Intercom was shortlisted for the Best Use of AI in Customer Experience award at the Irish CX Impact Awards 2025, put forward for an approach built on a clear and consequential strategic decision: that AI would not supplement its support model at the edges but sit at the centre of it, handling the volume and velocity of customer queries that had been outpacing the team's capacity to respond.

Fin's deployment addressed that challenge directly. By resolving 81 percent of customer issues without human intervention, the AI agent reduced response times, extended support availability to 24 hours a day, and freed the human team to move away from reactive query handling toward proactive and consultative customer engagement.

The financial impact was equally significant, with the AI-first strategy generating annual savings of between three and 3.5 million dollars and avoiding a 45 percent increase in team headcount that would otherwise have been required to meet demand.

The Best Use of AI in Customer Experience category recognises organisations that have successfully applied artificial intelligence to deliver measurable improvements in customer satisfaction, efficiency, and loyalty, with judges assessing the clarity of the AI strategy, the quality of implementation across customer touchpoints, the innovation embedded in the approach, and the evidence of tangible business and customer outcomes.

Intercom's submission gave the judging panel a data-rich and clearly evidenced picture of an AI deployment that had produced gains across every dimension the category was designed to measure.

As the 2026 cycle draws closer, Ireland's customer experience community faces a clear challenge: who will demonstrate the same conviction that an AI-first approach, thoughtfully implemented, can produce outcomes that neither technology nor human teams could achieve working independently?

Visit the official awards website to explore past winners, review award categories, and subscribe to the newsletter for updates and insights into Ireland's customer experience landscape.