A new era of Insights has arrived

Would love to get started with this since the webinar, however EU workspaces are yet to be updated. also waiting for MCP news regarding EU workspaces..

Using this a TON this week and blown away by the efficiency. We’re monitoring our weekly CX score with Fin AI Agent conversations, and finding gaps that were more difficult to spot earlier with older reporting methods. 

Quicker and better reports = quicker action and better customer support! Thanks Intercom! 🙌🏼

This looks super useful.

The CX Score alone is a big win — getting a clear view of support quality without relying on surveys is something a lot of teams need.

Topics Explorer is great too. Being able to quickly see what customers are talking about (and what's trending) can save a ton of time.

And the Optimize Dashboard with actionable suggestions? That’s going to help teams improve fast without guessing what to fix.

Really looking forward to seeing how this plays out in real-world use.

Can’t wait to learn about all the things we don’t know or haven’t thought to watch for.

Since a CSAT score/survey wouldn’t be needed, how do companies share with customers that their sentiment (both good and bad) are being heard?

Love this question because it’s the bit everyone ends up thinking about once AI starts supplementing CSAT

I work at eesel AI (we build AI bot agents for Intercom https://www.intercom.com/app-store/?app_package_code=chatgpt-support-bot) and we’ve seen teams handle this in a pretty lightweight way. Most folks just surface sentiment in a periodic roundup or a “what we’re hearing” section in newsletters or success check ins so customers know the feedback loop is still alive even without surveys.

\You can also share a quick summary in release notes or changelogs when you fix something that Insights or Fin flagged which helps people feel heard. And honestly once the AI is classifying tone across every convo it often gives you a better pulse than CSAT ever did.