The text discusses Intercom's 2024 in review, highlighting the company's advancements in AI-driven customer service. The year saw significant transformations in how customer service is handled, with support professionals evolving into strategic partners who combine human expertise with AI capabilities. Key takeaways include Fin 2, an advanced AI agent achieving a 51% average resolution rate and a 99.9% accuracy rate, and the impact of AI on customer interactions, including the need to balance automation with human touch. Intercom also published guides on AI-first customer service, knowledge management in the age of AI, and practical advice for getting teams onboard with new technology. The company's blog featured articles on reframing how we think about AI, forging new career paths, and more. Overall, 2024 marked a significant milestone in the adoption of AI in customer service, with Intercom leading the way.