Intercom

Any AI Agent can look impressive in a demo environment. But what really counts is how it holds up as part of your support team and the experience your customers have interacting with it. Most teams are rigorous when evaluating Agent options. The problem is they're only testing part of what determines success. In this edition of The Blueprint Newsletter, Declan I. breaks down everything you need to factor in when making your choice, so you can be sure you've set yourself up for long-term success. While performance is important, you need to go deeper: how does the Agent handle real-world conditions? What does the experience feels like for customers? Can you keep improving it after launch? Subscribe to the Blueprint Newsletter and join more than 31,000 CX professionals making smarter decisions with AI.

"We made a conscious decision to become Fin's best reference customer by redesigning our support model entirely around AI." That's Declan I., our VP of Customer Support. And we did exactly that. Before any other business deployed Fin, our own team did. We went all in: new roles, new workflows, new standards. The results?  Support didn't shrink. It got better: - 83% of support volume fully automated - 300% more demand absorbed as we've grown, without breaking - 2x increase in feature adoption and expansion revenue from proactive engagement - Every conversation that reaches a human is now genuinely complex, cross-functional, and technically demanding The question isn't whether AI can transform your support, it's whether you're ready to go all in. Read the full story linked in the comments and see what that looks like.

We're proud to share that Fin has been named Leader and Momentum Leader in AI Customer Support Agents by G2, with the highest satisfaction score in the entire category. Here's what the numbers say: • 96/100 satisfaction score, the highest in the category • 95% of users rated Fin 4 or 5 stars • 89% would recommend Fin to others • 5-month average ROI payback period (vs. 8-month category average) These results come from 495 verified reviews, more than any other product in the category. Customer service teams need AI that actually works. These scores reflect what happens when the technology delivers. Read the full Spring 2026 G2 Grid Report at the link in the comments 👇

Most customer service teams are experimenting with AI. Very few are transforming because of it. The gap between those two things is larger than it looks; and right now, it's where the most consequential decisions in support are being made. Moving from a successful pilot to full production is where most teams struggle, so on May 27 we're hosting a session for the people doing exactly this work. Join Declan I., Forrester guest speaker Max Ball, and AppFolio's Guneet Singh, XMP for a webinar that will cover: ➤ Why AI agents are changing the economics of support delivery, not just the speed ➤ What's actually shifted in AI reliability, scale, and quality over the last 18 months ➤ Why the jump from pilot to production is harder than most teams expect ➤ How leading teams sequence for ROI without trading away customer experience ➤ What moving from experiments to production at scale actually looks like We'll also walk through how AppFolio took their AI resolution rate from 17% to 73%, while holding a CX score of 93%. That kind of result doesn't happen by accident. Register at the link in the comments.

Customer service is changing fast. AI is handling more of the work, creating a new kind of complexity. Until now, there hasn’t been a helpdesk built for the AI era. Enter Intercom 2. It’s built for a world where AI and humans work together, bringing everything into one system, with 60+ updates across how teams plan, detect issues, and manage quality: Workforce management that plans for both AI and human demand Real-time issue detection so you spot problems as they happen QA and performance tools across both AI and your team All in one place, working together. Click through to see how it works, and learn more about Intercom 2 at the link in the comments.

Today we’ve announced that our company, Intercom, is changing its name to Fin. It’s a big change, and below our CEO Eoghan McCabe explains exactly why we’ve done it.

Support teams have always had to plan staffing with incomplete information: → Separate tools → Manual forecasts → No clear view of what AI will handle vs. what humans need to cover Now, Workforce management is built directly into Intercom helpdesk, so you can forecast demand, build schedules, and track team performance all in one place. And crucially, it understands both AI and human work. It knows what Fin will take care of based on your resolution rate, and tells you what  your team actually needs to handle. So your schedules reflect reality, not guesswork. Brian and Laura walk through how it works in the video below. This is one of 60+ updates we introduced with Intercom 2 – you can watch the full announcement video at the link in the comments.