April 11, 2024
How Intercom is Leading AI-First Customer Support
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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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