In May, customer service tech unicorn Intercom announced that it was going to bet big on the rise of artificial intelligence. In an email to staff at the time, titled “playing to win”, the company’s chief executive Eoghan McCabe outlined how it would invest around $94 million (€85.89) of its cash reserves to make sure Intercom was well-placed to “maximise the giant opportunity in front of us”. That opportunity was the transfer of the bulk of spending in the customer service industry from salaries to AI tools. McCabe pointed out that many other companies were chasing this very space ranging…

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