Intercom is an AI-first customer service platform designed to help businesses manage customer support, engagement, and communication in one system. According to its official website, Intercom enables teams to resolve customer questions using AI agents, automation, and human support working together. The platform allows companies to centralize conversations across channels such as in-app chat, email, and help centers, while maintaining customer context and history.
How the tool works
Intercom combines an AI agent (Fin), automation rules, and a shared inbox. Fin uses a company’s help center and support content to answer questions
Key use cases and applications
Unified inbox for chat, email, socials.
Powerful AI chatbot reduces repetitive tickets.
Strong segmentation and targeted in‑app messaging.
Deep SaaS integrations, especially with HubSpot.
Support slow or unhelpful on complex issues.
Bots frustrate users before reaching humans.
Historical conversations can load very slowly.
*Price last updated on Dec 30, 2025. Visit intercom.com's pricing page for the latest pricing.
