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How Intercom is Leading AI-First Customer Support

How Intercom is Leading AI-First Customer Support

Ben Tossell
April 11, 2024

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Intercom is taking a big swing with AI, shifting to an AI-first customer service company.

Intercom's approach to AI-first customer support revolves around three key stakeholders: the end user, the support rep, and the manager.

"We've kind of taken a big step back and being like, there are basically three stakeholders in a customer support conversation.”

Intercom's first focus was building for the end user with their AI agent, "Fin." The next tool they're launching is an AI co-pilot for support reps, followed by AI insights for support managers in the future.

In this interview with Des Traynor, Co-founder and Chief Strategy Officer, we spoke about:

What their new co-pilot does
How it works
How AI can augment customer service jobs now
The future of customer support with AI
How other companies are approaching AI in customer support
What it takes to become an AI-first company

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