Intercom

“Yeah, but does it work?” “What about the customer experience?” “Is it safe?” “What about quality control?” “Can I trust these AI agents?” Find your answers at intercom.com/fin

🎄 Ready for the holiday support rush? While the holiday season typically brings a well-deserved reprieve from the daily grind, customer service professionals will tell you there’s another side to the story. The spike in holiday-related shopping corresponds with a similar spike in support volume – and stress levels. But with Fin 2 and new AI features, you can breeze through rising conversation volumes without missing a beat! You’ll find tips to help you ensure customer support that is fast, personal, and stress-free this season in this edition of the Built For You newsletter. 👇 What are your biggest challenges during the holiday rush? And how do you plan to handle the holiday surge? Let’s discuss your strategies below!

𝗦𝗔𝗠𝗘 𝗙𝗜𝗡, 𝗗𝗜𝗙𝗙𝗘𝗥𝗘𝗡𝗧 𝗣𝗟𝗔𝗧𝗙𝗢𝗥𝗠𝗦! Yes, you read that right—Fin, Intercom’s AI agent, integrates directly with your existing support platform. Whether your team’s on 𝗭𝗲𝗻𝗱𝗲𝘀𝗸 or 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗖𝗹𝗼𝘂𝗱, Fin is ready to plug right in, delivering powerful AI-driven support—no migration required. Beyond human-quality support, here’s what Fin brings to your team: 📧 Instant support across your channels (tickets, cases, email, live chat, SMS, and social) 🧠 A deep understanding of all your support content ⚙️ Seamless integration with your existing automations and reports ⚡️ Adherence to your ticket or case routing rules 🤝 Effortless handoff to human agents when needed ⏱️ Up and running in under an hour Curious to see what the future of customer support looks like? Visit Intercom’s website to explore what Fin, the most advanced AI support agent can do for your customers, and your team.

The holiday season is right around the corner, which typically brings added pressure to support teams. But with AI in the mix, this year could look very different. In this installment of The Ticket (Intercom’s newsletter for CS leaders) Bobby shares 4 strategies to help lighten the workload on your team, improve their morale, and reframe how they think (and feel) about work during the busiest period of the year. Check it out and join the 21,000+ customer service champions who are the first to know when a new edition drops 🎟️👇

How would you describe your role to an alien? 🛸👽 Here’s Beth-Ann Sher, Senior Knowledge Manager at Intercom, putting it in terms the ETs would understand on a recent episode of The Ticket podcast. As more companies begin to roll out AI customer service agents, Knowledge Managers will become all the more important. Their work in keeping internal knowledge bases clean, consistent, and connected ensures that humans and robots alike can find the information they need with ease – and continue delivering customer experiences that are out of this world. You can listen to the full episode of The Ticket wherever you get your podcasts!

The virtuous cycle of customer service: Talk to customers every day → Understand customer needs → Build solutions according to those needs Repeat 🔁 Layered in this process is what VMetrix's Victor Manuel Salinas says is the most valuable thing he's learned from working in customer service – and the one piece of advice he would give to his peers in the industry. Click through below to see more from Victor in this week's edition of Response Time 👇 You can read the full interview to learn Victor’s productivity hacks, which Olympic sport closely resembles working in CS, and an easy way to provide the worst customer service ever on the Intercom blog 👉 inter .com/responsetime

🤘 Music or Movies? 🍿 Here’s the scenario: You chat into a customer support bot but every response has to be either a famous movie quote or a line from a song. Are you going with song lyrics or movie quotes? Is this practical? No. Not at all. Annoying? Eventually. Fun to envision? Yep. And for everyone opting for the unlisted Option C, "Talk to a human" – let's just say that the human responds only in movie quotes or song lyrics as well. Bonus points if you comment an example of the lyric or quote they'd open with.

When you crank up the “humor” in your AI chatbot’s Tone of Voice settings and suddenly find yourself in a French bistro with 4 new nicknames...

Yours truly going deep on what we think is next for AI agents. And telling our competitors all of our plans in the process :) Our experience of life of the internet is about to look very, very different. This is the season finale of Off Script. (Link to the full YouTube video in the comments!)

You asked for it – you got it! We recently shipped the ability to @mention teams – a feature request that came from the Intercom Community! (𝘕𝘰𝘵 𝘢 𝘮𝘦𝘮𝘣𝘦𝘳 𝘰𝘧 𝘵𝘩𝘦 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘵𝘺? 𝘊𝘩𝘦𝘤𝘬 𝘰𝘶𝘵 𝘵𝘩𝘦 𝘭𝘪𝘯𝘬 𝘪𝘯 𝘵𝘩𝘦 𝘤𝘰𝘮𝘮𝘦𝘯𝘵𝘴) No more individually tagging every person on a given team ❌ Create a team tag and notify them all at once ✔️ You'll save time and avoid that awkward moment when you forget to add someone 🫢 This is especially useful for: 👉 Complex tickets 👉 When you want to keep a specific team updated on an issue or resolution 👉 Issues initially assigned to a rep who goes on vacation tomorrow and it looks like they’ll be gone before it gets resolved but they need to transfer it before they leave (hey, it happens) Wanna try it out? Create teams using Team Inboxes, then type “@” in a conversation note to search for and mention a team. Questions? don’t @ me (@ my team) [just kidding, you can still @ me]