News & Updates

Hey folks – sharing something I hope will be useful for anyone in 2026 planning mode.Our VP of Support, Declan Ivory, has started a short 5-week series on how support orgs are shifting in the AI era. He’s in a unique spot driving these changes inside our own org and working with a huge number of support leaders doing the same in other companies, so a lot of common patterns and pain points keep surfacing.Week 1 covers the mindset shifts that need to happen before you get into org charts, roles, or systems.If you want to follow along, you can read it on our blog, follow the new LinkedIn newsletter, or pop your email here and get it straight to your inbox. Shout if there’s anything you’d

Hey, Intercom users! I wanted to share a new article that OpenAI has published highlighting Intercom’s learnings building Fin over the last few years. Check it out here:Intercom's three lessons for creating a sustainable AI advantage

Hi everyone! We’ve just posted for the very first time on our TikTok channel and so have entered the ‘extreme algorithm judgment’ phase™ (Tiktok boosts your first 5 posts to see how much engagement you get, so if we don’t get some engagement on our posts this week we will be relegated to obscurity 🙀) At Intercom, we really believe that the future of great customer service won’t happen with automation alone. Human + Automation is where the real magic happens. With our shiny bots and your beautiful brains anything is possible 💫So, we thought our first video should speak to that, and feature some genuinely amazing customer interviews to do it too (thanks to Constantina Samara from Synthesia, John O’Hara from Logikcull and Sam Miller from Dental Intelligence for letting us use their customer interviews).We’ll be posting everyday thi