Intercom

There’s been a lot of talk about AI customer service…but it's finally found its voice. Our announcement on March 19th needs to be heard to be believed. If you’re leading the way in AI customer service, click ‘Attend’ to save your spot.

I’ve been working on ways to integrate our AI agent Fin into pretty much anything. So here’s a demo of Fin working over API. It means folks can use the full power of Fin, including workflows, actions, and any of the other future improvements we ship, wired up to anything they like - the command line, a cmd+K interface, their own messenger. As you can see it works pretty well right now - and we’re launching it to a beta soon!

A picture’s worth 1000 words… but are you going to make your customer type them? Fin won’t. Our AI agent can now read screenshots, documents, and photos – understanding key details, identifying issues, and providing accurate solutions without anyone needing to type a word. Want to know what else Fin can do? Register for Built For You Spring ‘25 on March 19th to find out 👉 inter.com/bfy-s25

Tom Hanks might not be looking for a career change, but if he ever does – Yodeck's Technical Support Manager has the perfect role for him. 𝙍𝙚𝙨𝙥𝙤𝙣𝙨𝙚 𝙏𝙞𝙢𝙚 is back! And in this edition, we sat down with Kostas Sveronis, a true service pro who knows that great customer service isn’t just about solving problems. It’s about building trust, staying patient, and sometimes... providing wellness support? (Yep, you read that right.) From navigating marathon-length customer queues to dealing with 𝘷𝘦𝘳𝘺 personal support requests, this interview has it all. Plus, a movie robot sidekick pick that we can’t argue with. Check out the full interview on our blog – 🔗 on the last slide.

In a post-AI world – everything is going to change. From products to pricing to performance. It’s not going to happen immediately, but it’s going to happen everywhere. And, it’s already started. So… what happens next? If you’re looking for some reasons to be optimistic about the future and want to learn more about the knock-on effects of AI, you can watch Des’s full talk from Pioneer on the Intercom YouTube channel!

You know that moment when you open a support chat and instantly feel the frustration coming through the screen? Yeah, we’ve all been there. There’s no perfect script for these moments – it comes down to instinct, experience, and knowing how to read the situation. Some reps go full empathy mode. Others de-escalate with humor. And some know that sometimes speed is the best strategy. Every support pro has their own strategy, what’s yours? And if you’re not a support rep, flip it around – what do you want a support agent to do when you’re not having a good time? Vote below, and let us know why in the comments!

The biggest threat to AI in support isn’t accuracy. It’s human psychology. AI agents can give the perfect answer in seconds; but if customers don’t trust them, they’ll escalate to a human anyway. Not because the AI is wrong, but because years of bad chatbot experiences have trained them to 𝘦𝘹𝘱𝘦𝘤𝘵 it to be. Because trust is built on experience, not flawless logic. Which means today’s support teams aren’t just rolling out AI, they’re also working to undo years of chatbot skepticism. The teams that can crack this won’t just improve AI adoption – they’ll win customer loyalty in the process. So what’s the fix? Ruth shares 3 ways to build trust in this edition of The Ticket (Intercom’s newsletter for Customer Support leaders) that are currently in action with our support team. 👇 Read it below and subscribe to join the 25,000+ others who stay plugged into the CS mainframe with the latest in the support conversation 🎟️⚡️

Customer service teams used to be trapped in a never-ending cycle: more growth → more tickets → more agents → repeat. AI just broke that cycle. 𝘍𝘰𝘳𝘦𝘷𝘦𝘳. 81% of teams say AI is changing the economics of support. Infinite scalability, fewer bottlenecks, better CX. Huge Ws. But here’s the thing – AI is leveling up support teams' ability to drive business growth, but only 54% of teams feel like they’re seen as a value driver. So where’s the disconnect? One reason: AI is new, and measuring ROI is… tough. Less than half of teams say they can do it. It's harder to get the recognition when you can't bring the receipts. But it doesn’t have to be that way. The right strategy and tools make AI’s impact obvious. The Customer Service Transformation Report breaks it all down. Tap in 👇 inter.com/transformation

AI in customer support gets all the hype for reducing ticket volumes and speeding up response times. And sure, it definitely does those things – but it’s also revolutionizing how we train and onboard new reps. Traditional training methods leave new service reps feeling overwhelmed and underprepared. They sit through a week (or two) of training, maybe they shadow for a few days. Then boom. They’re in the game. With AI, new hires get real-time guidance as they learn, without putting extra strain on senior reps. They ramp up faster, retain more, and feel more confident from day one. Lightspeed Commerce’s Angelo Livanos shares more on how the AI-first approach is transforming training; and why it’s a win for both reps and customers. Faster onboarding. Better performance. Happier teams. It's a win-win-win.

👀 How do you get your customers onboard with AI-first customer support? 👀 AI in customer service is advancing fast, and AI agents are more accurate than ever – but great customer service is built on trust. And establishing that trust can be a big hurdle. Customers want speed and efficiency, but don't want to feel like it's coming at the cost of accuracy or human understanding. Some may worry if the answer is correct. Others hesitate because they don’t know when a bot is responding vs. a human. So, what do you think makes the biggest impact on trust in AI-first support? Vote below, and let us know why in the comments 👇