Customer support · Production

AI21 Labs automates 82% of customer support with Intercom bots and automation

The problem

AI21 Labs was managing customer support manually through Google Groups, with engineers responding to every query, making it hard to scale or collaborate as the customer base grew.

Workflow diagram · grounded in source
1
Customer submits support query
trigger
“enable them to support and engage their growing customer base”
2
Custom Bots resolve inbound queries
ai_action
“Custom Bots are helping to resolve 45% of inbound queries”
3
Resolution Bot auto-resolves conversations
ai_action
“Resolution Bot is automatically resolving 41% of conversations it interacts with”
4
Help center enables self-service
output
“the help center is empowering customers who are seeking support to resolve their own issues at an astounding rate of 79%”
5
Proactive support addresses known issues
output
“proactive support – getting ahead of known issues and providing help before it's needed – accounts for 5% of the team's resolution rate”
6
Macros enable quick team replies
output
“macros, which enables the team to build a bank of custom saved replies in the Intercom Inbox, to quickly reply to customers' questions. This has led to a 39% decrease in the team's average response time, and has also shortened their time…”
7
Amplitude integration personalizes experience
integration
“With the Amplitude and Intercom integration, the team can leverage user behavioral data to further personalize their customers' experiences”
Reported outcome

Intercom enabled AI21 Labs to achieve 82% support automation efficiency (ROAR), a 39% decrease in average response time, and steadily increasing customer satisfaction scores—without increasing headcount.

Reported metrics
support automation efficiency (ROAR)82%
Resolution Bot conversation resolution rate41%
Custom Bots inbound query resolution rate45%
Help center self-service rate79%
Show all 7 reported metrics
support automation efficiency (ROAR)82%
Resolution Bot conversation resolution rate41%
Custom Bots inbound query resolution rate45%
help center self-service rate79%
proactive support resolution contribution5%
average response time39% decrease
customer satisfaction scoressteadily increase over time
Reported stack
Custom BotsResolution BotArticlesmacrosAmplitude
Source
https://www.intercom.com/customers/ai21-labs
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Intercom enabled AI21 Labs to achieve 82% support automation efficiency (ROAR), a 39% decrease in average response time, and steadily increasing customer satisfaction scores—without increasing headcount.

What tools did this team use?

Custom Bots, Resolution Bot, Articles, macros, Amplitude.

What results were reported?

support automation efficiency (ROAR): 82%; Resolution Bot conversation resolution rate: 41%; Custom Bots inbound query resolution rate: 45%; Help center self-service rate: 79% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer submits support query → Custom Bots resolve inbound queries → Resolution Bot auto-resolves conversations → Help center enables self-service → Proactive support addresses known issues → Macros enable quick team replies → Amplitude integration personalizes experience.

Related customer support cases