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Build better customer relationships through conversational, messenger-based experiences.
Intercom is a customer messaging platform designed for businesses that want to build better customer relationships through conversational, personalized experiences across the entire customer lifecycle. Its standout features include intelligent chatbots, targeted messaging campaigns, and a unified inbox that combines support tickets, live chat, and proactive outreach. The platform excels at helping businesses provide exceptional customer support while also driving growth through strategic customer communication and engagement.
Customer messaging and support
Intercom is giving support teams a more disciplined way to change how its Fin AI agent behaves. The company has introduced Evals and Releases, two products designed to test proposed changes before launch, validate them…
Intercom is giving support teams a way to test Fin before putting changes in front of customers. The company’s new Evals and Releases system combines simulated testing, controlled deployment and live-conversation…
Intercom has introduced Operator, a new autonomous management layer designed to monitor, diagnose, and optimize AI-powered customer support systems without requiring constant human oversight.
Intercom launched Operator on May 15, a new AI agent designed to manage and optimize customer support operations. The announcement arrives shortly after the company released Fin for Ecommerce, signaling a push to expand…
Intercom announced Intercom 2, positioning it as the first helpdesk purpose-built for environments where AI agents and human support staff work side by side. The platform introduces more than 60 updates designed to…
Intercom has added workforce management capabilities directly into its helpdesk platform, giving support leaders a single system to forecast demand, build schedules, and track team performance. The feature, announced on…
Intercom has launched Fin for Ecommerce, an AI agent designed to handle the complete customer journey for online stores, from initial browsing through purchase and post-sale support. The tool integrates directly with…
Intercom has announced it will unveil Fin Operator, a new product designed for AI-first customer support operations, at a virtual event on May 14. The company describes the launch as a major product reveal that will…
Intercom announced Fin for Ecommerce on May 7, positioning its AI customer agent to handle the entire online shopping experience within a single conversation thread. The update marks a shift from traditional…
Intercom has launched Intercom 2, a comprehensive overhaul of its customer support platform designed to unite AI agents, human support teams, and backend systems in a single workflow. The company announced the release…
Intercom has announced it will reveal Fin Operator, described as a major new product designed to transform how teams deliver customer experiences in AI-first support operations. The company will present the product on…
Intercom is expanding its AI agent Fin beyond customer support with the introduction of Fin for Sales, a move the company positions as the first step toward a unified Customer Agent that handles the entire customer…
Support teams spend hours sifting through conversation threads, trying to spot patterns that signal a bigger problem. By the time someone connects the dots, dozens of customers may have already hit the same issue…
Intercom has rolled out Intercom 2, a major update to its customer support platform that includes more than 60 improvements across inbox management, automation, and team workflows.
Intercom is bringing its AI agent Fin to Discord community channels, marking a shift in where automated customer support lives. The move acknowledges that support conversations increasingly happen in public community…
Intercom demonstrated its Fin for Sales AI agent last week at the Fin x Attio event, showing how the tool can engage prospects, run product discovery, qualify leads, and book meetings in a single conversation. The demo…
Intercom has published The Sales Agent Blueprint, a comprehensive implementation guide designed to help sales and revenue teams deploy AI agents for inbound sales. The resource mirrors the company's earlier Service…
Intercom has announced on LinkedIn the launch of Monitors, a quality assurance system designed to replace manual QA processes in customer support operations. The new system evaluates every conversation handled by both…
Intercom has been shipping weekly updates to Fin, its AI-powered customer service agent, over the past several months as part of a broader push to establish what it calls the Customer Agent category. The company…
Intercom announced Fin for Sales, a new capability that extends its AI agent beyond customer support into inbound sales workflows. The update positions Fin as what the company calls a Customer Agent, capable of handling…
Intercom has launched Fin for Sales, marking the first time its AI agent will operate outside customer support and work across multiple departments throughout the customer lifecycle. The company announced the move on…
Intercom has extended its Fin AI agent into sales territory, launching a version that manages inbound prospects from initial contact through qualification and meeting scheduling.
