Intercom

Intercom provides a customer service platform that brings AI and human support together in one connected system. Its products include the Intercom helpdesk and Fin AI Agent, designed to help businesses respond to customers across channels such as phone, email, chat, and Slack. The helpdesk combines an omnichannel inbox, AI-powered ticketing, and Copilot, which assists support teams with tasks and connects with their existing tools. Shared ticketing supports collaboration across customer issues, internal teams, and wider product problems.

Fin can be trained using a business’s existing knowledge, processes, and policies, then tested through simulated conversations before deployment. The platform also offers performance insights and suggestions to help teams identify trends and improve support. Intercom’s Knowledge Hub centralizes information used by Fin, human agents, and self-service resources, including the Help Center. Automated, in-context messages help businesses onboard, educate, and notify customers proactively. By sharing customer records, knowledge, and the inbox, Fin and human agents can work together, while insights from conversations help improve the support experience over time.