The future of customer service has arrived.

Hi there,

It's a big month for customer service! The Ticket isn't a product marketing newsletter, but we honestly believe that our latest product announcement is a huge leap for support leaders everywhere, so bear with us for the next paragraph or three…

It’s no secret that at Intercom, we’re all in on AI-first Customer Service. But what does "AI-first" mean? It doesn’t mean AI-only; it means choosing to support your customers and empower your team with industry-leading technology at every support touchpoint.?

Just a year after the release of our AI agent,?Fin, it’s handled more than eight million queries and saved a revolutionary 670k hours for support teams like yours (and ours ). That’s why, as support leaders, we’re so excited to share that the next wave of the revolution has arrived.?

Meet your new AI Copilot

Say "hi" to Fin AI Copilot – your new AI assistant. Think: all the power of Fin AI Agent, working right beside you in the inbox.?

No more time wasted sifting through help center or internal articles, previous conversations, or external content libraries to resolve customers’ questions. Now, your team just asks Fin AI Copilot and it will suggest answers learned from all of the above. It’s as easy as that, and always should be.

?For our early testers (like Angelo, below) the impact's been huge:

“Our Lightspeed customer service agents are dramatically more efficient when using Fin AI Copilot. In testing, agents using Fin AI Copilot were able to close 31% more customer conversations daily, compared to agents not using Fin AI Copilot.”

Angelo Livanos - Senior Director of Global Support, Lightspeed

The world of AI-first Customer Service

Fin AI Copilot has fundamentally changed how we work in the inbox. Honestly, we’re not sure what we’d do without it at this stage – we had 50% of our own CS team stop using it for three weeks to do an A/B test, and the group that got no Copilot were just not happy!?

Intercom is continuing to build the complete customer service platform that dramatically improves the CS experience for customers, support agents, and leaders. We're working hard to represent you, our support community, every leap of the way. Thanks for reading <3

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