Otonomee has joined Intercom’s Solution Partner Program to further integrate AI
Irish customer experience (CX) firm Otonomee has joined Intercom’s Solution Partner Program to further integrate AI into its customer service offering as traditional CX models face pressure in an increasingly AI-driven industry.
Intercom, the company behind Fin, the number-one AI agent for customer service, enables partners such as Otonomee to help their clients deliver scalable customer experiences. Powered by its own AI models, Fin delivers an average resolution rate of 67% for service requests, resolving even the most complex support queries accurately, reducing manual workload and allowing CX agents to focus on nuanced customer interactions that require human input.
Otonomee was purpose-built in 2020 to offer something different from the outset. