AI-Agents for Customer Service Representatives in IT Services working with Intercom
Intercom is the Engagement OS, an open channel between customer and business that is in the product, in the moment, and on their terms. We break down silos, unifying data and systems to create an ongoing dialogue, so companies can make the most of every opportunity.
Ask a teammate to judge a flagged chat and email its handoff link.
Get a focused question in a private group chat and the handoff link in your inbox when a customer chat needs a teammate's judgment.
32 toolsEmail a proposed answer beside the customer's message for review.
Your chosen approver gets a proposed reply beside the customer's message, ready to review before anyone answers.
24 toolsNotify the former case owner who now has the escalated case.
Your specialists get the customer's request and a clear next step, while former owners know who took over the case.
26 toolsReply to common customer questions with approved article steps.
Your customers get how-to answers from your help center, and your support lead gets questions those articles cannot answer.
8 toolsSend customers a ticket link and short summary after they ask for help.
Your customers get a reply with their ticket link after a confirmed match. Your support team hears about requests that need attention.
34 toolsSend approved acknowledgments while the assigned teammate is away.
Customers get a reviewed reply while their usual contact is away. Urgent requests reach the teammate covering for them.
14 toolsConfirm after-hours tickets arrived and keep unanswered cases open.
Customers get a receipt after hours, and your next support shift sees which tickets still need a personal reply in team chat.
21 toolsAssign follow-up tasks with the customer's request and prior replies.
Your escalated support requests reach a named person with the conversation, available files, and a clear next step.
13 toolsAnswer clear FAQ tickets and leave other questions open for follow-up.
Your customers hear back by email on familiar questions, while tickets needing a personal answer stay open for your support team.
9 toolsPrepare cases with verified context for customer replies.
Your team gets clear support cases with owners. Everyone knows which case number to work from.
9 toolsDraft a customer reply in the conversation for review before sending.
Give your support Agents a reply they can review in the conversation, grounded in the customer's exchange and the help articles you choose.
9 toolsAnswer common chats with article links and hand off exceptions.
Your visitors get linked answers in website chat, while questions your articles cannot settle go to your support team.
12 tools