Intercom has rolled out Data and Action Suggestions for Fin, a feature designed to help support teams identify and close the gaps that prevent their AI agents from resolving more customer conversations. The update…
Intercom will host a live product announcement on February 25 to demonstrate significant updates to its AI automation capabilities, specifically targeting complex customer support scenarios that traditionally required…
Intercom has announced major updates to two key features in Fin, its AI-powered customer support agent: Procedures and Simulations. The updates were highlighted in a LinkedIn post featuring insights from Christopher…
Intercom has introduced Simulations in Fin, a new testing capability designed to help support teams validate AI agent behavior before deploying automation at scale.
Intercom has released a comprehensive set of updates to its Fin product suite, focused on making AI agent setup more accessible and expanding voice capabilities for customer support teams.
Intercom has added pronunciation rules to Fin Voice, its AI-powered voice agent, allowing companies to customize how the agent pronounces brand names, product terms, and industry-specific vocabulary during customer…
Intercom has rolled out background noise cancellation for Fin Voice, its AI-powered voice agent, addressing one of the most common friction points in customer support calls: ambient sound from noisy environments.
Intercom has streamlined the setup process for Fin, its AI-powered shopping assistant, on Shopify stores. What previously required manual configuration now takes under two minutes, the company demonstrated in a recent…
Intercom has rolled out three significant upgrades to Fin Voice, its AI-powered phone support agent, addressing some of the most common friction points in automated voice interactions.
Intercom is preparing to announce significant new features for its Fin AI agent platform at a live event on March 24, the company revealed in a LinkedIn post featuring CEO Brian D. reacting to customer requests. The…
Intercom is rebranding its customer support newsletter from The Ticket to The Blueprint, shifting editorial focus toward the operational challenges support leaders face as AI agents become core infrastructure rather…
Intercom announced a comprehensive observability suite for Fin, its AI customer support agent, positioning the release as the most complete set of monitoring tools available for AI agents in customer service. The update…
Intercom has transformed its Fin Analyze product into a comprehensive observability system, adding new Monitors and Recommendations features to help support teams understand and improve their AI agent performance. The…
Rhidian Boobier from Numan and Kat Crichton from Glean joined Intercom's Ruth O'Brien to detail how their teams have scaled AI-first support operations without sacrificing quality. Both companies reported resolution…
Intercom has launched Monitors in Fin, a new observability suite designed to give support teams visibility and control over AI agent behavior at scale. The announcement comes as Fin processes 2 million customer queries…
Intercom announced Monitors, a new product feature that gives customer service teams direct control over how AI agents handle conversations. The company unveiled the capability at Fin Labs Paris, a three-day workshop…
Intercom has announced on LinkedIn a new command-line interface designed to let AI coding assistants deploy and manage its Fin customer support agent entirely through terminal commands. The company demonstrated setting…
Solidcore, a boutique fitness brand with more than 160 studios across the United States, has deployed Intercom's Fin AI agent to resolve support requests across multiple channels, saving the company an estimated 12,000…
Intercom has launched specialized roles for Fin, its customer agent platform, marking what CEO Eoghan McCabe calls the most significant development since the category's inception. The first role available for general…
Intercom has launched Fin for Sales, a new role for its AI agent that handles the complete inbound sales process without human intervention. The feature, announced on the company blog, allows Fin to engage prospects…
Intercom is expanding its AI agent Fin beyond customer support into go-to-market roles, the company announced on LinkedIn. Fin currently delivers over 2 million resolutions per week for more than 8,000 customers…
Intercom has released CX Score Reasons, a new analytics layer for its AI-powered customer experience metric that lets support teams identify specific factors driving each conversation's quality rating. The update adds…
AppFolio, which supports more than 20,000 property management companies, has moved from a fully human support model to one where Intercom's AI agent Fin now handles the majority of frontline customer conversations…
Intercom closed 2025 with a flurry of product releases, shipping more than 200 new products and features across its Fin AI agent and Helpdesk platforms. The company announced Fin 3, the latest version of its AI customer…
IG Group, a global online trading and investment platform, has scaled its customer support using Intercom's Fin AI agent across multiple channels and languages, achieving deflection rates of up to 70% and customer…
Intercom has introduced the Fin Flywheel, a continuous improvement framework designed to help companies systematically enhance their AI agent performance over time. The system organizes the entire lifecycle of AI agent…
Freepik spent half a year attempting to build native AI support inside Salesforce. Three engineers. Countless iterations. No production deployment.
