The company Intercom has introduced several new AI-powered features to enhance customer service. The first feature is a conversation summarization tool, which uses large language models to condense text and provide a detailed summary of customer conversations. This feature has been well-received by customers, who have reported saving time and improving their ability to assist clients. Another feature is an "Adjusting the tone" tool, which allows support reps to make their responses friendlier or more formal with just a few clicks. A third feature is a rephrasing tool, which can help generate new responses to customer issues without requiring extensive rewriting. The company has also introduced an "Expand" feature, which enables users to write short notes and then expand on them to create fully-fledged responses. Additionally, Intercom has developed a feature that can generate help center articles from shorthand, reducing the friction of writing long-form content. While the technology is still evolving, Intercom believes that recent AI breakthroughs will revolutionize customer service, enabling companies to automate many tasks while still providing human connection and support for more complex issues.