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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

      • See all articles
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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

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Engineering 4 min read

An engineer’s take on the theory of dominant design

As an engineer, things that don’t make sense keep me up at night. I need to find some underlying order…

Cathal Horan

Senior Machine Learning Engineer, Intercom

Cathal Horan

Engineering 12 min read

How to run 1 : 1 meetings that work for 2

As an Engineering Manager it’s not always obvious where to allocate time for maximum impact. Time spent in 1:1 discussion…

David Lynch

Director, Engineering

David Lynch

Engineering 8 min read

Finding your way from maker to manager

The transition from engineer to engineering manager can be a tough one. But become a manager of engineering managers and…

Brian Scanlan

Principal Systems Engineer, Intercom

Brian Scanlan

Engineering 7 min watch

Building a startup within a startup

The more successful you become, the harder it is to apply a scrappy startup mindset to your product development. An…

Waheed El Miladi

Staff Product Engineer, Intercom

Waheed El Miladi

Engineering 23 min listen

Etsy engineering director Lara Hogan on public speaking

Lara Hogan is an engineering director at Etsy, the marketplace for buying and selling unique goods, and is probably best known for championing performance as part of the overall user experience.

Geoffrey Keating

Former Senior Editor, Intercom

Geoffrey Keating

Engineering 30 min listen

Intercom’s Darragh Curran on scaling engineering

Darragh joined Intercom in early 2012 as a product engineer and our second outside hire. Fast forward to today, and he’s…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Engineering 10 min watch

Engineering principles: make it reversible

If your Facebook News Feed looks anything like mine, then it’s filled with short, snappy recipe videos. You can watch…

Stephen O'Brien

Former Director of Engineering, Intercom

Stephen O'Brien

Engineering 36 min listen

Poornima Vijayshanker on startup career growth

Poornima’s the founder of Femgineer, an education startup helping tech professionals advance their careers and build great product, while promoting inclusivity…

Adam Risman

Former Editor, Intercom

Adam Risman

Engineering 4 min read

The programming of everyday things

Software has become an everyday thing. Our TVs are smart, our thermostats learn our routines and our cars will soon…

Cathal Horan

Senior Machine Learning Engineer, Intercom

Cathal Horan
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