Intercom

Last night in Berlin, we gathered a small group of CX, product and support leaders for an evening of real conversation. We talked about what it really takes to lead a support team through this AI shift: - Balancing day-to-day needs with long-term innovation - Upskilling teams without overloading engineering - Rethinking roles - and what growth looks like in a Fin-powered org To everyone who joined us: thank you. These are the conversations that move the industry forward. If you're heading to WeAreDevelopers today, don’t miss Paul’s talk at 10:50am: The End of Software As We Know It.

If you're in a regulated industry, adopting an AI Agent can feel like a risk. MONY Group plc shows how to do it safely. This playbook walks through exactly how they deployed Fin across sensitive workflows like identity checks and vulnerable customer conversations, while meeting the highest internal, legal, and compliance standards. If you're figuring out how to bring AI into support with the right guardrails in place, this is definitely worth a look.

I’ve been working at Intercom for over a decade building our Messenger channel. My team’s mission is to build channels that connect Intercom and Fin to anywhere you need to support your customers.  I’m really excited to talk about our newest channel, Discord. We’ve just started building it and I’ve been extremely impressed with how quickly we’ve been able to get this kicked off, utilising AI to help us build much faster than we’ve been able to in the past. I use Discord all the time for chatting to my friends online while playing games or watching sport. I’ve seen Discord grow significantly over the past year, becoming a very popular support channel, typically in high volume areas such as gaming, crypto and various AI communities. Huge shoutout to Abhimanyu Gangwar and Prabu W. who are doing fantastic work, moving fast to get this into our customers hands. I’ve recorded a brief demo of Fin in Discord below, if you’re interested in getting onto our Alpha list, let me know!

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.