{"id":29568,"date":"2023-12-19T17:50:17","date_gmt":"2023-12-19T17:50:17","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29568"},"modified":"2023-12-19T17:53:33","modified_gmt":"2023-12-19T17:53:33","slug":"2023-on-the-intercom-blog","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/2023-on-the-intercom-blog\/","title":{"rendered":"52 weeks that changed everything: 2023 on the Intercom Blog"},"content":{"rendered":"

Tech revolutions can sometimes be hard to notice at the very beginning, but the arrival of ChatGPT and generative AI over the past 12 months was not so much a tremor as an earthquake, transforming tech and reshaping entire industries.<\/p>\n

It\u2019s fair to say 2023 was not a mere \u201cturning point\u201d or one of those all-too-common \u201cparadigm shifts\u201d \u2013 no, 2023 was one \u201cWTF just happened\u201d moment after another.<\/p>\n

And Intercom has been right at the forefront of the revolution. The potential for generative AI to revolutionize customer service was obvious from the moment we first had a conversation with ChatGPT, and our AI and Product teams sprung into action. In the first few months of the year we released a range of AI features<\/a> to help customer support teams in the Intercom inbox, and in March we unveiled our AI chatbot Fin<\/a>, which has already responded to over 2 million customer requests.<\/p>\n

We\u2019ve had the incredible opportunity to tell this remarkable story here on the Intercom Blog and on our podcast \u2013 over the past 12 months, we\u2019ve published dozens of pieces exploring how AI will change customer service<\/a>, diving into the new opportunities it presents for customer service teams<\/a>, unpacking the implications of AI for product strategy<\/a> and product design<\/a>, as well as discussing some of the broader consequences for society<\/a>.<\/p>\n

Here, the Intercom Content team selects their favorite pieces from 2023. As always, thanks for reading, listening, and watching all year, we hope you\u2019ve found our material valuable and enjoyable. We can\u2019t wait for what 2024 has to offer \u2013 we have some big plans in store, and believe us when we say it\u2019s going to be a lot of fun.<\/p>\n

\n

Zara Burke<\/a>, Principal Editor<\/h2>\n

Bots \ud83e\udd16 and brains \ud83e\udde0: The winning combination for customer service \ud83e\udd29<\/a><\/h3>\n


\n“The chatbots are coming…and it’s not a bad thing.” The message behind this blog post and video comes at the perfect time for support reps who may be feeling a little apprehensive about what their future roles will look like.<\/p>\n

Yes, AI is coming to take away the boring, repetitive tasks that support reps didn’t want to do anyway. Instead, it’s opening up new opportunities for talented reps to do what they do best \u2013 use their creativity and empathy to solve tricky problems and delight customers.<\/p>\n

Like peanut butter and jelly, bots and brains are the perfect duo, elevating each other in all of the right ways (delicious \ud83e\udd6a).<\/p>\n