Intercom

Intercom is a customer service software company that combines an AI agent called Fin with a helpdesk used by support teams. Founded as Intercom in 2011, the company rebuilt its product, infrastructure and team around AI and has since renamed itself Fin, after its AI agent. Customer service software is a category in which businesses buy helpdesk and automation tools to handle growing volumes of support conversations without adding staff at the same rate.

The helpdesk is a workspace for support teams that includes an omnichannel inbox, AI-powered ticketing, automated in-context messages for customers and Copilot, an AI assistant that offers guidance, automates repetitive work and translates conversations in real time. Fin can be trained on a business's existing knowledge, processes and policies, tested through simulated customer conversations and deployed across phone, email, chat and Slack. The company reports that Fin averages a 76% resolution rate across more than 12,000 customers. Because the AI agent and human staff share the same inbox, customer record and knowledge, handoffs between automated and human support stay within one system, which differs from adding a separate chatbot to an existing helpdesk. Pricing combines a per-seat fee with an outcome-based usage charge and lets customers set spending limits, a model that ties AI costs to work completed.

The company states that more than 30,000 companies use its products and that Fin now extends beyond service into sales and ecommerce. It has more than 1,400 people across offices in San Francisco, London, Chicago, Dublin, Sydney and Berlin, a footprint spanning North America, Europe and Australia. The company describes its aim as helping businesses deliver customer experiences at scale.