The AI that turns every customer conversation into a growth opportunity.
What is Intercom AI?
Intercom AI is developed by Intercom, a customer service and engagement platform founded in 2011 by Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett. The company’s AI is built upon a proprietary architecture that strategically combines multiple large language models (LLMs), including OpenAI’s GPT-4, with Intercom’s own specialized machine learning models trained on vast amounts of customer support data. This hybrid approach enables core features like the AI-powered Fin Answer Bot, which can automatically resolve up to 50% of customer questions by retrieving accurate answers from a connected knowledge base. It also powers AI Assist, which helps support agents draft and personalize responses. The primary target users are customer support and sales teams across mid-market to enterprise businesses. Key use cases include automating tier-1 support, qualifying leads, and scaling personalized customer communication. By integrating directly into existing support workflows, Intercom AI reduces resolution times and operational costs while allowing human agents to focus on complex issues. For teams evaluating similar tools, a comparison with other AI customer support solutions can be found at https://ai-plaza.io/ai/customer-support-ai. According to a 2023 report by Gartner, AI-driven conversational support is becoming a standard expectation for enhancing customer service efficiency.
Key Findings
- Instant Support: Provides immediate customer answers, reducing wait times and boosting satisfaction significantly.
- Proactive Engagement: Initiates conversations based on user behavior to guide and assist them proactively.
- Seamless Integration: Connects effortlessly with your existing tools, creating a unified and efficient workspace.
- Conversational Intelligence: Understands context and intent to deliver accurate, helpful, and relevant responses always.
- Multilingual Assistance: Communicates fluently in many languages, breaking down barriers for a global customer base.
- Automated Routing: Directs complex queries to the right human agent for swift and expert resolution.
- Continuous Learning: Adapts and improves from every interaction to provide increasingly smarter support over time.
- Rich Analytics: Delivers deep insights into customer conversations to inform better business decisions and strategy.
- Personalized Interactions: Tailors conversations using customer data to create a unique and relevant experience each time.
- Always Available: Operates around the clock to ensure support is there whenever your customers need it.
Who is it for?
Customer Support
- Handling high ticket volume
- Managing after-hours inquiries
- Qualifying and routing leads
- Personalizing support interactions
- Collecting post-call feedback
Sales Representative
- Engaging website visitors
- Nurturing cold leads
- Qualifying inbound inquiries
- Prepping for sales calls
- Managing meeting no-shows
EC Store Owner
- Reducing cart abandonment
- Upselling and cross-selling
- Providing instant product info
- Handling pre-purchase queries
- Gathering customer insights
Pricing
Essential @ US$29 per seat/mo, billed annually
- Includes Fin AI Agent ($0.99 per resolution)
- Messenger
- Shared Inbox and Ticketing system
- Pre-built reports
- Public Help Center
Advanced @ US$85 per seat/mo, billed annually
- Includes Fin AI Agent ($0.99 per resolution)
- Multiple team Inboxes
- Workflows automation builder
- Round robin assignment
- Private and multilingual Help Center
Expert @ US$132 per seat/mo, billed annually
- Includes Fin AI Agent ($0.99 per resolution)
- SSO & identity management
- HIPAA support
- Service level agreements (SLAs)
- Multibrand Messenger / Help Center
Fin AI Agent @ US$0.99 per Fin resolution
- Minimum commitments apply
- Set up in under an hour on your current helpdesk
- Answers email, live chat, phone and more
- Customizable tone & answer length