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Support metrics fluctuate—hourly, weekly, seasonally. But when a number shifts, it’s rarely clear why. We’re building Weekly Topic Trends to change that. It analyzes every conversation to pinpoint what’s behind any spike or dip. Built on the same tech as Fin Insights, it helps

Most support teams improve by reviewing past conversations. But what if you could test proactively? That’s the idea behind the latest update to Batch test. Now you can generate test questions from your customer conversations—filtered by Topics. This helps teams uncover common

If you run multiple brands, you’re managing multiple customer experiences. From unique voice and escalation rules to tailored help content, we’re making it possible to deliver a fully automated, on-brand support experience for each one. Watch the demo for an early look at how

Our design team at Intercom is becoming fully AI-native, using AI to work directly in code and move from idea to execution faster, whether it’s building new components, fixing UI bugs, or exploring new concepts. Here’s an example from Domingo of how we’re using AI in the

“Refund” or “complaint”? Fin hears both – and knows where to send the call. In this Smart Routing demo, Fin hears a refund request → detects a service complaint → routes the call to the right team. Smart Routing is another step toward making AI voice support feel more human.