Intercom

How do you get an AI Agent to do more work for you? With Procedures – one of Fin 3's new features – you can now train Fin to handle your most complex, multi-step workflows (like damaged order claims or account troubleshooting) from start to finish. Procedures combines natural language instructions with deterministic controls so Fin can follow your SOPs carefully and exercise experience and judgment, just like your human team would. This is a big step forward. Fin can handle even your most complicated queries in a controllable, predictable way, while still delivering a natural, agentic customer experience. Check out how Procedures works below.

Fin 3 is here. The highest performing AI Agent just got even better. Join us to re-watch the Pioneer Product Keynote this Thursday, October 16. Hear from Paul Adams and Eoghan McCabe as they walk through our latest AI innovations: We unveiled Fin 3 – the most powerful AI Agent built to handle the most complex queries across every channel – and announced our vision for a unified Customer Agent, capable of handling the entire customer experience. Note: Remember to click “attend” to get notified when the product keynote starts.

Last week in New York, we gathered with hundreds of customer service leaders to explore where AI is taking the industry next. From the launch of Fin 3 to our vision for a single Customer Agent capable of managing every customer interaction, the energy in the room told us – AI is accelerating fast, and there's huge opportunity ahead. In this recap, Declan I., Intercom’s VP of Customer Support, shares key moments from Pioneer 2025 – from the keynotes to conversations with like Anthropic, Gamma, and Toast are already transforming their support operations with AI. Read the full article below 👇

We made some big product announcements at Pioneer 2025. We launched Fin 3, the best AI Agent for resolving deep, complex queries across every channel. With Fin 3 we've made deep investments in all four stages of the Fin Flywheel so you can: • Train Fin with 𝗣𝗿𝗼𝗰𝗲𝗱𝘂𝗿𝗲𝘀 • Test it with 𝗦𝗶𝗺𝘂𝗹𝗮𝘁𝗶𝗼𝗻𝘀 • Deploy on channels like 𝗩𝗼𝗶𝗰𝗲, 𝗦𝗹𝗮𝗰𝗸 and 𝗗𝗶𝘀𝗰𝗼𝗿𝗱 • Analyze with improved 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 All of this means Fin can do much more work for you, resolving more and more complex queries that take your human team so much time. We also shared our vision for the future of Fin (and the most audacious goal we’ve set since we first set out to build it). Fin will not be just the world’s best Customer Service Agent. It will be the world’s best 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗔𝗴𝗲𝗻𝘁, capable of handling the entire customer experience. Links in the comments to learn more.

Yesterday at Pioneer 2025, you could feel something shifting in real time. Hundreds of support leaders gathered in New York, thousands more tuned in virtually, and the conversations proved just how electric this new AI-first era of customer service is. Leaders aren't asking "if" AI will transform their teams anymore – they're asking "how fast" they can get there. Customers shared real transformation stories. Live demos moved from concept to reality. And you could feel it from the energy in the room: this is an extraordinary time and everyone is ready to make the most of it. In this edition of The Ticket, Ruth O'Brien reflects on Pioneer 2025 and what the day revealed about where the industry is heading. 👇 Read it below and subscribe to join the 29,000+ CS professionals who get insights from the front lines. 🎟️⚡️

We’ve had an incredible morning here at Pioneer in New York City! Here’s a quick look at what we’ve seen so far: Earlier today Paul Adams, Intercom’s Chief Product Officer, announced Fin 3 – the highest performing AI Agent on the market for customer service, resolving your most complex queries on more channels than any other AI Agent. We also heard from Isabel Larrow from Anthropic who sat down with Junan Pang, who gave us an inside look at the operations of Anthropic’s support org, sharing insights on economics, customer experience, and organizational & system design. Intercom’s VP of Product, Brian D. delivered our vision on what’s coming next for Fin in 2026. But we’re not done yet. This afternoon we’ll have sessions featuring speakers from Crypto.com, Toast, Boston Consulting Group (BCG), Rocket Money, [solidcore], Gamma, and a special keynote speaker featuring the inimitable Gary Vaynerchuk. Tune in for the afternoon sessions and join us in the livestream 👇

Pioneer is underway in New York City and streaming live online! We’ve brought together hundreds of CS, CX, and AI leaders at Perelman Performing Arts Center for a day full of product launches, insights from industry leaders, stories of AI transformation, and a special keynote on the future of AI from the inimitable Gary Vaynerchuk. Tune in now and explore the incredible opportunity of AI 👇

Just one day to go! Pioneer 2025 is streaming live on October 9 at 10 AM EDT. Hear how leaders from Anthropic, Boston Consulting Group (BCG), Rocket Money, Toast, and more embraced real AI transformation and are staying ahead in an AI-first world. Intercom will also share our vision for the future of customer service and where AI technology is taking us. Join us virtually to watch it all unfold live from PAC NYC.

Pioneer 2025 kicks off tomorrow! Get ready for a day packed with our biggest product announcements, real stories from brands redefining customer experience with AI, and wrap it up with an exclusive keynote from Gary Vee at the end of the day. You’ll see how AI is reshaping customer service, what’s next for Fin, and how leading companies are already unlocking the power of AI Agents. Join us virtually to watch it all unfold live from PAC NYC.

In September, we hosted a roundtable dinner in London with senior leaders in Customer Experience, Support, and Success. The conversation focused on how AI and automation are transforming the function by unlocking scale and efficiency – while ensuring the human touch remains central. One of the biggest takeaways was that the future of customer success is about balance: combining intelligent workflows and proactive support with authentic, human connection. Huge thanks to Declan I. for hosting, to our moderator Lauren Cunningham, to the attendees for sharing their insights, and to The Ortus Club - Executive Knowledge Sharing for collaborating with us to make the evening possible.