---
title: "The evolution of support starts now"
description: "Intercom introduces Resolution Bot, a machine-learning support chatbot designed to resolve customer issues rather than merely direct people to help-center articles. In the Intercom Messenger, it provides tailored resolutions, can use integrations such as Shopify to surface order status, and proactively suggests answers while customers type. The update adds six languages—Spanish, French, Italian, Brazilian Portuguese, Russian, and German—along with demographic targeting based on factors such as spend, business type, and location. New reporting shows answer-level sends and resolution rates, identifies underperforming answers, and lets teams filter conversation metrics for bot interactions. Intercom reports that the bot automatically resolves 33% of common support questions and saved businesses an average of 109 hours of customers’ time over the last year, positioning the release as a way to provide faster, more consistent support at global scale."
---

# The evolution of support starts now

[Intercom](https://yomu.fyi/company/intercom) · Yohanna Andom · Feb 12, 2026

**Type:** Announcement

## Summary

Intercom introduces Resolution Bot, a machine-learning support chatbot designed to resolve customer issues rather than merely direct people to help-center articles. In the Intercom Messenger, it provides tailored resolutions, can use integrations such as Shopify to surface order status, and proactively suggests answers while customers type. The update adds six languages—Spanish, French, Italian, Brazilian Portuguese, Russian, and German—along with demographic targeting based on factors such as spend, business type, and location. New reporting shows answer-level sends and resolution rates, identifies underperforming answers, and lets teams filter conversation metrics for bot interactions. Intercom reports that the bot automatically resolves 33% of common support questions and saved businesses an average of 109 hours of customers’ time over the last year, positioning the release as a way to provide faster, more consistent support at global scale.

## Context

The release addresses a limitation of earlier support bots, which often provided generic links or instructions rather than immediately actionable resolutions. Resolution Bot is intended to reduce repetitive questions for support representatives while offering personalized, always-on assistance.

## Approach / What changed

Resolution Bot uses machine learning to suggest relevant answers as customers type and tailor responses to customer attributes such as spend, business type, and location. It can detect the customer’s language from browser settings, connect with tools such as the Shopify app, and provide reports on answer usage, resolution rates, underperforming answers, and bot-related conversation metrics.

## Takeaways

- Resolution Bot surfaces relevant answers before customers submit their messages, allowing them to select the option that best matches their question.
- The bot supports Spanish, French, Italian, Brazilian Portuguese, Russian, and German, selecting its language from the customer’s browser settings.
- Teams can review individual answer usage and resolution rates, identify underperforming answers, and filter conversation reports to measure bot interactions.

## FAQ

### How does Resolution Bot tailor support to individual customers?

Teams can configure answers based on customer criteria including spend, business type, and location. The bot can also use integrations such as the Shopify app to surface information like order status.

### Which languages does Resolution Bot support in this update?

The update adds Spanish, French, Italian, Brazilian Portuguese, Russian, and German. Resolution Bot automatically detects the language to use from the customer’s browser settings.

### How can teams tell whether the bot is resolving issues effectively?

Reports show how often individual answers were sent and their resolution rates. Teams can also identify underperforming answers and filter conversation metrics to include bot interactions.

**Tags:** [Automation](https://yomu.fyi/topic/automation), [Customer Experience](https://yomu.fyi/topic/customer-experience), [Localization](https://yomu.fyi/topic/localization), [Machine Learning](https://yomu.fyi/topic/machine-learning)

- Source: [Intercom](https://www.intercom.com/blog/announcing-resolution-bot)
- Source URL: https://www.intercom.com/blog/announcing-resolution-bot
- Ingested by Yomu: 2026-09-17T14:06:30.522Z

[Read original post](https://www.intercom.com/blog/announcing-resolution-bot)