Intercom

What it does

Intercom is a customer service platform that combines a helpdesk with Fin, an AI agent built into the same system. Teams work from a shared inbox and customer record, and Fin handles conversations across phone, email, chat, and Slack. Fin can pass a case to a person when it needs approval or information.

Intercom is a customer service system where a helpdesk and an AI agent named Fin are built together. They share the same inbox, knowledge, and customer record. You start with the knowledge you already have, then train Fin on your processes and policies. AI-driven Simulations let you test full customer conversations before going live. Fin can be deployed across phone, email, chat, Slack, and more. When Fin needs an approval or a piece of information, it asks a teammate and finishes the conversation itself. Managers get suggestions on what to fix, from missing content to data integrations. Intercom states that Fin averages a 76% resolution rate across 12,000+ customers, with many seeing over 85%. Pricing is listed as $29 per seat per month plus $0.99 per Fin outcome on the Essential plan, with Advanced at $85 and Expert at $132 per seat per month. A 14 day free trial is offered with no credit card required. The site does not state whether an API is available or whether the software is open source.