Intercom

Fin Suggestions lets you get hours of work done in minutes. It analyzes all your customer conversations, then suggests the exact actions to take to improve Fin's performance. This includes pre-populated, inline edits to your articles which you can accept in a single click. Christine walks through how they work (and how fast teams can act on them).

Launching AI is easy. But transforming with it is not. Most support teams are already seeing early wins from AI, like faster response and resolution times, 24/7 coverage, and the ability to help more customers. But as adoption becomes mainstream, simply using AI won’t be enough to differentiate. Our research shows that only 10% of teams have reached mature deployment, where AI is fully integrated into core customer service operations. And that’s where the biggest gains show up. 43% of teams with mature deployment report higher quality and consistency across support – nearly double the rate of those still in the initial deployment stage. The gap between basic adoption and deep integration explains the difference in outcomes. The more you trust your AI Agent with meaningful work, the more it creates the conditions for higher quality, more consistent support. Going deep is where the opportunity lies. Find out how teams who’ve done this are pulling ahead in our new 2026 Customer Service Transformation Report → link in the comments.

January’s Fin Product Updates are here. We’re walking through what we shipped this month, with real demos and why each change matters for your team and your customer experience. January highlights: → Performance Report (1:03) and Automation Rate: the percentage of total customer conversations Fin resolves end to end, reflecting Fin’s true operational impact. (2:07) → Optimize Dashboard: Get AI-powered Suggestions to improve resolution rates based on analysis of conversations that Fin couldn't resolve. (4:46) → Content Suggestions: AI-generated articles and edits that clean up duplicate or conflicting content, making it easy to improve Fin in just a few clicks. (5:26) → Data & Action Suggestions: Identify the data Fin is missing and the actions it could take to resolve more conversations. (8:59) → Image Answers: Fin can now send screenshots, visuals, and even GIFs, making responses clearer and more effective. (11:01) Everything shown is live today. As always, our teams are shipping at an incredible rate, which means that Fin is getting better every month. We'll be back in February with another set of updates! Watch Brian, Christine, and Pedro walk through what’s new ↓

AI is already embedded in customer service, but not all teams use it the same way, or with the same impact. Some customer service teams are barely scratching the surface with what AI makes possible. Others are transforming their support function entirely. Our 2026 Customer Service Transformation Report reveals the widening gap between teams that are still experimenting with AI and those that have gone deep with it. Across more than 2,400 support teams, there’s a clear pattern: maturity changes everything. → Deeper deployment means stronger results. → As AI takes on more work, teams have more time to invest in improving the customer experience. → New support roles like conversation analysts, knowledge managers, and AI operations leads are becoming standard. → Support's early success with AI has made it the blueprint of transformation for the entire business. Find out more in the full report – access it at the link in the comments.

Our engineers ship code 180 times a workday. 20 times an hour. Why? Conventional wisdom says to slow down for stability, but we take the opposite approach. Speed is now the prerequisite for safety. In our latest post, we break down exactly how our engineering team makes this work: ↳ Why we treat pipeline blocks as high-priority incidents. ↳ Why we prioritize testing in production over staging simulations. ↳ How we foster a culture of "extreme ownership" for every ship. Danny F. and Ryan S. take a look at the systems and philosophy that keep us moving fast in the blog linked below 👇

You’ve heard about AI transforming customer service, but are support teams today getting the most out of AI Agents? We surveyed over 2,400 support teams across industries to find out how they’re using AI, where it’s delivering the most value, and how support operations are being rebuilt around it. We’ll share the results in our 2026 Customer Service Transformation Report. Out Wednesday, January 28. Turn on post notifications (tap the bell icon on our profile page) to be the first to see it.

Last week, our team was on the ground in sunny Spain at International Casinos Exhibition in Barcelona, showing attendees how Fin delivers instant support for the high-volume and high-pressure world of gaming. Across three days, the booth was buzzing and the team was in constant motion showing demos of Fin and having conversations about where AI is headed in the gaming & gambling industry. Thanks to everyone who stopped by to see Michael, Sooraj, Gareth, Tadas, Robert, and Fergal; and learned about Fin, the #1 AI Agent for customer service! Curious how Fin is built for gaming & gambling? Check out the link in the comments 👇

"The amount of questions that were getting routed to our team at the time before Fin was like 90 something percent. Fin has taken on so much that I think about 25% now gets routed to a human, which is absolutely incredible." – Hilary Dudek, Head of Customer Experience at Gamma When Gamma’s user base passed 50 million, their lean CX team faced an impossible trade-off: scale support fast, or compromise on quality. They chose a third path. They put Fin, Intercom’s AI Agent, at the front of every customer conversation, and trusted it to do more than deflect tickets. In this video, Hilary shares how the team rebuilt their support model around AI and humans working together. Now, Fin is involved in 100% of inbound conversations and resolves 75% end-to-end while maintaining strong CSAT. But that's not all. Gamma has also: → Scaled global, multilingual support without expanding headcount → Used Fin to handle complex questions, not just repetitive ones  → Extended Fin beyond the inbox into their Slack community Watch how they made the shift ↓

If Slack is where your customers ask questions, it should also be where support happens. In this demo, Dale shows how teams can easily connect Slack workspaces, escalate conversations using keywords, @mentions, or emojis, and have Fin resolve questions instantly in communities and dedicated Connect channels. And when something needs a teammate, they can answer seamlessly from the Intercom Inbox, with replies that stay threaded and use the formatting your customers expect. Your customers are already in Slack. Now Fin works right alongside them.

If your team serves other businesses, support conversations often creep into Slack. So we've launched Fin over Slack, where Fin can answer customer questions directly in Slack. It works exactly as you’d expect: replies stay threaded, context remains intact, emojis work, and all conversations are visible and tracked in your inbox. For more of what’s new, watch the full Fin Product Updates – December 2025 video ↓