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Subject: AI in support doesn't have to risk the customer experience
From: "Paul from Intercom" <paul@send.intercom.com>
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Date: Thu, 16 Apr 2026 16:55:57 +0000
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[Image "Intercom_Logo_Lockup_Black_edited_bbcb610c-07f5-465a-9386-6c30d1bac=
085.png"] =0A =0A Hey Alvaro, =0A Teams that avoid AI often say it=E2=80=99=
s because they=E2=80=99re worried about the customer experience. But, when =
we talk to our customers about how their AI-first support is performing, we=
 hear a different story. =0A At our recent Blueprint live session in Paris,=
 Ruth O=E2=80=99Brien, Senior Director of AI Support at Intercom, talked wi=
th support leaders from Agorapulse and Raylo about what really happens when=
 AI is put into practice. =0A [Image "Frame_AI_Blueprint_2.png"] Link to Vi=
deo Link to Video Here=E2=80=99s what stood out: =0A - AI can exceed expect=
ations fast: Agorapulse was aiming for a 10% resolution rate in their first=
 year. But Fin hit 40% in its first week. =0A- Customer experience doesn=E2=
=80=99t drop, it improves: With AI handling repetitive queries instantly, R=
aylo saw faster responses and higher customer satisfaction. =0A- At scale, =
the impact is hard to ignore: At Intercom, AI now resolves over 80% of supp=
ort queries, freeing teams to focus on more complex, high-value work. =0A- =
The goal isn=E2=80=99t to deflect. It=E2=80=99s to resolve: The focus has m=
oved from automating FAQs to actually solving customer problems =E2=80=94 e=
ven the complex ones. =0A The takeaway is clear: AI can deliver perfect cus=
tomer experiences. It just needs the right set up. Watch the full session =
=0A Chat soon, =0A [Image "Paul-Adams-.png"] Paul Adams =0A Chief Product O=
fficer =0A [Image "x.png"] =0A =0A [Image "linkedin.png"] =0A =0A [Image "y=
outube.png"] =0A =0A Intercom =C2=A9 2026 55 2nd St San Francisco, CA =C2=
=B7 94105 =0A If you no longer wish to receive these emails you may unsubsc=
ribe. View our Privacy Policy.
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"vertical-align:top;width:520px;" ><![endif]-->=0A            =0A      <div=
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text-align: left; direction: ltr; display: inline-block; vertical-align: to=
p; width: 100%;" align=3D"left">=0A        =0A      <table border=3D"0" cel=
lpadding=3D"0" cellspacing=3D"0" role=3D"presentation" style=3D"vertical-al=
ign: top; border-collapse: collapse;" width=3D"100%">=0A        <tbody>=0A =
         =0A              <tr>=0A                <td align=3D"left" style=
=3D"font-size: 0px; word-break: break-word; border-collapse: collapse; padd=
ing: 0px;">=0A                  =0A      <div style=3D"font-family: Georgia=
, sans-serif; font-size: 13px; line-height: 1.5; text-align: left; color: #=
000000;" align=3D"left">=0A<p style=3D"font-family: Arial, sans-serif; font=
-size: 15px; font-weight: normal; line-height: 1.3; display: block; margin:=
 0px;"><span style=3D"font-family: Arial, sans-serif; font-size: 15px;">Hey=
 Alvaro,</span></p>=0A<p style=3D"font-family: Arial, sans-serif; font-size=
: 15px; font-weight: normal; line-height: 1.3; display: block; margin: 0px;=
">=C2=A0</p>=0A<p style=3D"font-family: Arial, sans-serif; font-size: 15px;=
 font-weight: normal; line-height: 1.3; display: block; margin: 0px;"><span=
 style=3D"font-size: 15px;">Teams that avoid AI often say it=E2=80=99s beca=
use they=E2=80=99re worried about the customer experience. But, when we tal=
k to our customers about how their AI-first support is performing, we hear =
a different story.</span></p>=0A<p style=3D"font-family: Arial, sans-serif;=
 font-size: 15px; font-weight: normal; line-height: 1.3; display: block; ma=
rgin: 0px;">=C2=A0</p>=0A<p style=3D"font-family: Arial, sans-serif; font-s=
ize: 15px; font-weight: normal; line-height: 1.3; display: block; margin: 0=
px;"><span style=3D"font-size: 15px;">At our recent <span style=3D"text-dec=
oration: underline;"><a href=3D"https://intercom.intercom-mail.com/via/e=3F=
ob=3DNq4Hx29PiY%2F0bAaUSbmpseBsIeUZjjezZk1TU06GrX13P43No4hcWO9L7L8BzhnR&h=
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39b319a63f8f2d3b8046804f998c7be9bb6219-209655101" target=3D"_blank" style=
=3D"color: #17100E; text-decoration: none;">Blueprint live session</a></spa=
n> in Paris, Ruth O=E2=80=99Brien, </span><span style=3D"font-size: 15px;">=
Senior Director of AI Support at Intercom, talked with support leaders from=
