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Intercom·11 February 2026

Intercom Introduces New Automation Rate Metric.

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1 source checked · 1 min read

Intercom Introduces New Automation Rate Metric

Intercom has introduced the Automation Rate as a new metric for measuring the effectiveness of AI Agents in customer service. This metric is intended to serve as a North Star for executives, emphasizing its importance alongside the existing CX Score. Brian explains why this shift is crucial for understanding customer service performance.

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