# 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](https://www.intercom.com/customers/ai21-labs). Captured by usedby on 2026-10-08.

- Company: [AI21 Labs](https://www.usedby.ai/companies/ai21-labs.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)
- Industry: [Artificial Intelligence](https://www.usedby.ai/companies/industry/artificial-intelligence.md)
- Teams: User Operations

## What the story says

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%.

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 82% is printed word for word on the page, near the name of AI21 Labs.
- Checked: the passage quoted above is copied word for word from the page, near the name of AI21 Labs.
- Checked: each number in our summary is printed on the page.
- Checked: AI21 Labs uses Intercom. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/ai21-labs-intercom · How we check: https://www.usedby.ai/methodology