ToolsThe story, in brief
Transformation in action: What it takes to automate 81% of your customer service while improving CX
81%. That's the customer service automation rate Intercom achieved while actually improving satisfaction scores.
The KeyNews take
Why it matters
Intercom's three-year AI-first transformation demonstrates how companies can achieve aggressive automation of support workflows without degrading customer experience—a key proof point for AI agents in production at scale.
The key facts
5 to know81% customer service automation rate achieved
Three-year commitment to AI-first strategy
Company dogfoods its own Fin product in production support
Claims improved CX metrics alongside automation
Product: Fin AI customer service agent
Go to the source
Intercom Blogintercom.com
Publisher excerpt: We build Fin. We also run our support on it. Here's what three years of committing fully to AI-first transformation has produced.