Intercom, a customer support software provider used by organizations like Microsoft and Anthropic, has integrated AI deeply into its operations, particularly with their AI customer service agent, Fin. By focusing on AI as a product rather than just an add-on, they have conducted extensive A/B testing to improve resolution rates, growing from approximately 26% to over 50%. Intercom's approach emphasizes understanding AI's impact on engineering velocity, focusing on metrics such as PR throughput and review wait times. They have a dedicated team to automate routine development tasks, allowing human engineers to focus on more complex issues. Intercom also prioritizes creating a shared repository of AI engineering best practices to ensure consistent upskilling across their team, promoting efficiency and innovation. They stress the importance of accuracy over mere cleverness in AI interactions to maintain customer trust. Intercom rejects superficial metrics, instead opting for behavior-shaping metrics that provide actionable insights to improve both customer support and developer productivity continuously.