Intercom announced it is making its vertical customer service models available to everyone, including competitors. The move represents a significant shift in how the company positions its AI technology in the market.
Intercom released a series of updates this month centered on its AI support agent Fin, including Fin Apex 1.0, a custom language model purpose-built for customer service. The company claims Apex 1.0 outperforms existing…
Intercom has released a command-line interface designed specifically for AI coding assistants like Claude Code to deploy and configure its Fin customer support agent without ever leaving the terminal.
Intercom released Fin Apex 1.0, a new AI model designed specifically for customer service that the company claims outperforms existing solutions on resolution rates, accuracy, and response speed. The model is now live…
Intercom announced today that its vertical customer service models are now available for anyone to use, including direct competitors. CEO Eoghan McCabe shared the news on LinkedIn, describing the models as…
Intercom has expanded its Analyze platform into what the company calls a complete observability system for AI-powered customer support. CPO Paul Adams announced the updates at Fin Labs in Paris, introducing Monitors and…
Intercom has launched Monitors in Fin, a new quality control layer designed to continuously evaluate conversations against company-defined standards. The feature addresses a persistent challenge in AI-powered customer…
Intercom has released Apex, positioning it as the first AI model purpose-built for customer service that outperforms all general-purpose models at support tasks. The announcement, made by CEO Eoghan McCabe on LinkedIn…
Intercom showcased real-world results from its AI-first customer support approach at Fin Labs in Paris, where representatives from healthcare startup Numan and enterprise search company Glean shared how they've scaled…
Intercom has launched Monitors, a new observability suite within its Fin AI agent platform, designed to address one of the biggest challenges facing teams deploying AI at scale: understanding what happens behind the…
Intercom introduced Monitors, a new feature designed to give customer service teams complete oversight of AI agent performance and conversation quality, announced at the Fin Labs event in Paris last week.
Intercom is set to unveil major updates to Fin, its AI-powered customer support agent, on March 24 during a live event in Paris with online streaming available globally. The company is positioning these updates as a…
Intercom has rebranded its customer support newsletter from The Ticket to The Blueprint, signaling a strategic shift toward helping support leaders navigate the operational complexities of implementing AI in their…
Intercom announced three Fin Voice upgrades: pronunciation rules to control how brand, product, and industry names are spoken; 11 new natural voices to better match brand tone; and automatic background-noise reduction…
Fin Labs is a three-day learning event in Paris (Mar 24–26) focused on transforming customer experience with AI. Interactive daytime workshops cover scaling AI performance and redesigning teams; evening panels examine…
Intercom will showcase several highly requested product features — some already shipped, one coming soon — in a live product announcement on March 24. The event will be held in Paris and streamed online.
Intercom's 2026 Customer Service Transformation Report finds AI can handle up to 90% of a human agent’s annual ticket workload (example: RB2B), saving thousands of hours, speeding responses, and improving customer…
Intercom has published results from a three-year transformation that rebuilt its customer support function around AI, achieving an 81% automation rate while absorbing over 300% more customer demand without proportional…
Intercom has collapsed the setup process for connecting its Fin AI assistant to Shopify stores from what was previously a multi-step configuration into a sub-two-minute experience that requires no code and no manual…
Intercom has shipped a substantial February update to its Fin AI agent platform, introducing features that make it easier for teams to configure complex support workflows, customize voice interactions, and connect their…
Intercom has released three new features for Fin Voice, its AI-powered voice agent, giving businesses more control over how their automated customer service sounds and performs. The updates include 11 new voice options…
Intercom has scheduled a major product announcement for March 24 that will focus on enhancing its AI Agent capabilities, the company announced on LinkedIn. The teaser suggests updates across four core areas…
Intercom has added pronunciation rules to Fin Voice, its AI-powered voice agent, giving companies precise control over how their brand names and specialized terminology are spoken during customer interactions.
