Intercom

The future of customer service is unfolding now, and it’s happening at Pioneer. At Pioneer, Intercom’s inaugural AI Customer Service Summit, we’re not just discussing possibilities; we’re demonstrating them. From practical insights to hands-on experiences, this event is for those who want to lead the industry forward. Attendees will go beyond the hype and see how AI is already transforming customer support to deliver results beyond human capability. Oh, and they’ll be among the first to see our groundbreaking next-gen AI agent, ?????? ??. Explore the agenda, discover the innovations shaping the industry, and join the customer service leaders who are shaping the future – including: Angelo Livanos, Natalie Hurst, Benedict Evans, Constantina Samara, Eoghan McCabe, Paul Adams, Des Traynor, Declan I., and Bobby S. – along with some special guests yet to be announced ?? Register here ?? https://inter.com/3AJjYdm ?? And a special thanks to our partners: Scorebuddy, Assembled, The SaaSy People, BetterGrowth, and evaluagent?

? Where does your time ???????????? go? ? From juggling tasks, managing customers, and keeping the team on track, in customer support – it often feels like the clock is running faster than we are. But where does the bulk of our time really go? Is it handling repetitive questions, routing tickets to the right person, or escalating the tricky cases? ?? We’ve all got our own theories, but we're curious. What’s eating up most of your day? Let’s see where time gets sucked up the most –?and if your answer isn't listed, let us know in the comments below! ??

It's humans ?????? AI, NOT humans ???? AI. Missed yesterday's Built For You broadcast? We've got you covered ?? Our latest innovations are bringing instant, AI answers to email – but that's not all. Improvements to the core products bring everything under one roof, and make it easier than ever for your human support team to effectively resolve complex issues– creating the strongest partnership between humans and AI yet. Oh, and we also announced Intercom's most ambitious event yet –?Pioneer. On October 10th, you can expect exciting announcements, real-world customer success stories, and insights from the industry's leading experts. ?? Get it all right here – and be sure to subscribe to never miss an update??

You've got mail! Fin AI Agent is now available over email –?to everyone ?? If you didn't catch the announcement, you can watch it here ?? Resolve more conversations, spend less time answering emails, and increase CSAT by providing your customers with instant solutions via email – for just 99￠/resolution. But that wasn't all we covered: Updates to our Tickets experience ??? New capabilities with Intercom Phone ?? Fresh Reporting customizations ?? Dozens of Workflow templates for popular use cases ?? And don't miss the next Built For You broadcast on October 10th, LIVE from our AI customer service summit in London. Join us to explore the impact and opportunity of AI with visionary industry leaders from around the world. Register for the Pioneer livestream here → https://inter.com/3AJjYdm

?? In one month the next generation of AI-first Customer Service starts. At Pioneer on October 10, Paul Adams and Eoghan McCabe will take the stage and debut the most advanced AI agent in customer service (by far) – ?????? ??. But that’s not all… They’ll also unveil a groundbreaking new AI insights solution to help you drive scale, efficiency, and support quality to new heights. You’ve spent years designing, building, and improving your customer experience. The transition to AI-first customer support only works if the AI agent is as good as a great human support rep. And that’s what we’ve been building. The countdown is on. Where will you be? ?? https://inter.com/3Zy9SGT

Real innovation. Real results. Tomorrow, on September 11 it’s real. Join us LIVE on LinkedIn for our next Built For You broadcast. We’re revealing new updates to multiple key products and demonstrating how they work together to deliver a better experience for you, while you deliver a better experience to ???????? ??????????????????. Plus, another big update to Fin AI Agent. ?? Watching is free and easy. No registration required. Just click "Attend" for a reminder and details for on-demand viewing options. ?? inter.com/bfy-sep ??

? We are entering a brave new world of customer service?driven by AI And as AI and automation reshape the industry, innovative new roles are emerging within customer support teams. From conversation designers to strategic knowledge managers, it's important to put as much focus into the automated and proactive support side as you put into the human support side –?including someone solely responsible for driving the automated and practice support initiatives. Have a listen as Ruth and Declan discuss the importance of ensuring the end-to-end support experience for customers ??

Tell me you work in customer support without telling me you work in customer support. We’ll go first: I can tell when something was written in frustration just by the punctuation.

?? AI can solve so many problems – so why is there resistance? We know AI can streamline processes, improve response times, and even boost customer satisfaction... so, why do some teams still resist adopting it? Is it the fear of losing jobs? The complexity of new technology? Maybe it's just easier to stick with what they know, or perhaps they don’t fully understand its potential. We’re curious – what’s been your experience? What do you think is the biggest reason for resistance to AI in customer support? ?? If your answer isn’t listed, drop your thoughts in the comments!

Struggling to figure out where to start with AI in your customer service strategy? You're not alone. The upside is huge, but the first step can be the hardest. The good news? We've got you covered – check out this four-step checklist to get you off the mark: 1?? Generate support: Tackle “AI anxiety” head-on by highlighting how AI will enhance—not replace—their roles. 2?? Prepare your content: A well-structured system is the power source for AI. Make sure your knowledge content is up-to-date and easy for both humans and AI to navigate. 3?? Start small: Introduce AI gradually, starting with low-risk scenarios, and fine-tune based on real feedback. 4?? Measure and repeat: Track AI’s impact on key metrics like resolution rates and team productivity to continuously improve. Click through for more on each step ??