Intercom Home

  • Latest Articles
    • Featured in Latest Articles

      Intercom on Product Des Traynor Paul Adams

      Intercom on Product: How we became an AI-first company

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • The first 90 days with AI: A 4-step guide to get you started

      • Off Script: Brian Eno and Stephen Fry take on AI

      • Intercom’s 2024 in review

      • The AI agent buyer’s guide: How to make the right choice for your support needs

      • Intercom vs Zendesk: Two AI agents put to the test

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Customer Service
    • Featured in Customer Service

      The AI agent buyer’s guide: How to make the right choice for your support needs

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • The first 90 days with AI: A 4-step guide to get you started

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Intercom vs Zendesk: Two AI agents put to the test

      • The Ticket: AI integration lessons from ScreenCloud

      • The Ticket: Nick Clark on how to design AI support for the customer

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • AI & Automation
    • Featured in AI & Automation

      Off Script – Stephen Fry and Brian Eno

      Off Script: Brian Eno and Stephen Fry take on AI

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Beyond the AI hype: Understanding technological transformation with Benedict Evans

      • Intercom vs Zendesk: Two AI agents put to the test

      • Off Script: Imagining the future of customer service in an AI-first world

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Off Script: Designing the future with AI

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Customer Engagement
    • Featured in Customer Engagement

      Intercom Off Script Episode 5 – President Archana Agrawal

      Off Script: Better, faster, cheaper – how AI transforms the economics of customer service

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Becoming Fin: The story behind the name of our AI chatbot

      • The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty

      • 4 ways to personalize your marketing messaging and boost engagement

      • The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      • The ultimate marketing technology stack

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Product & Design
    • Featured in Product & Design

      Beyond the AI hype: Understanding technological transformation with Benedict Evans

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Fin over email: How we built a multichannel AI agent

      • Meet Fin 2: Watch the launch of our next-generation AI Agent

      • Off Script: Designing the future with AI

      • Innovating with AI: The latest insights from SaaS companies leading the way

      • Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Engineering
    • Featured in Engineering

      Intercom for Enterprise - Infrastructure & Scale

      How our infrastructure scales alongside our customers

      Oran O'Dowd

      VP of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • Making the best of a bad situation: Lessons from an Intercom outage

      • How we scaled engineering enablement and infrastructure at Intercom

      • Evolving Intercom’s database infrastructure

      • 10 engineering lessons from 6 years at Intercom

      • Understanding AI: How we taught computers natural language

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • News & Updates
    • Featured in News & Updates

      Intercom’s 2024 in review

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Off Script: Brian Eno and Stephen Fry take on AI

      • Fin 2: The first AI agent that delivers human-quality service

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Pioneer 2024: Intercom’s first ever AI customer service summit, in summary

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • The Ticket

      Discover the future of customer service, support, and experience

    • Intercom on Product

      Lessons from our product leaders on building software in an AI-first world

    • See all podcasts
Explore More
  • Off Script
  • Intercom on Product
  • Built for You
  • Books & Guides

Follow us

  • X X icon Follow Us on X - This link opens in a new window
  • LinkedInLinkedIn Icon Follow Us on Linkedin - This link opens in a new window
  • Like Us on Facebook - This link opens in a new window
  • InstagramInstagram Icon Follow Us on Instagram - This link opens in a new window
  • YouTubeYouTube Icon Follow Us on Youtube - This link opens in a new window
  • About Intercom

Engineering

If shipping is your heartbeat, you're in the right place

  • Podcasts
  • Videos
  • Authors

Engineering 10 min watch

Engineering principles: building real-time Intercom

A core value of Intercom’s engineering culture is to run less software. It helps avoid what Jeff Bezos at Amazon…

Brian Long

Former Principal Engineer, Intercom

Brian Long

Engineering 14 min watch

Analyze the recipe when you bake a failure cake

Fundamentally software engineering is about managing complexity and as sure as night follows day catastrophe follows complexity. That’s the conclusion…

Bill de hÓra

Prinicipal Engineer, Intercom

Bill de hÓra

Company
  • About
  • Customers
  • Careers
  • Press Resources
  • Contact Us
  • Terms
  • Privacy
Features
  • AI Agent
  • Inbox
  • Help Center Articles
Use Cases
  • For customers
  • For support agents
  • For support leaders
Follow us
  • X X icon Follow Us on X - This link opens in a new window
  • LinkedInLinkedIn Icon Follow Us on Linkedin - This link opens in a new window
  • Like Us on Facebook - This link opens in a new window
  • InstagramInstagram Icon Follow Us on Instagram - This link opens in a new window
  • YouTubeYouTube Icon Follow Us on Youtube - This link opens in a new window

Back to top