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Intercom is taking a big swing with AI, shifting to an AI-first customer service company.

Intercom's approach to AI-first customer support revolves around three key stakeholders: the end user, the support rep, and the manager.

Intercom's first focus was building for the end user with their AI agent, "Fin." The next tool they're launching is an AI co-pilot for support reps, followed by AI insights for support managers in the future.

In this interview with Des Traynor, Co-founder and Chief Strategy Officer, we spoke about:

• What their new co-pilot does

• How it works

• How AI can augment customer service jobs now

• The future of customer support with AI

• How other companies are approaching AI in customer support

• What it takes to become an AI-first company

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