Intercom

Thanks to all who joined us at our Fin meetup with Linear on deploying AI Agents as teammates on June 30th. We hosted an energised crowd keen to stay on the cutting edge of AI Agents, who brought thoughtful questions and infectious energy to our London office. Special shoutout to our SVP of Engineering, Jordan Neill, Linear’s Engineering Lead, Tom Moor, and our Solutions Engineer Luis H. for walking us through what it really takes to make AI Agents go beyond simple automation to work as true teammates. Interested in joining us at future meetups in your city and deep-dive into AI Agents? Subscribe to our Luma calendar—see the link in the comments.

If you’re evaluating AI support tools, this is what real-world performance looks like. We caught up with early Fin adopters at a recent event and asked how it’s actually going. Their answer? Less stress, higher resolution rates and 100% CSAT in some cases. AI promises are everywhere right now. What really matters are the outcomes.

Worried an AI Agent won’t represent your brand the way a human would? That was Breathe’s concern too. As an HR software company, tone and empathy are core to their brand. Their support team is known for their calm, warm responses, and they didn’t want to lose that as they introduced automation. This playbook breaks down exactly how they trained Fin to feel like part of the team – matching their tone, ethos, and support standards. Their customers now rate Fin’s support just as highly as their human agents. If you’re figuring out how to make AI work without compromising your brand, start here.

Customers really didn’t like early support chatbots. But today’s AI agents are changing minds, and fast. We surveyed 1,000+ consumers and showed them modern AI in action. The result? A clear shift in sentiment and trust, with 63% saying that AI will make support easier and faster. Fin AI Agent is doing exactly that, and this month’s Built For You update brings new capabilities: - More natural, conversational answers from Fin. - Easier ways to test and improve Fin’s performance. - And lots more. Dive into the latest edition of Built For You below.

We showed 1,000+ consumers a real AI Agent in action – then asked how they felt. 🔼 Trust rose 18 points 🔼 Positive sentiment jumped 20 points 🔼 Expectations for faster, easier support climbed 25 points Your customers are more ready for AI than you think. Show them it works and they’ll start expecting it from every brand, including yours. Download the full report now (link in the comments).

We've been making big claims about the superiority of Fin. Today we're putting our money where our mouths are. If we can't achieve our industry-best starting resolution rate of 65%, we'll pay you $1M.

AI doesn’t just improve metrics, it transforms teams. Hear how Fin has made these support leaders rethink team structures, how time is spent, and how to boost morale by giving agents space to grow.

An afternoon and an idea...and Pioneer comes to life. In our latest demo, Justin shows how Intercom’s brand design team used Claude to execute the visual ideas behind Pioneer, no engineer needed. Learn more about Pioneer, the summit for AI customer service leaders, and see Justin's work irl at the link in the comments.

You’ve read the /ideas blog. Now you can listen. Introducing the /ideas podcast – each episode brings together leaders from the world’s most forward-thinking companies to share how they’re reworking how they build, operate, and think in the age of AI. In the first episode of /ideas, Chief Product Officer Paul Adams talks with Co-founder and Chief Strategy Officer Des Traynor about how AI is reshaping everything: how we build products, structure teams, and go to market. Listen to Episode 1 now ↓

We’re building smarter tools every day, but some things still come down to human touch. Emily Bach, Customer Support Team Lead at Mangomint, brings clarity on what that looks like in practice: balancing speed with patience, industry expertise with empathy, and showing up for customers in ways that feel personal. In our latest Response Time interview, Emily shares what she’s learned about navigating urgency without losing the human thread, and why building trust is just as important as resolving issues. There’s also a productivity tip involving tea and one of the better potential book titles we’ve heard: “Command K: Shortcuts to a Happy Customer." Full interview on the blog – link on the final slide.