About Intercom
Intercom is a customer service and communication platform that pairs a help desk, a shared inbox, and an in-product messenger with Fin, its AI agent for resolving customer questions automatically. Fin draws on a company's help center, past conversations, and connected data to answer questions and complete configured procedures across chat, email, phone, and other channels, handing off to human agents with full context when needed. For support teams, Intercom provides ticketing, workflows and automation, macros, a knowledge base, reporting, and an AI copilot that drafts replies and surfaces relevant information while agents work. The product also retains its roots as a proactive messaging tool, with product tours, outbound messages, and targeting based on customer behavior, which makes it popular with software companies that want support and lifecycle communication in one system. Intercom prices Fin on outcomes, charging a fixed fee per resolved conversation on top of seat-based plans for the wider platform, a model it has promoted as aligning cost with value delivered. Founded in 2011, Intercom is used by a large number of software and internet businesses, and it has repositioned much of its marketing and roadmap around AI-first customer service since Fin launched.
