# The Intercom Blog Articles and Podcasts on Customer Service, AI and Automation, Product, and more This is one page of public article previews, not the complete archive. Follow Next page to continue. Summaries are not the original full articles. ## Announcing the 2026 AI Sentiment Report: How end users feel about AI Agents DevFeed: [Announcing the 2026 AI Sentiment Report: How end users feel about AI Agents]() Original publisher: [Read original article]() Author: Maia Bridi Published: 2026-09-09T16:44:02Z Content type: article Language: en Sources: [The Intercom Blog]() Topics: [AI Agent](), [Artificial Intelligence]() Tags: [ai-sentiment](), [customer-service](), [end-user-sentiment](), [news-updates]() ### AI overview A research report on end-user sentiment and conditional trust in AI Agents, especially for customer-service queries. ### Source excerpt We asked over 1,000 end users how they felt about interacting with AI Agents, how capable they think they are, and how much they trust them. Here are our findings. ## Announcing Evals and Releases: Evaluate Fin before, during, and after you go live DevFeed: [Announcing Evals and Releases: Evaluate Fin before, during, and after you go live]() Original publisher: [Read original article]() Author: Brian Donohue Published: 2026-08-13T17:33:52Z Content type: article Language: en Sources: [The Intercom Blog]() Topics: [AI Agent](), [AI Research](), [configuration](), [releases]() Tags: [agent](), [ai-agent](), [ai-research](), [evals](), [evaluation](), [news-updates](), [release](), [releases]() ### AI overview Intercom announces Evals and Releases for Fin, paired with Monitors as an eval-driven delivery system. Teams can test Fin with simulated customer conversations, evaluate changes against defined criteria, safely release updates, and monitor live conversations for regressions. ### Source excerpt Providing a complete evaluation system for Fin, you can now test changes before they go live, roll them out with control, evaluate every live conversation, and have confidence in the experience Fin delivers. ## The 9 best tools for your early-stage startup tech stack in 2026 DevFeed: [The 9 best tools for your early-stage startup tech stack in 2026]() Original publisher: [Read original article]() Author: Alan McGlinchey Published: 2026-08-04T08:00:51Z Content type: article Language: en Sources: [The Intercom Blog]() Topics: [Software](), [Artificial Intelligence](), [migration](), [Claude](), [systems](), [Claude Code]() Tags: [ai](), [ai-tools](), [aws](), [best-practices](), [claude-code](), [code](), [customer-engagement](), [fin](), [growth](), [how-to](), [hubspot](), [integrations](), [migration](), [partner](), [pricing](), [startup](), [startup-advice](), [startups](), [stripe](), [tech](), [tech-stack](), [technology-stack](), [tools]() ### AI overview A guide to choosing a foundational technology stack for early-stage startups, emphasizing scalable, AI-powered tools, manageable costs, integrations, and problem-focused selection. ### Source excerpt Learn how to create a foundational tech stack for your high growth and early-stage startup - starting with these top tools. ## Doing the right thing when things go wrong DevFeed: [Doing the right thing when things go wrong]() Original publisher: [Read original article]() Author: Mark Gorman Published: 2026-07-14T13:41:39Z Content type: article Language: en Sources: [The Intercom Blog]() Topics: [incident](), [incident management](), [SRE](), [Slack]() Tags: [engineering](), [incident](), [incident-management](), [metrics](), [safety](), [slack](), [sre](), [support](), [work]() ### AI overview Fin's incident-response process focuses on quickly detecting customer-impacting disruptions, bringing the right people together, reducing impact, communicating clearly, and learning from what happened. The article emphasizes that incident management is a shared discipline supported by tools such as Slack channels, status pages, runbooks, and SRE tooling. ### Source excerpt When customers rely on you, minutes matter in an incident. Here's the process Fin's engineers follow to detect, mitigate, and learn from every one. ## How to measure the customer experience as AI scales DevFeed: [How to measure the customer experience as AI scales]() Original publisher: [Read original article]() Author: William Lane Published: 2026-07-01T16:44:49Z Content type: article Language: en Sources: [The Intercom Blog]() Topics: [Artificial Intelligence](), [data]() Tags: [agent](), [ai](), [ai-agent](), [ai-agent-blueprint](), [ai-automation](), [customer](), [customer-service](), [data](), [metrics]() ### AI overview The article explains why CSAT becomes insufficient as AI handles more customer conversations. It recommends evaluating every interaction with AI-powered scoring to provide broader visibility into service quality, resolution, and customer effort. ### Source excerpt Traditional support metrics weren't designed for AI handling most of your conversations. As your Agent takes on more, the gaps in what you can see get bigger. Here's how to measure the full customer experience. ## The new product introduction process: How to make sure your Agent is ready every time you