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      The AI agent buyer’s guide: How to make the right choice for your support needs

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • Intercom vs Zendesk: Two AI agents put to the test

      • Braving busy holidays: Reduce customer service stress with automation and AI

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Start Good Trouble: Mastering SaaS metrics with Equals’ Bobby Pinero

      • The Ticket: AI integration lessons from ScreenCloud

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  • Customer Service
    • Featured in Customer Service

      The New Economics of Customer Service Guide

      Announcing our latest guide: ‘The New Economics of Customer Service’

      Declan Ivory

      VP of Customer Support, Intercom

      Declan Ivory
    • Editors picks

      • Intercom vs Zendesk: Two AI agents put to the test

      • The AI agent buyer’s guide: How to make the right choice for your support needs

      • The Ticket: AI integration lessons from ScreenCloud

      • The Ticket: Nick Clark on how to design AI support for the customer

      • Off Script: Imagining the future of customer service in an AI-first world

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  • AI & Automation
    • Featured in AI & Automation

      Beyond the AI hype: Understanding technological transformation with Benedict Evans

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Intercom vs Zendesk: Two AI agents put to the test

      • Off Script: Imagining the future of customer service in an AI-first world

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Off Script: Designing the future with AI

      • Off Script: Reinventing customer service with AI

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  • Customer Engagement
    • Featured in Customer Engagement

      Intercom Off Script Episode 5 – President Archana Agrawal

      Off Script: Better, faster, cheaper – how AI transforms the economics of customer service

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Becoming Fin: The story behind the name of our AI chatbot

      • The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty

      • 4 ways to personalize your marketing messaging and boost engagement

      • The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      • The ultimate marketing technology stack

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  • Product & Design
    • Featured in Product & Design

      Beyond the AI hype: Understanding technological transformation with Benedict Evans

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Fin over email: How we built a multichannel AI agent

      • Meet Fin 2: Watch the launch of our next-generation AI Agent

      • Off Script: Designing the future with AI

      • Innovating with AI: The latest insights from SaaS companies leading the way

      • Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC

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  • Engineering
    • Featured in Engineering

      Intercom for Enterprise - Infrastructure & Scale

      How our infrastructure scales alongside our customers

      Oran O'Dowd

      VP of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • Evolving Intercom’s database infrastructure

      • 10 engineering lessons from 6 years at Intercom

      • Understanding AI: How we taught computers natural language

      • Managing high availability at Intercom

      • Why Intercom is supporting the Embroider Initiative to update Ember

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  • News & Updates
    • Featured in News & Updates

      The New Economics of Customer Service Guide

      Announcing our latest guide: ‘The New Economics of Customer Service’

      Declan Ivory

      VP of Customer Support, Intercom

      Declan Ivory
    • Editors picks

      • Fin 2: The first AI agent that delivers human-quality service

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Pioneer 2024: Intercom’s first ever AI customer service summit, in summary

      • Built for You: Fin is now available over email

      • Built For You: New AI-first releases for better, faster, more personalized support

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      Discover the future of customer service, support, and experience

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      Lessons from our product leaders on building software in an AI-first world

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  • About Intercom

Product & Design

Our latest thinking on building and designing great products

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Product & Design 1 min listen

Interview: Bob Moesta (Part 1 of 2)

For your product to succeed, you have to understand the mechanisms of value. What’s valuable, and when? A recent post…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 2 min read

Copy the Fit, not the Features

The world of start-ups is obsessed with outliers. Companies who have achieved remarkable success through a combination of their activities….

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 4 min read

Sustainable advantages for startups

In Gimmicks and Patterns I wrote that new features either become table stakes, or are dismissed as being gimmicky. As…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 5 min read

5 ways to improve the app store for customers

As the music companies found out, distribution is about ease of use. Actions that make products harder to buy and…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 6 min read

Focus on the job, not the customer

Personas are a tool for sharing a common vision of a target user with everyone on a project. When everyone…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 1 min watch

Writing an interface

Writing an interface has similar traits with writing anything else – but the language of interfaces can pose some unique challenges.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 3 min read

Gimmicks and patterns in interface design

Launching an app with distinctive interface features can work out incredibly well. Path did this last week and has reaped…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 3 min read

The problem with data driven decisions

The mathematician searches around the lamppost on his hands and knees. “What are you looking for?” a bystander asks. “My…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 2 min read

Features & Physics Envy

I use the above graph to pick what features to add or improve based on how many customers use them,…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
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