 Agorapulse and Raylo about what really happens when AI is put into practic=
e.</span></p>=0A</div>=0A    =0A                </td>=0A              </tr>=
=0A            =0A              <tr>=0A                <td style=3D"font-si=
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" style=3D"border-radius: 0px 0px 0px 0px; display: block; outline: none; t=
ext-decoration: none; height: auto; width: 100%; font-size: 13px; line-heig=
ht: 100%; -ms-interpolation-mode: bicubic; border-width: 0;" width=3D"520" =
height=3D"auto">=0A    =0A        </a>=0A      =0A            </td>=0A     =
     </tr>=0A        </tbody>=0A      </table>=0A    =0A                </t=
d>=0A              </tr>=0A            =0A              <tr>=0A            =
    <td style=3D"font-size: 0px; word-break: break-word; border-collapse: c=
ollapse;">=0A                  =0A      <div style=3D"height: 25px; line-he=
ight: 25px;">=E2=80=8A</div>=0A    =0A                </td>=0A             =
 </tr>=0A            =0A              <tr>=0A                <td align=3D"l=
eft" style=3D"font-size: 0px; word-break: break-word; border-collapse: coll=
apse; padding: 0px;">=0A                  =0A      <div style=3D"font-famil=
y: Ubuntu, Helvetica, Arial, sans-serif; font-size: 13px; line-height: 1.5;=
 text-align: left; color: #000000;" align=3D"left">=0A<p style=3D"font-fami=
ly: Arial, sans-serif; font-size: 15px; font-weight: normal; line-height: 1=
=2E3; display: block; margin: 0px;"><span style=3D"font-size: 15px;"><stron=
g>Here=E2=80=99s what stood out:</strong></span></p>=0A<ul style=3D"font-si=
ze: 14px; font-family: Arial, sans-serif; font-weight: normal;">=0A<li styl=
e=3D"font-family: Arial, sans-serif; font-weight: normal; line-height: 1.3;=
 font-size: 15px;"><span style=3D"font-size: 15px;"><strong>AI can exceed e=
xpectations fast</strong>: Agorapulse was aiming for a 10% resolution rate =
in their first year. But Fin hit 40% in its first week.</span></li>=0A<li s=
tyle=3D"font-family: Arial, sans-serif; font-weight: normal; line-height: 1=
=2E3; font-size: 15px;"><span style=3D"font-size: 15px;"><strong>Customer e=
xperience doesn=E2=80=99t drop, it improves</strong>: With AI handling repe=
titive queries instantly, Raylo saw faster responses and higher customer sa=
tisfaction.</span></li>=0A<li style=3D"font-family: Arial, sans-serif; font=
-weight: normal; line-height: 1.3; font-size: 15px;"><span style=3D"font-si=
ze: 15px;"><strong>At scale, the impact is hard to ignore:</strong> At Inte=
rcom, AI now resolves over 80% of support queries, freeing teams to focus o=
n more complex, high-value work.</span></li>=0A<li style=3D"font-family: Ar=
ial, sans-serif; font-weight: normal; line-height: 1.3; font-size: 15px;"><=
span style=3D"font-size: 15px;"><strong>The goal isn=E2=80=99t to deflect. =
It=E2=80=99s to resolve</strong>: The focus has moved from automating FAQs =
to actually solving customer problems =E2=80=94 even the complex ones.</spa=
n></li>=0A</ul>=0A<p style=3D"font-family: Arial, sans-serif; font-size: 15=
px; font-weight: normal; line-height: 1.3; display: block; margin: 0px;"><s=
pan style=3D"font-size: 15px;">The takeaway is clear: AI can deliver perfec=
t customer experiences. It just needs the right set up.</span></p>=0A</div>=
=0A    =0A                </td>=0A              </tr>=0A            =0A    =
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px; word-break: break-word; border-collapse: collapse; padding: 20px;">=0A =
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=3D"0" role=3D"presentation" style=3D"border-collapse: separate; line-heigh=
t: 100%;">=0A        <tbody>=0A          <tr>=0A            <td align=3D"ce=
nter" bgcolor=3D"#000000" style=3D"border-radius: 8px; cursor: auto; font-s=
tyle: normal; background-color: #000000; border-collapse: collapse; border-=
style: none;" valign=3D"middle">=0A              <a href=3D"https://interco=
m.intercom-mail.com/via/e=3Fob=3DNq4Hx29PiY%2F0bAaUSbmpseBsIeUZjjezZk1TU06G=
rX13P43No4hcWO9L7L8BzhnR&h=3D9a4bcbebd2bdbd2f0e96719be26dc8f3fc9d4c0a-tx2p1=
30c_215473945876912&l=3D4939b319a63f8f2d3b8046804f998c7be9bb6219-209655101"=
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weight: normal; line-height: 20px; text-decoration: none; text-transform: n=
one; border-radius: 8px; margin: 0; padding: 15px 50px;" target=3D"_blank">=
=0A                <span>Watch the full session</span>=0A              </a>=
=0A            </td>=0A          </tr>=0A        </tbody>=0A      </table>=
