The Intercom Blog

Articles and Podcasts on Customer Service, AI and Automation, Product, and more

Published Feb 25, 2026 8 min

Announcing major updates to Procedures and Simulations: Enabling Fin to handle complex queries

See the latest updates to Procedures and Simulations, the foundation of how Fin handles complex work.

Published Feb 20, 2026 8 min

Transformation in action: Raising the bar for customer experience

Published Feb 13, 2026 6 min

Transformation in action: Why ROI becomes clearer with deeper integration

Published Feb 9, 2026 4 min

CX Score: How we built a metric support leaders can defend

Published Feb 5, 2026 7 min

Transformation in action: Why AI deployment depth makes the difference

Published Jan 28, 2026 5 min

The AI deployment gap is widening, don’t get left behind

Published Jan 26, 2026 10 min

The safety of speed: How we ship code 180 times per day

Published Jan 5, 2026 10 min

New research: Customer service team evolution

Published Dec 16, 2025 8 min

2026 customer service planning series: Vol. 05

Published Dec 9, 2025 5 min

2026 customer service planning series: Vol. 04