Training Example: Intercom – Review the Data, Give Your Score & Compare to the Real AI Evaluation

[H1] The only helpdesk designed for the AI Agent era
Intercom is the only helpdesk with a natively integrated AI Agent, Fin, meaning every customer conversation improves the next one, enabling perfect experiences that were never possible before.Start free trialView demo
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Fully-featured helpdeskNatively integrated AI AgentAI-powered InsightsSelf-improving system
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[H2] A complete solution for AI and human agents
Intercom and Fin are built together, so you have full visibility across your entire operation, and your team and Fin can collaborate seamlessly to deliver perfect customer experiences.Start free trialView demo
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[H3] AI-powered agent workspace
With an omnichannel inbox, AI-powered ticketing, and real-time assistance from Copilot, your human team has everything they need to onboard faster, work more efficiently, and deliver better customer experiences.
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[H3] A seamless experience for customers and agents
A single solution means Fin and your human team work from the same customer record, so handoffs have full context, no one switches between tools, and every customer gets a consistent, seamless experience.
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[H3] AI-powered Insights across every interaction
Our AI engine automatically scores and organizes every conversation across Fin and your human team, so you always understand quality, can spot emerging trends, and get alerted to what matters.Learn more
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[H3] A self-improving system
Fin constantly improves by learning from your best human reps, and suggestions and assistance from Fin make your human team better. With everything in one system, managers get Recommendations on what to fix, from missing content to data integrations, and can act on them with one click.Fin AI Agent
[H3] A world-class AI Agent
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Fin is a world-class AI Agent trusted by many of the most forward-thinking businesses in the world, including Anthropic, Clay, Lightspeed, Rocket Money, Gamma, and many more.Learn more
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“If you’re debating whether to build your own AI solution or buy one, as a fast-growing company in a complex space, my advice would be to buy – and specifically, buy Fin.”
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Isabel LarrowProduct Support Operations at Anthropic
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[H2] A fully-featured AI-powered helpdesk
Intercom has every feature your team needs to resolve queries faster, deliver personalized service, engage proactively, and continuously improve your customer experience.Start free trialView demo
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[H3] Resolve queries faster
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[H4] Copilot
Give every agent an AI assistant that pulls context from past conversations, surfaces instant answers from your knowledge base, and drafts replies, so your team resolves more queries, faster.Learn more
[H4] AI-enhanced ticketing
Convert any conversation into a ticket with one click, automatically categorized, prioritized, and routed to the right team, so every issue reaches the right person, with full context.Learn more
[H4] No code automations
Build powerful automations to route conversations, manage SLAs, and configure escalation triggers, without any engineering support.
[H3] Copilot+-
Give every agent an AI assistant that pulls context from past conversations, surfaces instant answers from your knowledge base, and drafts replies, so your team resolves more queries, faster.Learn more
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[H3] AI-enhanced ticketing+-
Convert any conversation into a ticket with one click, automatically categorized, prioritized, and routed to the right team, so every issue reaches the right person, with full context.
[H3] No code automations+-
Build powerful automations to route conversations, manage SLAs, and configure escalation triggers, without any engineering support.
[H3] Deliver tailored experiences across every channel
[H4] Omnichannel
Bring every conversation across email, chat, phone, WhatsApp, and social apps into one inbox, so your team works from one place and every customer gets a consistent experience regardless of how they reach out.Learn more
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[H4] Live customer intelligence
Access rich, real-time records for every user and company, with conversation history, behavioral data, and custom attributes, giving Fin and your human team everything they need to deliver personal, tailored service.
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[H4] Apps and integrations
Connect Intercom to over 350 integrations out of the box, including Salesforce, Stripe, and Jira, with powerful, flexible APIs for everything else, all quick to set up and easy to maintain.Learn more
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[H3] Engage customersat the right moment
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[H4] Onboarding tools
Onboard customers with interactive product tours, checklists, and in-app tooltips, so they get up to speed faster and get more value from your product, all without contacting support.Learn more
[H4] Proactive notifications
Keep customers informed about new features, known issues, and policy changes with in-product messages, mobile push notifications, and banners.Learn more
[H4] Targeted messaging sequences
Build omnichannel message journeys with a no-code visual builder, targeting customers precisely based on live behavioral data, product usage, and custom attributes.Learn more
[H3] Onboarding tools+-
Onboard customers with interactive product tours, checklists, and in-app tooltips, so they get up to speed faster and get more value from your product, all without contacting support.Learn more
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[H3] Proactive notifications+-
Keep customers informed about new features, known issues, and policy changes with in-product messages, mobile push notifications, and banners.
[H3] Targeted messaging sequences+-
Build omnichannel message journeys with a no-code visual builder, targeting customers precisely based on live behavioral data, product usage, and custom attributes.
