Unpacking Intercom Pioneer 2024: AI insights and the future of customer support

Customer support is changing faster than ever, and the impact is transformational. At Intercom Pioneer 2024, support leaders, innovators, and practitioners came together to dive into how AI is reshaping the industry. The event was packed with real-world stories, actionable insights, and the exciting debut of Intercom’s Fin 2 — their next-generation AI agent.

As partners of Intercom, we at Assembled were thrilled to join the conversation. From connecting with attendees to sharing how workforce management (WFM) and AI can work hand-in-hand, we’re all about helping support teams become more efficient and people-centered. Together, we’re equipping leaders with the tools and strategies to tackle today’s challenges while building toward a smarter, more human future.

In the spirit of collaboration, our Sales Leader, Alex McMullin, teamed up with Intercom’s Senior Director of Human Support, Bobby Stapleton, for a webinar to share their biggest takeaways from Pioneer and predictions on where support is headed next.

AI is rewriting the playbook

AI isn’t just a tool anymore — it’s becoming the foundation of modern customer support. Bobby Stapleton captured this shift perfectly:

When OpenAI launched ChatGPT, people thought, ‘This is interesting.’ What’s blown me away is how quickly it’s evolved into something transformational. What we thought would take years is already happening today. The pace of AI’s evolution is just so, so cool.”

Intercom’s data backs it up: customers using their AI agents have achieved an average resolution rate of 51%. That’s not just a stat — it’s proof of how AI is streamlining workflows, eliminating repetitive tasks, and freeing up human agents to focus on what they do best: solving complex problems and fostering real connections.

The takeaway was clear: AI isn’t here to replace humans. It’s here to amplify them. As Bobby put it:

AI makes work more meaningful. It’s about giving agents the space to excel at what only humans can do.”

Workforce management: the key to unlocking AI’s potential

AI tools like Fin 2 are undeniably transformative, but they need strong operational systems to truly thrive. That’s where workforce management (WFM) steps in. Alex McMullin shared how WFM lays the foundation for seamless collaboration between AI and human resources:

Workforce management has always been about getting the right resources in the right place at the right time. Now, AI is one of those resources, and WFM plays a critical role in making sure it’s integrated effectively.”

By bridging the gap between technology and people, WFM ensures that teams are set up for success in a rapidly evolving support landscape.

Key takeaways for workforce management in an AI-powered world

Dynamic resource allocation

• AI empowers teams to adapt during peak times, shifting workloads seamlessly, while slower periods become opportunities for agents to enhance knowledge bases and focus on high-impact projects.
• “It’s not about choosing between AI and humans — it’s about creating balance,” Alex shared.

Flexible capacity planning

• By offloading repetitive tasks to AI, teams can move beyond linear headcount growth models, scaling efficiently while protecting team morale.
• “We’re seeing teams plan smarter, not harder,” Alex noted. “It’s about growth without the same strain on resources.”

Empowering collaboration

• AI integration isn’t just about functionality — it’s about delivering a unified customer experience.
• “It’s not just about what the AI can do, but how seamlessly it integrates with your existing tools and workflows. There’s nothing worse than siloed experiences,” Bobby emphasized.

Cutting through the AI hype

With AI dominating the conversation, it’s easy to get swept up in the buzz. But separating meaningful solutions from flashy marketing is critical. Bobby and Alex shared their tips for evaluating AI tools with clarity and purpose.

As Bobby noted:

Anyone can create a flashy demo. What matters is how well the tool addresses your team’s actual challenges. Show me this in action. Let me see it with my team’s data, with our workload, in our context — that’s how you separate the AI hype from reality.”

By focusing on real-world applications and impact, teams can cut through the noise and invest in tools that truly make a difference.

Tips for choosing the right AI tools

Demand real demos

• Don’t settle for a polished pitch — see the tool in action with your team’s workflows and data.

Understand implementation requirements

• “If the tool requires a massive lift on your end, it might not be the right fit,” Alex pointed out.

Focus on future potential

• Tools that deliver advanced insights and evolve alongside your business are the ones that truly deliver ROI.

Alex emphasized:

Look for partners who are as committed to progress as you are. Ask about their roadmap. The best vendors are already thinking about what’s next.”

Why the human element still matters

While AI was front and center at Pioneer, the event also underscored the enduring importance of human connection in support.

As Bobby shared:

AI doesn’t replace people — it elevates their role. Agents now have the bandwidth to tackle tougher, more meaningful problems that require creativity and empathy.”

Alex built on this idea, adding:

The future isn’t about replacing humans with machines. It’s about building teams that thrive in an AI-first world, with workforce management ensuring they have the tools to succeed.”

This vision of collaboration — between humans, AI, and operational systems — is shaping the future of support. Together, they unlock new levels of efficiency and human impact.

Ready to embrace the future of support?

Intercom Pioneer 2024 offered a bold vision of how AI is reshaping customer support. From tackling challenges like response times and team agility to enhancing customer satisfaction, AI isn’t just solving problems — it’s unlocking new possibilities for support teams.

Catch all the insights and key takeaways in the full webinar recap here.

Want to learn more about Fin 2? Visit Intercom’s website.

Curious about how Assembled can help you navigate the AI revolution? Let’s chat!

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