Intercom

“Yeah, but does it work?” “What about the customer experience?” “Is it safe?” “What about quality control?” “Can I trust these AI agents?” Find your answers at intercom.com/fin

It’s a question that every customer service leader (and business leader) wants the answer to: “What big bet should we make in the age of AI?” On a recent episode of The Ticket podcast, Bobby sat down with John Rossman (who literally wrote the book on Big Bet Leadership) and asked him this exact question. Let’s just say that if you thought the last 25 years of digital transformation were wild – you’re going to want to hold onto your hat for the next 25. Watch John’s answer below and listen to their full conversation wherever you get your podcasts!

AI has broken the linear growth model, forever changing the economics of customer service. You no longer have to choose between speed, great customer experiences, and low costs. You can have all three – without adding headcount. AI-first customer service is flipping the script and turning support costs into lasting revenue gains, but there's also a price to delaying. Follow the URL on the last slide to download the full guide and learn how to determine the real ROI of AI for your team!

Just how valuable is customer service? Let's think about this in a different way... How valuable is it for your doctor to be able to connect, empathize, and build trust with you? In the latest episode of Off Script, Intercom's CEO and Co-Founder, Eoghan McCabe, goes deep into the importance of great customer service, and the possibilities of what it could look like in an AI-first world. You can watch the full video now on Intercom's YouTube channel!

🇲🇹 The Intercom team is on the ground at Day 1 of SiGMA World, bringing the ultimate AI agent for customer support to the premier gaming conference! If you’re in Malta, make sure to stop by booth #2073 to meet Fin. We’re also sponsoring the official Sigma networking drinks alongside our partners, Intuitive CX, this evening – we hope to see you there!

It’s been one month since Fin 2 was unveiled at Pioneer, setting a new standard in AI-driven support. Discover how the most advanced AI agent in customer service can help you deliver top-tier support, scale faster, and boost efficiency. This is what the future of customer support looks like.

🧠 Where do you go to get your customer support leadership news?

🗣️ Self-service support shouldn’t feel like a maze 🗣️ We've all been there. You're stuck in an app and can't find or figure out the thing you want. It's a simple question that shouldn’t require reaching out to support—so you take it upon yourself. But the help center is full of long, confusing articles, unhelpful FAQs, dated screenshots and videos, and information that's close but isn't 𝘲𝘶𝘪𝘵𝘦 what you need. It’s like you’re trying to find a needle in a haystack. In the dark. In a snowstorm. Your problem could be solved with just a few improvements. But what would make the biggest difference? Drop your thoughts and vote below—what matters most to 𝙮𝙤𝙪?👇

🎄 Ready for the holiday support rush? While the holiday season typically brings a well-deserved reprieve from the daily grind, customer service professionals will tell you there’s another side to the story. The spike in holiday-related shopping corresponds with a similar spike in support volume – and stress levels. But with Fin 2 and new AI features, you can breeze through rising conversation volumes without missing a beat! You’ll find tips to help you ensure customer support that is fast, personal, and stress-free this season in this edition of the Built For You newsletter. 👇 What are your biggest challenges during the holiday rush? And how do you plan to handle the holiday surge? Let’s discuss your strategies below!

𝗦𝗔𝗠𝗘 𝗙𝗜𝗡, 𝗗𝗜𝗙𝗙𝗘𝗥𝗘𝗡𝗧 𝗣𝗟𝗔𝗧𝗙𝗢𝗥𝗠𝗦! Yes, you read that right—Fin, Intercom’s AI agent, integrates directly with your existing support platform. Whether your team’s on 𝗭𝗲𝗻𝗱𝗲𝘀𝗸 or 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗖𝗹𝗼𝘂𝗱, Fin is ready to plug right in, delivering powerful AI-driven support—no migration required. Beyond human-quality support, here’s what Fin brings to your team: 📧 Instant support across your channels (tickets, cases, email, live chat, SMS, and social) 🧠 A deep understanding of all your support content ⚙️ Seamless integration with your existing automations and reports ⚡️ Adherence to your ticket or case routing rules 🤝 Effortless handoff to human agents when needed ⏱️ Up and running in under an hour Curious to see what the future of customer support looks like? Visit Intercom’s website to explore what Fin, the most advanced AI support agent can do for your customers, and your team.