Announcing new next-gen bot features to improve your automated support

Today, we're excited to announce new next-gen bot features that will increase the power of your bots so your customers get the help they need, faster.

Bots are transforming the way businesses support their customers. At Intercom, we strive to make our automation bots as powerful as possible, giving businesses the fastest way to resolve queries in the face of ever-increasing inbound volume and customer expectations.

The exciting new features launching today - Custom Actions and Custom Objects - are no-code features that will help you increase your self-service resolution rate by allowing your bots to access external information and answer more questions than ever.

"Increased automated resolution rates and self-service capabilities ensure a faster, smoother customer experience"

How do they improve the support experience? Increased automated resolution rates and self-service capabilities ensure a faster, more seamless customer experience – faster resolution time translates to higher customer satisfaction. Plus, these features will increase the efficiency of support reps by removing the need to access multiple systems to find the answers your customers need.

Increase self-service prices for a smoother customer experience

Before today, our bots could not easily access data outside of Intercom. And while custom apps are available, we know that creating and maintaining them requires technical expertise. Today's product release marks a big step towards a future where the majority of queries can be resolved through automation. Also, no technical expertise is required to install these features.

Custom Actions

Connect your systems to Intercom in a no-code environment that's quick and easy to set up. Custom actions allow you to make API calls that can present information to bots (eg order status) as well as take action (eg customers update contact information) .

"These features provide your business with a frictionless opportunity to increase self-service pricing, reduce inbound volume, and integrate with key platforms"

Custom objects

A flexible way to import and model your data in a way that makes sense for your business, giving you unprecedented flexibility and control over your data, resulting in better user experiences final and more powerful abilities for teammates using Intercom.< /p> Custom actions and objects in bots

Easily build powerful self-service experiences in Resolution Bot and Custom Bot.

These features give your business a simple opportunity to increase self-service rates, reduce inbound volume, and integrate with key platforms your support team uses every day.

> Small effort, huge impact

These three features work together to improve the ability of custom bots and resolution bots to resolve common customer queries and enable customers to self-serve by delivering a faster, more efficient support experience and reducing incoming volume.

"Now our bots can solve even more questions from your customers using customer data from your other tools"

To really explore the impact of these features on your support offering, we've taken a deep dive into their benefits:

Increase the rate of automated resolutions: Now our bots can solve even more questions from your customers using customer data from your other tools. Watch your self-service rate and customer ROI increase, giving your support reps more time to focus on the complex queries they handle so expertly. Ensure a better user experience: End users can resolve more of their own queries, resulting in faster resolution time, happier users, and a more personalized experience. S...