Intercom's new post-trained Fin Apex 1.0 beats GPT-5.4 and Claude Sonnet 4.6 at customer service resolutions

Intercom plans to expand Fin beyond customer service into sales and marketing—positioning it as a direct competitor to ...

Tech Disruptors: Intercom Co-Founder on Outcome-Based AI Pricing Model

We charged for outcomes with Fin…we’re charging when we did the work properly, and we weren’t charging when we didn’t,” says Des Traynor, Intercom co-founder and chief strategy officer, to host Anurag ...
Diginomica

Intercom adds analytics tools to help AI agents deliver their best work

Customer service and support vendor Intercom completes its AI line-up with the launch of analytics tools that help the AI improve how it resolves issues. Des Traynor, Intercom, presents at the launch ...
Harvard Business Review

Video Quick Take: Intercom’s Brian Donahue on How AI Agents Can Be Your First Tier of Customer Service Support

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. For customer service operations today, artificial ...
Destination CRM

Intercom Updates AI in Its Spring 25 Release

Intercom today launched a roster of updates in its spring 2025 release that will make it possible for artificial intelligence agents to answer any question, via any channel, anywhere. The biggest of ...
Harvard Business Review

Video Quick Take: Intercom’s Brian Donahue on How AI Customer Service Agents Are Delivering Massive Value

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...