Customer Service 4 min read
Response Time: Vol. 37
In our latest “Response Time” interview, we ask Kelly Burnette, Classroom Success Manager at Writable from HMH, about the strangest thing a customer has asked her, and more.
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 8 min read
Fin over email: How we built a multichannel AI agent
There’s a perception that AI for customer service can only function over chat. However, our next-generation Fin AI Agent is truly omnichannel – discover how we developed AI technology that delivers great support over email.
Customer Service 29 min listen
The Ticket: Listen to highlights from Pioneer 2024
Hear all the highlights from Pioneer, our first ever AI customer service summit, where we brought together industry leaders and experts to explore how AI is revolutionizing customer service.
Engineering 16 min read
Evolving Intercom’s database infrastructure
Discover how Intercom is evolving its database infrastructure by migrating to Vitess and PlanetScale, unlocking greater scalability, reliability, and zero-downtime maintenance.
Customer Service 8 min read
Pioneer 2024: Intercom’s first ever AI customer service summit, in summary
Check out all the news, highlights, key sessions, and product announcements from Pioneer 2024, Intercom’s first ever AI customer service summit.
AI & Automation 10 min read
Pioneer innovator spotlight: How Synthesia managed a 690% spike in customer contact without increasing headcount using AI and automation
We spoke with Constantina Samara, Head of Support at Synthesia, about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI.
AI & Automation 9 min read
Pioneer innovator spotlight: How Nuuly resolves 38% of queries instantly with Fin AI Agent and maintains 95% CSAT
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her motivation for adopting AI in customer service, the immense impact it’s had so far, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service.
AI & Automation 11 min read
Pioneer innovator spotlight: How Lightspeed achieves up to 65% resolution rate with Fin AI Agent
We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce, about burning topics in the CS space, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and more.
AI & Automation 2 min read
Fin 2: Powered by Anthropic’s Claude LLM
Fin 2 now runs on Anthropic’s Claude, a cutting-edge LLM which provides the levels of intelligence, performance, and reliability that lets us deliver even more value to our customers.
