The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Engineering 19 min watch
Hear the highlights (and lowlights) from a major Intercom outage, including what went wrong, how we fixed it, and the lessons we learned to prevent it from happening again.
Engineering 37 min watch
Discover how Intercom went from a patchwork of legacy systems and recurring incidents to a stable infrastructure that supports fast-moving product teams.
Customer Service 34 min watch
In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service.
Customer Service 4 min read
If your customers aren’t getting optimal results from your AI agent, they might not feel comfortable using it. The key to getting past this? Building trust by practicing transparency, providing guidelines, and setting expectations upfront.
Customer Service 3 min read
In our latest “Response Time” interview, we ask Sam Barrett, Head of Customer Experience at Runna, about how he goes the extra mile for customers, and more.
AI & Automation 46 min watch
Is the AI hype justified, or is there more to the story? Renowned industry analyst Benedict Evans cuts through the noise and reveals what AI really means for industries like customer service.
Customer Service 27 min watch
John Rossman joins us to discuss the concept of “Big Bet Leadership”, emphasizing the importance of making bold, high-stakes decisions in business.
Customer Service 2 min read
In our latest “Response Time” interview, we ask Victor Salinas, Head of Customer Success at VMetrix, about what movie robot he’d choose as his AI sidekick, and more.
AI & Automation 21 min watch
In the season finale of “Off Script”, our CEO and Co-founder Eoghan McCabe offers some predictions for how AI is going to transform customer service.