AI & Automation 24 min watch
This is getting real: Welcome to the AI revolution
The open questions raised by the rise of AI are now getting answers. Discover how AI went from possible to inevitable to certain.
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 27 min watch
AI, psychology, and the future of customer support: Insights from Synthesia’s Head of Support
Constantina Samara, Head of Customer Support at Synthesia on how her background in psychology informs her approach to AI-driven customer service and how Synthesia is leveraging AI to enhance both support efficiency and the customer experience.
AI & Automation 5 min read
From support to sales: Turn eCommerce conversations into customers with Fin
Discover how Intercom’s next-gen customer service AI agent Fin empowers eCommerce companies to scale support, drive conversion rates, and boost brand loyalty.
Customer Service 27 min watch
Scaling Customer Support with AI: Nuuly’s Winning Formula
Natalie Hurst, Director of Customer Success at Nuuly, talks about the immense impact AI had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service.
AI & Automation 6 min read
Customer service trends as we know them are dead
AI has forever changed customer service; we’ve moved beyond trends and into a transformed world of AI-first CS. Learn how to thrive in this new era.
Product & Design 9 min read
Designing for clarity: How we restructured Intercom’s information architecture
Rethinking the information architecture of a complex app isn’t easy. Learn how we simplified the Intercom navigation, enhanced the user experience, and created space for AI innovation.
Customer Service 28 min watch
A Day in the Life of a Support Operations Analyst
Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work and the ongoing need for optimization in customer support tools.
Customer Service 6 min read
Transform fintech customer service with Fin
Discover how Intercom’s next-gen customer service AI agent Fin empowers fintech companies to scale support, boost satisfaction, and ensure compliance.
Customer Service 1 min watch
The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce
In this episode Angelo Livanos, who leads support at Lightspeed Commerce, shares insights into leaning into the AI revolution and helping shape the future of CS.