Announcing the 2026 AI Sentiment Report: How end users feel about AI Agents
Intercom has released a research report based on a survey of over 1,000 end users regarding their interactions with AI Agents. The report quantifies user sentiment, perceived capability, and trust levels concerning automated support systems.
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Product managers, customer experience leaders, and developers building on the Intercom platform.
It provides the strategic framework for how Intercom will likely prioritize future AI Agent features, focusing on user-perceived reliability and trust metrics.
Full Fact Overview
This announcement represents a strategic market research initiative rather than a technical product update. By aggregating data on user trust and capability perception, Intercom is positioning its AI Agent infrastructure to align with consumer expectations for 2026. The report serves as a benchmark for the company's ongoing development of autonomous support workflows, likely intended to inform future UI/UX adjustments and trust-building features within their AI Agent platform.