What is Intercom?

Intercom is an AI-first customer service platform designed to provide seamless support across all channels. It leverages artificial intelligence to enhance customer experience, improve agent productivity, and provide actionable insights for support leaders. Intercom’s suite of tools, including its AI agent Fin, helps businesses deliver fast, human-like support, manage complex queries, and drive operational efficiency with AI-powered automations. It's trusted by businesses like Coda, Atlassian, and Wolt for providing high-quality service at scale.

What Does Intercom Solve for Brands?

Many brands struggle with scaling customer support without compromising quality. Intercom addresses this by automating frontline responses, reducing inbound query volumes, and giving support teams the tools they need to handle complex issues more efficiently. With AI-driven insights and real-time data, Intercom helps support teams anticipate and solve problems proactively, ensuring better customer satisfaction while optimizing workflows and reducing operational costs.

Fin AI Agent

Fin is Intercom’s AI-powered support agent, designed to handle entire frontline customer support. It can resolve up to 50% of customer queries with human-like accuracy, ensuring that your customers get the help they need without requiring human intervention for every issue. This allows your team to focus on more complex and high-impact tasks, while Fin efficiently manages routine queries.

AI Copilot for Agents

Intercom’s AI Copilot provides agents with a personal AI assistant that delivers instant answers and guidance. By pulling information from past conversations and trusted sources, the AI Copilot ensures agents can resolve issues faster and more accurately. This boosts agent productivity by reducing the time spent searching for answers and allows them to focus on more strategic customer interactions.

Omnichannel Support

Intercom offers seamless omnichannel support, meaning that whether your customers reach out through email, SMS, live chat, or social media, all conversations are routed to a single inbox. This unified approach makes it easier for support teams to manage multiple channels, prioritize tasks, and provide fast, consistent responses no matter how customers choose to engage.

Multilingual Capabilities

With support for over 45 languages, Intercom’s multilingual capabilities make it an ideal choice for businesses with a global customer base. Fin and the help center can serve customers in their preferred language, providing personalized support without needing manual translations, ensuring that no language barrier stands in the way of excellent service.

AI Insights & Reporting

Intercom’s AI-powered insights give support leaders a clear view of how their team is performing. The platform generates detailed reports on key metrics like response times, resolution rates, and customer satisfaction. With real-time data and customizable dashboards, you can track performance and identify areas for improvement, helping you make data-driven decisions to optimize your support operation.

Help Center Integration

Intercom’s help center integration allows businesses to provide 24/7 self-service options to their customers. You can create a fully customized, on-brand help center that offers customers accurate, easy-to-find answers whenever they need them. This feature reduces the burden on your support team and empowers customers to resolve their issues quickly and efficiently.

Workflows and Automations

Intercom’s no-code workflows and automations simplify support processes by allowing you to set up automated actions. Whether it’s routing queries to the right team or triggering follow-up messages, these automations improve operational efficiency and ensure that your team can handle increasing volumes without sacrificing service quality.

Intercom FAQs

How does Fin differ from traditional chatbots?‍

Unlike typical chatbots that rely on pre-programmed responses, Fin uses advanced AI to understand customer needs and provide accurate, human-like answers, continuously learning from every interaction.

Is Intercom suitable for small businesses?‍

Yes, Intercom offers solutions that scale, making it a great choice for businesses of all sizes—from early-stage startups to enterprises.

What makes Intercom’s AI platform unique?‍

Intercom is the only AI-first customer service platform with a unified AI system that supports both customers and agents while providing insights for support leaders. Its ability to deliver human-quality support at scale sets it apart from other platforms.