Intercom AI

Intercom is a customer messaging and support platform — providing AI-powered chat, email, and in-product messaging for customer support, onboarding, and engagement. Fin is Intercom's AI support agent — handling customer support queries autonomously using the company's help content, knowledge base, and custom data sources to resolve issues without human agent involvement. Fin uses GPT-4 under the hood with Intercom's safety and accuracy layers — providing accurate, on-brand responses that cite sources and admit uncertainty rather than hallucinating answers. AI Inbox management helps human agents work more efficiently — summarising conversation history, suggesting responses, and auto-filling ticket fields from conversation context. Proactive Messaging triggers contextual in-product messages based on user behaviour — onboarding messages for new features, upgrade prompts for users hitting plan limits, and re-engagement messages for churning users. Product Tours provides step-by-step in-product onboarding — guiding new users through key features with interactive overlays without requiring developer changes for each tour update. Surveys and NPS measurement enable in-product feedback collection — getting customer feedback at the moment of highest relevance without redirecting to external survey tools. Reporting provides support metrics and conversation analytics — CSAT scores, resolution rates, response times, and Fin resolution rates. With 25,000+ businesses using Intercom, it validates across SaaS, fintech, and e-commerce for AI-powered customer messaging.