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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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    • The Ticket

      Discover the future of customer service, support, and experience

    • Intercom on Product

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

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  • About Intercom

Engineering

If shipping is your heartbeat, you're in the right place

  • Podcasts
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Engineering 7 min read

Does your solution solve the right problem?

The most productive engineers I’ve ever worked with aren’t the engineers who pull all-nighters or clock in 80 hour work…

Brian Long

Former Principal Engineer, Intercom

Brian Long

Engineering 5 min read

Shipping is your company’s heartbeat

Software only becomes valuable when you ship it to customers. Before then it’s just a costly accumulation of hard work and assumptions.

Darragh Curran

CTO, Intercom

Darragh Curran

Engineering 14 min watch

Striking the right balance between speed and safety

Software companies are always faced with the question of how to reach a happy medium between speed and safety –…

Maja Grubic

Product Engineer, Intercom

Maja Grubic

Engineering 6 min read

The difference between good and great engineers

You don’t design your engineering culture by writing blog posts or printing posters. It’s shaped by the people you hire,…

Darragh Curran

CTO, Intercom

Darragh Curran

Engineering 33 min listen

Atlassian’s Dom Price on scaling team culture

But as a startup grows, hires more people, builds more products and adds more customers, teams and the way they…

Adam Risman

Former Editor, Intercom

Adam Risman

Engineering 19 min read

Tracy Chou on startup engineering, inclusion and the liberal arts

What is it that we as technologists are building and how can we make the community building it more inclusive?…

Ingrid Epure

Former Software Engineer, Intercom

Ingrid Epure

Engineering 6 min read

Learn, unlearn and relearn: the changing face of your engineering career

In the not too distant past, a career in engineering was relatively straightforward. You studied one or more particular languages,…

Cathal Horan

Senior Machine Learning Engineer, Intercom

Cathal Horan

Engineering 6 min read

Grow your team by focusing on strengths not weaknesses

Getting the maximum impact from everyone on your team, and growing their potential for impact over time, is perhaps the…

David Lynch

Director, Engineering

David Lynch

Engineering 6 min read

Shipping fast with smaller steps

How do we know what features are useful? We don’t. It’s trial and error really. Some features work really well….

Brian White

Former Director of Engineering, Intercom

Brian White
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