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How AI21 Labs uses Intercom

82%

“boost its support automation efficiency rate (or "ROAR," rate of automated resolution) to an exceptional 82%”

As published on intercom.com. Captured by usedby on Oct 8, 2026.

What happened

AI21 Labs moved its customer support from manually answered Google Groups to Intercom. It uses Custom Bots, Resolution Bot, Articles and macros to automate resolutions, let customers self-serve and reply faster, and it integrates Intercom with Amplitude for personalization.

Summary written by usedby from the source page, in English. The figures are those of Intercom and AI21 Labs, not ours.

In fact, using a combination of Custom Bots, Resolution Bot, and Articles, AI21 Labs has been able to boost its support automation efficiency rate (or "ROAR," rate of automated resolution) to an exceptional 82%.

From the page. intercom.com, captured Oct 8, 2026

Thanks to Intercom, we’re seeing 82% support automation efficiency. This increased efficiency allows us to maintain a healthy culture of highly professional individuals, instead of a churning system of junior support agents.

Matt Lewis, Head of User Operations at AI21 Labs, AI21 Labs. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 82%CheckedPrinted word for word on the page, near the name of AI21 Labs.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of AI21 Labs.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • AI21 Labs uses IntercomCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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