[H3] Monitor and improve every interaction
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[H4] Insights
The only solution with 100% coverage across your entire support operation, giving you actionable insights into what customers are asking, how they feel, and what's changing, with CX Score, Topics Explorer, and Trends.Learn more
[H4] Always-on QA
Monitor every AI and human conversation in real time, with AI-powered scoring against your custom standards and instant alerts the moment quality drops.Learn more
[H4] Reporting
Access pre-built reports covering every support use case, and a fully customizable report builder with advanced filters and chart visualisations.Learn more
[H3] Insights+-
The only solution with 100% coverage across your entire support operation, giving you actionable insights into what customers are asking, how they feel, and what's changing, with CX Score, Topics Explorer, and Trends.Learn more
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[H3] Always-on QA+-
Monitor every AI and human conversation in real time, with AI-powered scoring against your custom standards and instant alerts the moment quality drops.
[H3] Reporting+-
Access pre-built reports covering every support use case, and a fully customizable report builder with advanced filters and chart visualisations.“Our Lightspeed customer service agents are dramatically more efficient when using Copilot. In testing, agents using Copilot were able to close 31% more customer conversations daily.”
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Angelo LivanosSenior Director of Global Support at Lightspeed
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[H2] A true partner with deep domain expertise
We partner with you to set up and scale industry-leading customer experiences, with deep domain expertise, thought leadership, and education to give your team an edge
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[H3] The company you can trust
Fin is built for security, reliability, and transparency, meeting leading compliance standards.Learn more
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[H3] Expert support, at every stage
Fin's Success and Services teams give you direct access to the experts behind the product, so you can launch and scale with confidence.Learn more
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[H3] The AI Agent Blueprint
A practical guide to launching and scaling AI in customer service, built from real-world experience and best practices.Learn more“I truly believe that the way the Intercom team has supported us is one of the most inspiring examples of strong customer success that I've seen.”
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George DiltheyHead of Support at Clay
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[H2] Transparent pricing
[H3] Intercom with Fin
Combine Intercom with Fin for a single, fully integrated customer service platform.$29Per Seat/Mo+$0.99Per OutcomeLearn more
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[H2] Perfect customer experiences, powered by Intercom
Start free trialView demo

[H1] See how Intercom makes perfect customer experiences possible
[H4] Video Chapters
0:00Introduction0:33Fin AI Agent3:58The Intercom helpdesk4:13Inbox5:33Workflows5:53Knowledge hub6:12Outbound support6:32Reporting7:05RecapAlready have a Customer Service platform?Get Fin for your existing platformStart free trial
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[ Outbound ]
[H1] Support for customers, before they need it
Onboard, educate, and notify your customers with in-context, automated messages—cutting support volume and keeping customers happy.Start free trialView demo
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Trusted by more than 25,000 leading brands
[H2] Tools to onboard customers and get ahead of known issues
[H3] Onboard customers faster
Onboard users with interactive guides, personalized tasks, and in-app highlights—no code required.
[H3] Create targeted user journeys
Build omnichannel message sequences for customer segments with an easy-to-use visual builder.
[H3] Reduce volume at the source
Inform customers of issues when they arise, with a selection of message types to choose from.Onboarding and education
[H2] Keep new users in your product and out of your inbox
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[H4] Product Tours
Make it easy for new users to get started with automated, interactive onboarding. Code-free and simple to set up.
[H4] Checklists
Send users contextual and personalized task lists in the Messenger to set them up for success.
[H4] Mobile Carousels
Highlight the best parts of your mobile app with simple-to-create, fully customizable screens.
[H4] Tooltips
Point out features, and provide in-context help for customers exactly where they need it.
[H3] Product Tours+-
Make it easy for new users to get started with automated, interactive onboarding. Code-free and simple to set up.
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[H3] Checklists+-
Send users contextual and personalized task lists in the Messenger to set them up for success.
[H3] Mobile Carousels+-
Highlight the best parts of your mobile app with simple-to-create, fully customizable screens.
[H3] Tooltips+-
Point out features, and provide in-context help for customers exactly where they need it.Series
[H2] Build powerful automated support experiences
Create cohesive targeted message sequences across channels with a no-code visual builder.
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[H4] Omnichannel communications
Send sequential messages across product tours, in-app messages, bots, email, and more with a drag-and-drop customer journey builder.
[H4] Precise targeting
Target users based on who they are and how they engage with your product and messages.
[H4] Powerful reporting
Optimize support journeys with insights about how customers interact with your messages.
[H3] Omnichannel communications+-
Send sequential messages across product tours, in-app messages, bots, email, and more with a drag-and-drop customer journey builder.
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[H3] Precise targeting+-
Target users based on who they are and how they engage with your product and messages.
