Intercom's Key Lessons for Building a Sustainable AI Edge
Intercom rapidly integrated AI into its customer service platform by experimenting early with models like GPT-4.1, establishing rigorous evaluation processes, and designing a flexible architecture, enabling them to deliver reliable, cost-effective AI-driven customer support and workflows. Their approach offers three key lessons: build AI-first systems from the ground up, experiment and evaluate models continuously, and design adaptable architectures for long-term success.