=0A    =0A                </td>=0A              </tr>=0A            =0A    =
    </tbody>=0A      </table>=0A    =0A      </div>=0A    =0A          <!--=
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v>=0A    =0A      =0A      <!--[if mso | IE]></td></tr></table><table align=
=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" class=3D"" rol=
e=3D"presentation" style=3D"width:600px;" width=3D"600" bgcolor=3D"#FFFFFF"=
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ly;"><![endif]-->=0A    =0A      =0A      <div style=3D"background: #FFFFFF=
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cing=3D"0" role=3D"presentation" style=3D"background: #FFFFFF; background-c=
olor: #FFFFFF; width: 100%; border-collapse: collapse;" bgcolor=3D"#FFFFFF"=
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tion: ltr; font-size: 0px; text-align: center; border-collapse: collapse; p=
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able role=3D"presentation" border=3D"0" cellpadding=3D"0" cellspacing=3D"0"=
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=0A            =0A      <div class=3D"mj-column-per-100 mj-outlook-group-fi=
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ne-block; vertical-align: top; width: 100%;" align=3D"left">=0A        =0A =
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le=3D"font-family: Georgia, sans-serif; font-size: 13px; line-height: 1.5; =
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y: Arial, sans-serif; font-size: 15px; font-weight: normal; line-height: 1.=
3; display: block; margin: 0px;"><span style=3D"font-size: 15px;">Chat soon=
,</span></p>=0A<p style=3D"font-family: Arial, sans-serif; font-size: 15px;=
 font-weight: normal; line-height: 1.3; display: block; margin: 0px;">=C2=
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th:62.4px;" ><![endif]-->=0A            =0A      <div class=3D"mj-column-pe=
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le=3D"presentation" style=3D"border-collapse: collapse; border-spacing: 0px=
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px; border-collapse: collapse;">=0A              =0A      <img src=3D"https=
://storage.googleapis.com/topol-io-team-2790/plugin-assets/6320/2790/Paul-A=
dams-.png" style=3D"border-radius: 0px 0px 0px 0px; display: block; outline=
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rtical-align:top;width:457.6px;" ><![endif]-->=0A            =0A      <div =
class=3D"mj-column-per-88 mj-outlook-group-fix" style=3D"font-size: 0px; te=
xt-align: left; direction: ltr; display: inline-block; vertical-align: top;=
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n: top; border-collapse: collapse;" width=3D"100%">=0A        <tbody>=0A   =
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font-size: 0px; word-break: break-word; border-collapse: collapse; padding:=
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rgia, sans-serif; font-size: 13px; line-height: 1.3; text-align: left; colo=
r: #000000;" align=3D"left">=0A<p style=3D"font-family: Arial, sans-serif; =
font-size: 15px; font-weight: normal; line-height: 1.3; display: block; mar=
gin: 0px;"><span style=3D"font-size: 15px;"><strong>Paul Adams</strong></sp=
an></p>=0A<p style=3D"font-family: Arial, sans-serif; font-size: 15px; font=
-weight: normal; line-height: 1.3; display: block; margin: 0px;"><span styl=
e=3D"font-size: 15px;">Chief Product Officer</span></p>=0A</div>=0A    =0A =
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>=0A      </table>=0A    =0A      </div>=0A    =0A          <!--[if mso | I=
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entation" style=3D"width:600px;" width=3D"600" bgcolor=3D"#020917" ><tr><td=
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ndif]-->=0A    =0A      =0A      <div style=3D"background: #020917; backgro=
und-color: #020917; max-width: 600px; margin: 0px auto;">=0A        =0A    =
    <table align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0=
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0917; width: 100%; border-collapse: collapse;" bgcolor=3D"#020917">=0A     =
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s=3D"" style=3D"vertical-align:bottom;width:260px;" ><![endif]-->=0A       =
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ertical-align: bottom; width: 100%;" align=3D"left">=0A        =0A      <ta=
ble border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation" =
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lapse: collapse; padding: 0px;">=0A                  =0A      =0A     <!--[=
