Intercom, Inc., enterprise software, San Francisco, California, USA

[Administrator]

Website - intercom.com
intercom.ai
intercom.io

youtube.com/@Intercominc

facebook.com/intercominc

twitter.com/intercom

linkedin.com/company/intercom

instagram.com/intercom

Intercom, Inc. on Wikipedia

Co-founder, CEO and Chairman - Eoghan McCabe

Co-founder and CSO - Des Traynor

CTO - Darragh Curran

VP of AI - Fergal Reid

Co-founder - Ciaran Lee

Co-founder - David Barrett

Chief Product Officer - Paul Adams

Audio Content Producer - Liam Geraghty

VP of Product Design - Emmet Connolly

Director of Product - Ratidzo Zvirawa

Products and projects:

Fin AI Copilot, AI assistant for every support agent

Fin, AI agent

 

[Administrator]

AI-first customers service with Intercom

Oct 10, 2024

Intercom is the only complete AI-first customer service platform.AI-first is a totally new way to deliver customer service. The entire Intercom platform is powered by AI—so customers get instant support with an AI Agent, teams get instant answers with an AI Copilot, and support leaders get instant AI Insights.All to help you provide best-in-class customer experiences.Intercom is the next-generation customer service platform, built for an AI-first world.

00:00 Introduction
00:25 For customers: AI Agent (Fin 2)
01:40 Omnichannel & Phone
02:03 For teams: AI Copilot
03:02 Tickets
03:34 Automated workflows
04:03 For leaders: AI Insights
04:45 Recap

 

[Administrator]

Intercom Off Script - Episode 6: Imagining the future of customer service in an AI-first world

Nov 1, 2024

In the season finale of our Off Script series, Intercom's CEO and Co-founder, Eoghan projects a few years into the future to imagine what customer service could look like in an AI-first world. He explores an array of possibilities from avatars, to expert agents, bots talking to bots, and beyond. And he ponders the existential question on everyone’s minds: Will we need humans at all? A lot of this is fantasy. A lot of this is crazy. But a lot of it is also grounded in real possibilities. This world is moving so fast that starting to think about where it's going could be very helpful to those of us who want to build today.Key takeaways: 1. The future of CS will look very different than it does today. AI will change everything. Amara’s law: we tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run. Change happens slowly and then all at once. Similar to the self-driving car timeline. 2. Let’s project a few years into the future. Imagine a world where avatars, experts agents, proactive agents, bots talking to bots, VR support, holograms, etc. could happen. With advances in AI, the possibilities are endless. Maybe CS is available out of the box, maybe it gets solved. 3. Practically speaking, we’ll see advances in voice, calls, video, etc. The roles of customer service, success, and sales will blur – there could be one expert agent. Realistically, there will be roadblocks (software doesn’t move that fast, legacy software, integrations, etc.) The economics will also change. 4. Inverse of William Gibson quote on “The future is already here. It's just not evenly distributed.": The past is still here and it’s slowly fading away. Even in a world where AI can do everything, the market will decide what it wants to adopt the AI for and where it wants to keep things human (for irrational human, nostalgic, beautiful reasons). CS will be better for everyone – easier, more accessible, and more democratically available to more people.

"Off Script: Imagining the future of customer service in an AI-first world"
AI is revolutionizing customer service as we know it, and businesses that seize this moment will lead the charge into the future.

by Davin O'Dwyer
October 30, 2024