Customer Service 1 min read
Response Time: Vol. 43
In our latest “Response Time” interview, we ask Lauren Gilbert, Senior Customer Happiness Manager at Memberful, about the most valuable thing working in customer service has taught them, and more.
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Engineering 5 min read
Evolving Intercom’s database infrastructure: Lessons and progress
An update on the progress we’ve made since launching an overhaul of Intercom’s database architecture with Vitess and PlanetScale. Find out how PlanetScale Metal has changed the game, unlocking greater scalability, performance improvements, and zero-downtime maintenance.
Customer Service 4 min read
Response Time: Vol. 41
In our latest “Response Time” interview, we ask Ehsan Rishat, Head of Customer Success at REsimpli, about his greatest productivity hack, the most valuable thing about working in support, and more.
AI & Automation 7 min read
Transform gaming support: Give every player VIP-level service with Fin
Discover how Intercom’s next-gen customer service AI agent Fin delivers VIP-level gaming support at scale, boosting player engagement and revenue while maintaining compliance.
Customer Service 38 min listen
Why Anthropic chose Fin to transform their customer support
Emily Lampert, Head of Product Support at Anthropic, discusses why Anthropic chose to partner with Intercom and how they balance automation with human expertise.
Customer Service 4 min read
Trust issues: How to help customers believe your AI agent
Struggling with customers not believing your AI agent even when it’s correct? You’re not alone. Here are some tips to help foster stronger trust in AI-powered support.
Customer Service 2 min read
Response Time: Vol. 40
In our latest “Response Time” interview, we ask Kostas Sveronis, Technical Support Manager at Yodeck, about the essence of great customer service, and more.
AI & Automation 6 min read
Build vs buy: The high bar for building your own AI agent
It might seem easy to build your own AI agent, but can you build something best-in-class? Building your own solution requires constant iteration, substantial resources, and typically delivers lower ROI than buying a pre-built AI agent like Fin.
AI & Automation 48 min watch
Intercom on Product: DeepSeek, Agents, and the Future of AI with Benedict Evans
Renowned tech analyst Benedict Evans joins us to unpack the latest AI shifts, from DeepSeek’s rapid rise to the ongoing debate between deterministic and probabilistic AI.