Circle Medical has deployed Intercom's Fin AI Agent to handle patient communications, cutting resolution time by 58% while maintaining strict healthcare compliance standards.
Intercom has rolled out background noise cancellation for Fin Voice, addressing a common pain point in customer support calls. The feature aims to filter out ambient sounds from environments like cars, airports, and…
Intercom has unveiled a new feature called Procedures, designed to help users build AI agents capable of handling even the most complex queries. In a brief explanatory video, Luis H. outlines how these Procedures work…
Intercom has announced 12 significant updates to its Procedures and Simulations features, enhancing automation capabilities for small business teams. This update aims to simplify the handling of complex customer…
Intercom has launched a new feature called Simulations in its Fin product, designed specifically to assist support teams in effectively implementing automation at scale. This innovative tool enables users to run…
Intercom announced 12 updates to its Procedures and Simulations capabilities last week, expanding what its AI agent Fin can handle without human intervention. The company demonstrated the new features through a…
Next week, Intercom is hosting its inaugural Machine Learning Meetup in London. This event will bring together experts from the AI Group and Machine Learning Scientist team for an evening filled with insightful…
Today, Intercom announced significant updates to its Procedures and Simulations features, aimed at enhancing AI-driven query resolution for users. This new functionality promises to empower users to tackle complex…
Intercom has announced significant updates to its Procedures and Simulations features within the Fin platform, enhancing the capabilities for AI-driven automation in customer support. This update allows teams to better…
Intercom has announced significant updates to its Fin tool, specifically enhancing the Procedures and Simulations features. These improvements aim to streamline workflow and improve user experience.
Intercom proudly celebrates a significant milestone: the achievement of 5,000 AI resolutions through its innovative AI support tool, Fin. This accomplishment not only showcases the capabilities of AI in modern customer…
In a recent update, Intercom dives into the essential strategies for ensuring AI agents transition from impressive demos to reliable performance in production. Drawing on the experiences of Anthropic, who successfully…
Intercom has unveiled insights from its latest publication, "The 2026 Customer Service Transformation Report," highlighting the transformative role of AI in enhancing customer support efficiency and experiences. As AI…
Intercom has announced the upcoming Pioneer Summit, set to take place on October 8, 2026, in San Francisco. This event will focus on the transformative power of AI in customer service, bringing together leaders in the…
Intercom is set to unveil significant updates to its Procedures & Simulations on February 25. This release promises to enhance how AI is utilized within customer support, moving beyond basic FAQ handling to managing…
Intercom recently hosted the AI Agent Blueprint event in New York City, gathering over 150 leaders from customer service, product, and technical fields. This event aimed to explore the essential components necessary for…
Intercom's recent feature in The New York Times highlights its transformative journey toward becoming an AI-first customer service solution. Initially facing challenges post-ChatGPT release, CEO Eoghan McCabe recognized…
Intercom has released its 2026 Customer Service Transformation Report, shedding light on the current landscape of AI usage within support teams. The report discusses the widening deployment gap in AI applications and…
Intercom recently highlighted insights from "The 2026 Customer Service Transformation Report" regarding the evolution of AI in customer service. The discussion emphasizes the significant impact of deep AI integration…
Intercom has unveiled Fin’s Data and Action Suggestions, a new feature designed to enhance the performance of AI agents by addressing critical data and action gaps during customer interactions. This innovative tool aims…
Intercom announced significant updates to its Fin product for January, including a Performance Report, an Optimize Dashboard with AI-powered suggestions, and new features like Image Answers. These improvements aim to…
Intercom highlights crucial findings from their 2026 Customer Service Transformation Report, revealing that only 10% of support teams achieve mature AI deployment. Teams with mature deployment reported higher quality…