ship DevFeed: [The new product introduction process: How to make sure your Agent is ready every time you ship]() Original publisher: [Read original article]() Author: Sean Reid Published: 2026-06-26T17:40:52Z Content type: tutorial Language: en Sources: [The Intercom Blog]() Topics: [AI Agent](), [Support]() Tags: [agent](), [ai-agent](), [customer-service](), [features](), [how-to](), [npi](), [support]() ### AI overview The article explains Fin's new product introduction process for keeping an AI Agent's knowledge base current with product releases. It recommends involving support early, preparing and reviewing content, removing outdated information, and testing the Agent before launch. ### Source excerpt Every time you launch a product, your Agent's knowledge base needs to keep pace. Here's the NPI process Fin uses to make Agent readiness part of every release. ## Conversation design: How to make your AI Agent communicate like your team DevFeed: [Conversation design: How to make your AI Agent communicate like your team]() Original publisher: [Read original article]() Author: Fred Walton Published: 2026-06-18T16:55:07Z Content type: article Language: en Sources: [The Intercom Blog]() Topics: [AI Agent](), [Artificial Intelligence](), [Support]() Tags: [agent](), [ai](), [ai-agent](), [ai-agent-blueprint](), [ai-automation](), [communication](), [context](), [customer](), [customer-experience](), [customer-service](), [customers](), [designer](), [experience](), [process](), [responses](), [structure](), [support](), [teams](), [trust](), [voice]() ### AI overview This article explains how conversation design helps an AI Agent communicate consistently with a support team. It covers voice, tone, response structure, adapting language to customer context, and designing smooth handoffs to human support representatives. An Intercom example reports that a warmer opening message increased CSAT from 72.8% to 78.4%. ### Source excerpt If nobody on your team owns how your AI Agent communicates, it defaults to sounding like an LLM. Conversation design is the discipline that fixes that. ## Salesforce signs definitive agreement to acquire Fin DevFeed: [Salesforce signs definitive agreement to acquire Fin]() Original publisher: [Read original article]() Author: Eoghan McCabe Published: 2026-06-15T12:33:30Z Content type: release Language: en Sources: [The Intercom Blog]() Topics: [Artificial Intelligence](), [Large Language Model](), [Software](), [Software as a service]() Tags: [ai](), [ceo](), [company](), [fin](), [llms](), [news-updates](), [product-launch](), [salesforce]() ### AI overview Intercom announces that Salesforce has signed a definitive agreement to acquire Fin for approximately $3.6 billion. The transaction is expected to close in the fourth quarter of Salesforce's fiscal year 2027, subject to closing conditions. ### Source excerpt We're excited to share that we just signed an agreement for Salesforce to acquire Fin for ~$3.6B. ## How to make the case for giving your AI Agent system access DevFeed: [How to make the case for giving your AI Agent system access]() Original publisher: [Read original article]() Author: Dawn Perrott Published: 2026-06-11T12:04:14Z Content type: tutorial Language: en Sources: [The Intercom Blog]() Topics: [AI Agent](), [Back end](), [knowledge-management](), [AI Platforms/Deployment]() Tags: [2026](), [agent](), [ai-agent](), [ai-agent-blueprint](), [ai-automation](), [backend](), [customer-service](), [deployment](), [how-to](), [integration](), [knowledge-management](), [management-tools]() ### AI overview The article explains why AI Agents need access to backend systems to move from answering customer questions to completing actions. It argues that connecting support agents to CRM, billing, and order-management systems can enable end-to-end resolution, and describes how Intercom's Procedures with system access handled complex workflows better than fixed, scripted Tasks in some cases. ### Source excerpt Without access to your backend systems, your AI Agent can answer questions, but it can't take action. A customer asks to change their payment plan, they get a clear explanation, but a support rep still has... ## Fin extends Service Agent support to HubSpot and Freshworks DevFeed: [Fin extends Service Agent support to HubSpot and Freshworks]() Original publisher: [Read original article]() Author: Paul Adams Published: 2026-06-09T16:45:42Z Content type: release Language: en Sources: [The Intercom Blog]() Topics: [hubspot](), [Support]() Tags: [agent](), [apis](), [cli](), [customer-experience](), [docs](), [fin](), [fin-for-freshdesk](), [fin-for-hubspot](), [helpdesk](), [hubspot](), [integrations](), [mcps](), [news-updates](), [platform]() ### AI overview Intercom announces that Fin can operate as a Service Agent on top of HubSpot and Freshworks, allowing customers to integrate it without migrating from their existing helpdesk. The article also describes Fin's open-platform approach, including APIs, MCPs, CLI access, and public documentation. ### Source excerpt Fin can be used as a Service Agent on top of HubSpot and Freshworks, meaning you can use the world's best Agent without migrating off your helpdesk.