The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. Birdie’s Maxime Manseau explores the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents.
Customer Service 4 min read
At Built For You Spring ’25, we show you how Fin AI Agent is redefining what’s possible for customer service with new capabilities to answer any question, on any channel, across any platform.
Customer Service 45 min watch
RB2B’s Robb Clarke details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically – saving the team 132+ hours monthly.
Product & Design 26 min watch
How do you redesign information architecture without disrupting users? Senior Product Designer Pranava Tandra breaks down the process, from balancing simplicity with depth to making AI features more discoverable.
Customer Service 30 min watch
Intercom support leaders break down key insights from Intercom’s 2025 Customer Service Transformation Report, exploring how AI is reshaping support teams, driving efficiency, and elevating customer experiences.
AI & Automation 9 min read
With AI transforming customer support, organizations must prioritize data protection. Learn how we’ve built our AI products with security-first principles to safeguard customer information while delivering exceptional service.
Customer Service 2 min read
In our latest “Response Time” interview, we ask Harry Spence, Director of Customer Support at ScreenCloud, about what he can do that a bot will never be able to replicate, and more.
AI & Automation 7 min read
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
Emily Lampert, Head of Product Support at Anthropic, discusses why Anthropic chose to partner with Intercom and how they balance automation with human expertise.
Engineering 5 min read
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.