Fin Suggestions enables users to get hours of work done in minutes by analyzing customer conversations and recommending precise actions to enhance performance. It features pre-populated, inline edits to articles that…
Intercom is gearing up for its GSKO FY27 in Dublin, focusing on AI-first customer service as a key theme. The event will align field teams and partners on strategic goals for the year. Special thanks to sponsors like…
Peddle has enhanced its customer support operations by implementing Intercom’s AI Agent, Fin. With chat volume surging, Peddle's team faced challenges that required a shift in strategy. After adopting Fin, they achieved…
Intercom's Fin now allows support tools to send screenshots and GIFs from existing content, providing customers with step-by-step visual guidance. This feature works automatically across all channels without requiring…
The 2026 Customer Service Transformation Report reveals that AI integration significantly improves support quality for mature teams. Those fully deploying AI see nearly double the quality improvements compared to…
Intercom has introduced the Automation Rate as a new metric for measuring the effectiveness of AI Agents in customer service. This metric is intended to serve as a North Star for executives, emphasizing its importance…
Intercom's latest research reveals that while 62% of support teams report improved customer service metrics post-AI implementation, deeper integration leads to even greater gains. Teams with mature AI deployment not…
On February 25, Intercom will announce significant updates to Procedures and Simulations, enhancing AI automation for complex customer queries. Join the live product announcement featuring Chief Product Officer Paul…
Intercom has introduced Automation Rate as a new metric for measuring the effectiveness of AI customer service agents, positioning it alongside the company's existing CX Score quality measurement.
Intercom has upgraded Fin, its AI-powered support agent, to provide visual answers by surfacing screenshots and GIFs directly from existing support documentation. The feature, announced on LinkedIn, aims to help…
Peddle, an online marketplace for end-of-life vehicles, has automated roughly 70 percent of its support queries using Intercom's Fin AI Agent, the company shared in a new case study. The deployment comes as Peddle's…
Intercom has released Fin Suggestions, a feature designed to help support teams improve their AI agent's performance by analyzing conversation data and recommending specific article edits.
Intercom released a set of updates to Fin, its AI-powered customer support agent, announced on LinkedIn on January 30. The January release focuses on measurement and optimization, introducing new ways for support teams…
Intercom has shipped CX Score, an AI-driven customer experience metric. CX Score underwent months of deep statistical validation and human review of thousands of real conversations to ensure trust and reliability before…
Intercom has opened a new Berlin office at Zimmerstraße 78 to expand R&D capacity and scale its Fin product. The Berlin hub will focus on AI, engineering, product, research, and design. Intercom plans to hire 100 people…
Intercom’s Fin now includes Topic Trends, which automatically surfaces notable changes in grouped customer conversations—spikes or drops in volume, CX score declines, or shifts in resolution effectiveness. It delivers a…
Intercom launched Fin over Slack, enabling Fin to answer customer questions directly inside Slack. Replies remain threaded, context is preserved, emoji reactions work, and all conversations are visible and tracked in…
Intercom’s Fin integrates with Slack to handle customer support directly in communities and Connect channels. Teams can connect Slack workspaces and escalate conversations using keywords, @mentions, or emojis so Fin can…
Gamma rebuilt support by placing Intercom’s AI agent Fin at the front of every inbound conversation. Fin now participates in 100% of conversations and resolves 75% end-to-end, reducing human-routed queries to 25%. Gamma…
Intercom surveyed more than 2,400 support teams to understand how they’re using AI, where it delivers the most value, and how support operations are being rebuilt. The findings will be published in the 2026 Customer…
Intercom engineers ship code about 180 times per workday. In a new blog, Danny F. and Ryan S. explain how they make high-velocity releases safe: treating pipeline blocks as high-priority incidents, prioritizing testing…
Intercom’s 2026 Customer Service Transformation Report, based on 2,400+ support teams, shows a widening gap between teams that only experiment with AI and those that deploy it deeply. Key findings: deeper AI deployment…
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