Intercom

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.

AI is handling more of your support work. Now what? Most teams either absorb the capacity back into existing work or bank it as an efficiency gain. But what if you used the extra time to change the role support plays and actively drive revenue for your business? In this edition of The Blueprint Newsletter, Franka Martinovic shares how Fin taking on more led to us building out a consultative support function at Intercom, results we’ve seen so far, and what she would recommend to other support leaders who want to try something similar. If you haven’t already, subscribe to The Blueprint Newsletter and join more than 31,000 CX professionals who are learning how to make the most of going AI first. 

Fin now handles the full ecommerce journey, from browsing to purchase to support, all in a single conversation. Fin answers questions as customers shop, recommends the right products, guides them to checkout, and continues supporting them after the purchase. One Agent, every stage. Connect your Shopify store in minutes with full knowledge of your catalog, pricing, and inventory. No complex setup required. Powered by Fin Apex 1.0 and a retrieval engine purpose-built for ecommerce, Fin delivers higher quality experiences across every interaction. Shopify merchants are already seeing higher conversion rates and increased average order value. Watch Brian and Robert (and Fin) go from discovery to cart to support, all in a single conversation. You can learn more at the link in the comments.