I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

Intercom is doubling down on using artificial intelligence to improve customer service. The company is launching its Fin AI Copilot, giving every team of humans troubleshooting customer problems their ...

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The deal adds Fin's AI agent, which the company says resolves 76% of support queries without a human, to Salesforce's Agentforce platform ...

Salesforce Inc (NYSE:CRM, XETRA:FOO) said on Monday it has agreed to acquire Fin, formerly known as Intercom, in a deal valued at approximately $3.6 billion, as the enterprise software giant looks to ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

Intercom envisions a not-too-distant future where a single unified AI agent will handle the entire customer experience, and it is creating that agent. According to Intercom CEO Eoghan McCabe, Intercom ...

Intercom, acustomer service solutions provider, today introduced acustomer service bot named Fin, powered by OpenAI's GPT-4 and Intercom's proprietary machine learning technology. Fin works with zero ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. For customer service operations today, artificial ...

The company formerly known as Intercom just did something that no major customer service platform has attempted at scale: it built an AI agent whose sole job is to manage another AI agent. Fin ...

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