\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/author\\\/orinnaweaver\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"How we use bots at Intercom - The Intercom Blog","description":"Take an inside look at how we use Intercom's Custom Bots, Resolution Bot Bot, and Task Bots to drive 24\/7 efficiencies for our marketing, sales and support workflows.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/","og_locale":"en_US","og_type":"article","og_title":"How we use bots at Intercom","og_description":"Take an inside look at how we use Intercom's Custom Bots, Resolution Bot Bot, and Task Bots to drive 24\/7 efficiencies for our marketing, sales and support workflows.","og_url":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/","og_site_name":"The Intercom Blog","article_publisher":"https:\/\/www.facebook.com\/intercominc","article_published_time":"2019-01-30T08:11:17+00:00","article_modified_time":"2024-09-24T13:49:10+00:00","og_image":[{"width":3933,"height":1864,"url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg","type":"image\/jpeg"}],"author":"Orinna Barton","twitter_card":"summary_large_image","twitter_creator":"@orinnaweaver","twitter_site":"@intercom","twitter_misc":{"Written by":"Orinna Barton","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/#article","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/"},"author":{"name":"Orinna Barton","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/3d2a9504ecf7d55261fb77d1163595f5"},"headline":"How we use bots at Intercom","datePublished":"2019-01-30T08:11:17+00:00","dateModified":"2024-09-24T13:49:10+00:00","mainEntityOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/"},"wordCount":1258,"publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg","articleSection":["Customer Engagement","Customer Service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/","url":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/","name":"How we use bots at Intercom - The Intercom Blog","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/#primaryimage"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg","datePublished":"2019-01-30T08:11:17+00:00","dateModified":"2024-09-24T13:49:10+00:00","description":"Take an inside look at how we use Intercom's Custom Bots, Resolution Bot Bot, and Task Bots to drive 24\/7 efficiencies for our marketing, sales and support workflows.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/how-we-use-bots-at-intercom\/#primaryimage","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg","width":3933,"height":1864},{"@type":"WebSite","@id":"https:\/\/www.intercom.com\/blog\/#website","url":"https:\/\/www.intercom.com\/blog\/","name":"The Intercom Blog","description":"Articles and Podcasts on Customer Service, AI and Automation, Product, and more","publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.intercom.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.intercom.com\/blog\/#organization","name":"The Intercom Blog","url":"https:\/\/www.intercom.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","width":1000,"height":1000,"caption":"The Intercom Blog"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/intercominc","https:\/\/x.com\/intercom","https:\/\/www.instagram.com\/intercom\/","https:\/\/www.linkedin.com\/company\/2491343","https:\/\/www.pinterest.ie\/intercom\/","https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ","https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)"]},{"@type":"Person","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/3d2a9504ecf7d55261fb77d1163595f5","name":"Orinna Barton","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/47c82cb8bff5c6a45bb06cf6a44f63d19df0c7ffd810c8c32be5afc156e26038?s=96&d=mm&r=pgc7215f97e9ae90ddac1c5aab6f4cd707","url":"https:\/\/secure.gravatar.com\/avatar\/47c82cb8bff5c6a45bb06cf6a44f63d19df0c7ffd810c8c32be5afc156e26038?s=96&d=mm&r=pg","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/47c82cb8bff5c6a45bb06cf6a44f63d19df0c7ffd810c8c32be5afc156e26038?s=96&d=mm&r=pg","caption":"Orinna Barton"},"sameAs":["https:\/\/x.com\/orinnaweaver"],"url":"https:\/\/www.intercom.com\/blog\/author\/orinnaweaver\/"}]}},"jetpack_featured_media_url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/01\/CustomBots_Illustration_BLOG_Hero.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/19313","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/users\/361"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/comments?post=19313"}],"version-history":[{"count":0,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/19313\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media\/19316"}],"wp:attachment":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media?parent=19313"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/category?post=19313"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/tags?post=19313"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/coauthors?post=19313"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}