Intercom

“Yeah, but does it work?” “What about the customer experience?” “Is it safe?” “What about quality control?” “Can I trust these AI agents?” Find your answers at intercom.com/fin

Just how valuable is customer service? Let's think about this in a different way... How valuable is it for your doctor to be able to connect, empathize, and build trust with you? In the latest episode of Off Script, Intercom's CEO and Co-Founder, Eoghan McCabe, goes deep into the importance of great customer service, and the possibilities of what it could look like in an AI-first world. You can watch the full video now on Intercom's YouTube channel!

🇲🇹 The Intercom team is on the ground at Day 1 of SiGMA World, bringing the ultimate AI agent for customer support to the premier gaming conference! If you’re in Malta, make sure to stop by booth #2073 to meet Fin. We’re also sponsoring the official Sigma networking drinks alongside our partners, Intuitive CX, this evening – we hope to see you there!

It’s been one month since Fin 2 was unveiled at Pioneer, setting a new standard in AI-driven support. Discover how the most advanced AI agent in customer service can help you deliver top-tier support, scale faster, and boost efficiency. This is what the future of customer support looks like.

🧠 Where do you go to get your customer support leadership news?

🗣️ Self-service support shouldn’t feel like a maze 🗣️ We've all been there. You're stuck in an app and can't find or figure out the thing you want. It's a simple question that shouldn’t require reaching out to support—so you take it upon yourself. But the help center is full of long, confusing articles, unhelpful FAQs, dated screenshots and videos, and information that's close but isn't 𝘲𝘶𝘪𝘵𝘦 what you need. It’s like you’re trying to find a needle in a haystack. In the dark. In a snowstorm. Your problem could be solved with just a few improvements. But what would make the biggest difference? Drop your thoughts and vote below—what matters most to 𝙮𝙤𝙪?👇

🎄 Ready for the holiday support rush? While the holiday season typically brings a well-deserved reprieve from the daily grind, customer service professionals will tell you there’s another side to the story. The spike in holiday-related shopping corresponds with a similar spike in support volume – and stress levels. But with Fin 2 and new AI features, you can breeze through rising conversation volumes without missing a beat! You’ll find tips to help you ensure customer support that is fast, personal, and stress-free this season in this edition of the Built For You newsletter. 👇 What are your biggest challenges during the holiday rush? And how do you plan to handle the holiday surge? Let’s discuss your strategies below!

𝗦𝗔𝗠𝗘 𝗙𝗜𝗡, 𝗗𝗜𝗙𝗙𝗘𝗥𝗘𝗡𝗧 𝗣𝗟𝗔𝗧𝗙𝗢𝗥𝗠𝗦! Yes, you read that right—Fin, Intercom’s AI agent, integrates directly with your existing support platform. Whether your team’s on 𝗭𝗲𝗻𝗱𝗲𝘀𝗸 or 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗖𝗹𝗼𝘂𝗱, Fin is ready to plug right in, delivering powerful AI-driven support—no migration required. Beyond human-quality support, here’s what Fin brings to your team: 📧 Instant support across your channels (tickets, cases, email, live chat, SMS, and social) 🧠 A deep understanding of all your support content ⚙️ Seamless integration with your existing automations and reports ⚡️ Adherence to your ticket or case routing rules 🤝 Effortless handoff to human agents when needed ⏱️ Up and running in under an hour Curious to see what the future of customer support looks like? Visit Intercom’s website to explore what Fin, the most advanced AI support agent can do for your customers, and your team.

The holiday season is right around the corner, which typically brings added pressure to support teams. But with AI in the mix, this year could look very different. In this installment of The Ticket (Intercom’s newsletter for CS leaders) Bobby shares 4 strategies to help lighten the workload on your team, improve their morale, and reframe how they think (and feel) about work during the busiest period of the year. Check it out and join the 21,000+ customer service champions who are the first to know when a new edition drops 🎟️👇

How would you describe your role to an alien? 🛸👽 Here’s Beth-Ann Sher, Senior Knowledge Manager at Intercom, putting it in terms the ETs would understand on a recent episode of The Ticket podcast. As more companies begin to roll out AI customer service agents, Knowledge Managers will become all the more important. Their work in keeping internal knowledge bases clean, consistent, and connected ensures that humans and robots alike can find the information they need with ease – and continue delivering customer experiences that are out of this world. You can listen to the full episode of The Ticket wherever you get your podcasts!