The Intercom Blog

It’s Wednesday at 2pm. A routine deploy goes out. Within minutes, customers cannot open the app. Alarms fire, the pager goes off, and the heartbeat metrics begin to drop.

In some ways, this is close to a best-case incident. It’s day...

CSAT captures less than 10% of your conversations, and the responses you do get skew toward extremes – the delighted and the furious.

The vast majority of customers say nothing at all, especially when they’re busy and would rather move on.

That s...

When you work at a company that’s constantly shipping new product features, keeping your knowledge base up to date can be a challenge.

When you’re using an AI Agent, the consequence of having an out-of-date knowledge base is high. It means every time the product team ships a new feature and customer questions start to land, the Agent doesn’t have the information it nee...