Intercom is a helpdesk, software in which a support team receives and answers customer messages. It has two products that share one inbox, one customer record and one knowledge base: the Intercom helpdesk for human agents, and Fin, an AI agent that answers customers by itself.
Customers write through the Messenger, a live chat window on a website or inside an app, or by email, phone and other channels. Messages arrive in a shared inbox with a ticketing system for issues that need more work, and Copilot, an AI assistant inside the inbox, helps the human agents. A public help center holds articles that customers read on their own. Fin is trained on the business's own content and policies, can be tested on simulated conversations before it goes live, and transfers a conversation to a human agent in the inbox when needed. Automated in-app messages onboard and inform customers, and pre-built reports show the results.
Intercom is a hosted service, sold as a subscription per seat (one seat for each agent) plus a fee for each conversation that Fin resolves. A 14-day free trial needs no credit card.