if mso | IE]><table align=3D"left" border=3D"0" cellpadding=3D"0" cellspaci=
ng=3D"0" role=3D"presentation" ><tr><td><![endif]-->=0A              <table=
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esentation" style=3D"float: none; display: inline-table; border-collapse: c=
ollapse;">=0A                <tbody>=0A                  =0A      <tr>=0A  =
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ng: 4px;" valign=3D"middle">=0A          <table border=3D"0" cellpadding=3D=
"0" cellspacing=3D"0" role=3D"presentation" style=3D"background-color: tran=
sparent; border-radius: 3px; width: 24px; border-collapse: collapse;" bgcol=
or=3D"transparent">=0A            <tbody>=0A              <tr>=0A          =
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h: 24px; border-collapse: collapse; padding: 0px;" valign=3D"middle">=0A   =
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tRR%2Fy13j8iYh%2B3KDSTxzQeopnaLYVktrozIpbpyyo0%3D&h=3D95a64f7c7e9291278ceec=
fc93025f0c0cd7927ab-tx2p130c_215473945876912&l=3Dab7b2f0a52ec7233290a278427=
b265ffc846c1da-209655102" target=3D"_blank" style=3D"color: #17100E; text-d=
ecoration: none;">=0A                    <img alt=3D"Intercom X" height=3D"=
24" src=3D"https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/social-=
icos/roundedwhite/x.png" style=3D"border-radius: 3px; display: block; heigh=
t: auto; line-height: 100%; outline: none; text-decoration: none; -ms-inter=
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https://intercom.intercom-mail.com/via/e=3Fob=3Dc5agav4%2FoZRYdAX%2FvlgDdq6=
ZA1D7iBMMEyi%2BLf3Pc0btxTny1%2B8CARAnwLWKsVV%2F&h=3D763ef10a60bf78e54d0fbd5=
8758d70023e7a499d-tx2p130c_215473945876912&l=3D11bc5530df4dcda50a392b8409c0=
3340b13a7d4b-209655103" target=3D"_blank" style=3D"color: #17100E; text-dec=
oration: none;">=0A                    <img alt=3D"Intercom LinkedIn" heigh=
t=3D"24" src=3D"https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/so=
cial-icos/roundedwhite/linkedin.png" style=3D"border-radius: 3px; display: =
block; height: auto; line-height: 100%; outline: none; text-decoration: non=
e; -ms-interpolation-mode: bicubic; border-width: 0;" width=3D"24">=0A     =
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e=3D"vertical-align: middle; border-collapse: collapse; padding: 4px;" vali=
gn=3D"middle">=0A          <table border=3D"0" cellpadding=3D"0" cellspacin=
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ent">=0A            <tbody>=0A              <tr>=0A                <td styl=
e=3D"font-size: 0; height: 24px; vertical-align: middle; width: 24px; borde=
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Pnn2dSrIPW7WiLIS5QYZ2s6MNvCVdTySQvQzXsOYhm7Puamhy&h=3D3618db1fd995356ca6b86=
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ecoration: none;">=0A                    <img alt=3D"Intercom YouTube" heig=
ht=3D"24" src=3D"https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/s=
ocial-icos/roundedwhite/youtube.png" style=3D"border-radius: 3px; display: =
block; height: auto; line-height: 100%; outline: none; text-decoration: non=
e; -ms-interpolation-mode: bicubic; border-width: 0;" width=3D"24">=0A     =
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ord; border-collapse: collapse; padding: 10px 35px 0px 0px;">=0A           =
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13px; line-height: 1; text-align: left; color: #000000;" align=3D"left"><p =
style=3D"font-family: Arial, sans-serif; font-size: 15px; font-weight: norm=
al; line-height: 1.3; display: block; margin: 0px;"><span style=3D"font-siz=
e: 12px; font-family: Arial, sans-serif; color: rgb(255, 255, 255);">Interc=
om =C2=A9 2026</span><br><span style=3D"font-size: 12px; font-family: Arial=
, sans-serif; color: rgb(255, 255, 255);">55 2nd St</span><br><span style=
=3D"font-size: 12px; font-family: Arial, sans-serif; color: rgb(255, 255, 2=
55);">San Francisco, CA =C2=B7 94105</span></p></div>=0A    =0A            =
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/table>=0A    =0A      </div>=0A    =0A          <!--[if mso | IE]></td><td=
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le=3D"font-size: 0px; text-align: left; direction: ltr; display: inline-blo=
ck; vertical-align: bottom; width: 100%;" align=3D"left">=0A        =0A    =
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ion" style=3D"vertical-align: bottom; border-collapse: collapse;" width=3D"=
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