[H3] Powerful reporting+-
Optimize support journeys with insights about how customers interact with your messages.Outbound messages
[H2] The right message, right when it matters
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[H3] In-product Messages
Share news and updates with your customers directly inside your product to provide in-context help.
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[H3] Mobile Push
Send customers a mobile notification that can bring them back into a specific place in your app or support conversation.
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[H3] Banners
Provide customers with system-wide notifications on your website or product to communicate important updates.
[H2] Additional Features
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[H3] Chats
Deliver proactive messages with contextual information and relevant updates directly in the Messenger.
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[H3] News Items
Share support-relevant or company news and updates with customers directly in the Messenger.
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[H3] Surveys
Send targeted, in-context surveys to understand customer behavior on web, mobile, or in-app.Additional features
[H2] Test your message and implement the winning strategy
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[H3] A/B Testing
Run quick tests using different messaging variations and choose the winning message to improve engagement.
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[H3] Templates
Leverage pre-built templates for popular use cases—from onboarding new customers to notifying them of outages.Helpdesk Updates
[H2] Over 60 improvements to the helpdesk you use everyday
The features you've been asking for and improvements you'll notice every day.20 Updates ShippedInboxComposer draftsTranslation quality feedbackSide conversation notificationsEdit sent notesUnassign unsnoozed conversationsAuto-unassign when awaySLA sorting (FRT, NRT, TTC, TTR)Skip away mode in Round RobinCompany pop-over with ID, copy, and openSide conversations exportBulk edit admin statuses in Realtime DashboardDelete user notesChannel indicators on conversationsSearch in ViewsDuplicate a ViewInbox assignment limitsConversation events UI updatesSlack side conversationsInvite configuration for team inboxesDelay send / undo send11 Updates ShippedPhoneCall transfer to workflowsWarm transfer to teamCSAT for outbound callsPhone numbers for brandsRecording consent (GDPR)Default outbound phone numberDefault outbound numbers for callbacksQuick reply stored on conversationsCountry-specific dial tonesEnhanced call lifecycle and assignment visibility11 new call metrics10 Updates ShippedData FoundationsData Connectors: pre-signed URLsData Connectors: pre-configured OAuth providersData Connectors: Execution Results APIData Connectors: health metricsData Connectors: authentication improvementsData Connectors: action dependency observabilityActivity Log Event Types APIAzure Blob Storage for conversation data exportShopify onboarding for new signupsPublic API v2.1523 Updates ShippedAnd many moreSplit delete permissions (replies vs notes)Macros permissions (create, edit, delete)Inbox permissions (trigger data connectors, reassign when away)Teammate profile permissions (edit own, edit others)Conversation permissions (participants, merge, creation)BPO permission restrictions (GDPR visibility control)Select ticket state when convertingChange ticket type after creationRequire ticket attribute on closeTrack ticket state transitions in APITickets Portal: restrict user visibilityPush notification management per deviceHoliday office hoursAttachments improvements (bulk upload, carousel, grid)AI titles in MessengerEmail recipients statusNative Discord integration with FinScheduled external reports (GA)Ticket time to resolve in office hoursWorkspace avatarsDisable team mentions at workspace levelNew macro actions: re-open conversation & set ticket stateConversation auto deletion
[H2] Customers using Outbound see transformative results
TrueCommerceWebex EventsSpendesk“By proactively targeting specific customers … we’ve seen a reduction of almost 80% in the contact rate for temporary issues.”Christian ParkerDirector of Managed Services at TrueCommerce“Our onboarding completion rate is almost 5x higher than with our previous solution. Onboarding is much more personalized and far more scalable.”Clint SheetsCustomer Experience Specialist at Webex Events“Intercom’s Outbound and self-serve support capabilities are really powerful for us. They’ve enabled us to maintain a customer contact rate of 7%. We’re also using features like Series to be more personalized in our approach to messaging customers.”Victoria VergnaudCustomer Success Operations at Spendesk“By proactively targeting specific customers … we’ve seen a reduction of almost 80% in the contact rate for temporary issues.”Christian ParkerDirector of Managed Services at TrueCommerce“Our onboarding completion rate is almost 5x higher than with our previous solution. Onboarding is much more personalized and far more scalable.”Clint SheetsCustomer Experience Specialist at Webex Events“Intercom’s Outbound and self-serve support capabilities are really powerful for us. They’ve enabled us to maintain a customer contact rate of 7%. We’re also using features like Series to be more personalized in our approach to messaging customers.”Victoria VergnaudCustomer Success Operations at Spendesk
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[H2] Get ahead of your support volume today
Start free trialView demo

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[H1] Discover the perfect fit with Intercom
Secure an appointment to talk to our sales team and learn how Intercom can improve your customer relationships.Trusted by more than 25,000 leading brands
[H1] Discover the perfect fit with Intercom
Secure an appointment to talk to our sales team and learn how Intercom can improve your customer relationships.