{"id":31540,"date":"2025-08-13T11:38:10","date_gmt":"2025-08-13T10:38:10","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31540"},"modified":"2025-08-26T16:54:42","modified_gmt":"2025-08-26T15:54:42","slug":"the-blueprint-for-ai-in-support-didnt-exist-until-now","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/the-blueprint-for-ai-in-support-didnt-exist-until-now\/","title":{"rendered":"The blueprint for AI in support didn\u2019t exist. Until now."},"content":{"rendered":"

Rolling out an AI Agent doesn\u2019t just change how your team works \u2013 it changes who<\/em> your team is.<\/p>\n

That\u2019s something we learned firsthand. Before we launched Fin<\/a> publicly, our Support team became its first alpha\/beta tester and we had to move fast. No roadmap. No step-by-step guide. Just a powerful new technology, and a steep learning curve.<\/p>\n

That experience is exactly what led us to create The AI Agent Blueprint<\/em><\/a> \u2013 a resource we wish we\u2019d had when we were starting out, and one we hope will give other support teams a clearer path forward.<\/p>\n

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This post originally featured in our AI-first customer service newsletter,
\nThe Ticket<\/i>.<\/p>\n

 <\/p>\n

\ud83d\udc49 Subscribe<\/strong><\/a> and join the 28K+ customer service professionals who receive industry news, tips, and career guidance directly on their LinkedIn feed.<\/p>\n<\/blockquote>\n

Looking back, I won\u2019t lie and say I was cool, calm, and confident about how to do this \u2013 I was nervous as hell. I had no idea how to implement an AI Agent and ensure it resulted in huge cost savings and stellar customer experiences.<\/p>\n

We had older machine learning technology available to us (shout out to our first-gen chatbot, Resolution Bot), but as a complex software business, we really only used it for basic FAQs. In all honesty, we still had a way to go \u2013 both in using automation more effectively and in making the chatbot experience actually enjoyable for our customers.<\/p>\n

So why the urgency?<\/p>\n

When ChatGPT burst onto the scene nearly three (!!) years ago, Intercom\u2019s Machine Learning team immediately spotted the opportunity and dived into building the world\u2019s first (and objectively best<\/a>) AI Customer Service Agent.<\/p>\n

Suddenly, we were being asked to pilot this brand new technology with real customers and go all in ASAP. Because we were selling this powerful new functionality, we had to use it ourselves and show it off in the best possible light so customers would want to use it too. #nopressure<\/p>\n

No playbook, just a lot to figure out<\/h2>\n

Nobody had done this before. There was no how-to guide. Just a lot of unanswered questions:<\/p>\n