Inside Intercom - Talkin' Bout AI Revolution

Hey there,

How do technological revolutions start? Beyond the initial invention, what do they feel like at the beginning, at that moment when everyone realizes that things are never going to be the same again?

Well look around, because that’s exactly what we’re experiencing right now – generative AI is on the cusp of transforming entire industries, and reshaping fundamental notions about writing, creativity, the nature of knowledge. Everything is going to be affected, in ways we can only guess at right now.

The release of ChatGPT just weeks ago has sparked a frenzy of speculation around how Large Language Models could be implemented in the real world, but here at Intercom, we’re delighted to be among the very first companies to reveal practical, valuable applications of generative AI. This week, we’re incredibly excited to announce a range of powerful, innovative AI-powered features in the Intercom Inbox – now, customer service reps can summarize entire conversations with customers at the touch of a button, or adjust the tone of their messages with the click of an icon.

These features are currently being used by more than 160 beta testers, who are thrilled with the efficiencies they’re seeing. How did we build these features? What do we plan next? Check out this conversation between our Co-founder and Chief Strategy Officer Des Traynor and our Director of Machine Learning Fergal Reid as they dive into these new innovations, Intercom’s AI journey so far, and explore how LLMs are going to transform customer service.

It’s exciting, it’s thrilling, and, like all revolutions, it can feel a bit scary. But embracing change is what progress is all about – and we can’t wait to tell you all about the AI-powered changes we’re planning in the weeks and months ahead.

Stay tuned,

What we've been writing

Paul Murphy

Reinventing our wheel: The vision behind Intercom’s redesigned Messenger

At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. This evolution always starts with one thing: a clear product vision.

Liam Geraghty

Gainsight PX founder Mickey Alon on using your product as a vehicle for growth

If you can leverage your product to drive growth, there’s no need to rely on an army of marketing and salespeople. Mickey Alon discusses putting products at the forefront of company strategy.

Fergal reid

Announcing Intercom's new AI features

We’re incredibly excited to unveil new beta features that introduce GPT technology to Intercom, and reveal how we’re thinking about the application of AI technology in customer service.

des traynor & fergal reid

Our grand experiment with GPT and generative AI

Des and Fergal explore the introduction of generative AI to our Intercom platform, and share the ways they think AI technology will change the customer service industry forever.

Intercom is the world's first Customer Communications Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.