Every support rep wishes they had their own personal AI assistant in the inbox, right? Now you can with our latest groundbreaking product release, Fin AI Copilot. This week on The Ticket podcast, our Senior Director of Automated and Proactive Support, Ruth O’Brien, and our Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and what big customer problems inspired us to create it. (Spoiler alert: agents were spending way too long in the inbox manually searching for answers). They also share insights into how valuable it’s been for our own Support team and custo ..read more

The era of AI-first Customer Service is here, and it will lead to happier customers and more strategic customer service teams. It’s already clear that AI will reshape society, just as major technology breakthroughs have done in the past. Technology doesn’t go backwards. The car created shopping malls, suburbia, and McDonald’s. The internet created instant communication, real-time shared events, on-demand everything, for anyone, anywhere on earth. We’re not going back to riding horses, nor printing out photos to post to our family across the world. AI is as big an invention as the internet, and ..read more

Intercom is leading the industry into a new era of AI-first Customer Service, and today we’re excited to reveal our latest breakthrough innovation – Fin AI Copilot. When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences – it has already helped customers with more than 8 million queries and resolves up to 80% of conversations instantly. And now, for the more complex questions that require an agent, we’re applying the same innovative AI to make your teams even more efficient. Fin AI Copilot gives every customer service agent ..read more

Today we launch Off Script, a new series of candid conversations with Intercom leadership about the extraordinary technological shift being driven by artificial intelligence. Without wanting to sound too dramatic, this is an “adapt or die” moment for every single tech company. And not just tech – pretty soon, it’s inevitable that virtually all businesses are going to go AI-first. In this post-AI world, new companies will rise, old companies will fall. Of course some of these new companies will flame out, some old companies will pivot successfully too. “We’re racing hard to build a future whic ..read more

Wednesday, April 10th, 2024. What might appear to be your average Wednesday will in fact be the day a new era of customer service is revealed. Join our CEO Eoghan McCabe at 5.30pm BST / 12.30pm EDT / 9.30am PDT on April 10th as we share some big news about our latest AI breakthrough. In this 15-minute, action-packed broadcast, you’ll learn how we’re evolving our entire platform to make things easier for your customers, agents, and support managers. Mark your calendars, set your reminders, and prepare to be part of a moment that will set the new standard for customer service. The countdown ..read more

You satisfy your customers, but can you satisfy our curiosity? With Lucía Achigar, Support Team Lead at Bunker DB. Please tell us a little bit about your company and what you do there. Bunker DB is a martech company, born in Uruguay almost 10 years ago and now present in most Latin American countries. We promote intelligent, simple, and fully automated marketing solutions. I’ve been working here for eight years, nowadays as Support Team Lead. What word or phrase in customer service jargon should be retired? I think we should definitely retire old-fashioned clichés, especially the ones that app ..read more

With customer expectations at an all-time high, it’s no surprise that businesses are constantly on the lookout for new and effective ways to elevate the customer experience. In this day and age, customers have a world of options at their fingertips for almost every need, so the experience you create for them can be make or break. But designing and consistently iterating on a customer journey is no small feat. Just think about how many touchpoints a user has with your business, from the moment they first encounter your brand right through to them becoming a happy customer and beyond. They all a ..read more

Every year, we survey thousands of customer service professionals to get a pulse on what’s happening in the support space and publish our findings in our annual Customer Service Trends Report. And while creating the report is one half of the magic, bringing it to life with the help of our team, customers, and peers is the part I love the most. For the 2024 edition of our report, we brought the customer service trends on tour. From global webinars to in-person events in Paris, New York, and London, we’ve had a blast unpacking the data and insights and getting our speakers’ and audiences’ takes ..read more

Feeding the AI beast with the accurate, up-to-date knowledge your customers need is key to success in this new era of AI-driven customer service. When your support team is constantly firefighting and tackling support queues, carving out time to do other things like create help content can feel costly. But, your knowledge content is – and always was – a key source of information to help your customers self-serve. Now, it’s also critical for fueling the AI support engine to give your customers accurate, trustworthy answers. As we’ve seen firsthand at Intercom, investing time and care into your h ..read more

You’ve probably met the Frankenstack – a friendly monster made with the best of intentions and from a concoction of different support software and tools. I talked about Frankenstacks recently on The Ticket podcast with our VP of Customer Support, Declan Ivory, and our Director of Human Support, Bobby Stapleton. I wanted to clarify one thing: my issue with Dr. Frankenstein’s monster is not that he’s assembled from different components. It’s that he’s ugly (or put more politely, his individual parts don’t work seamlessly together). In real terms, it’s not that I believe a single tool will do eve ..read more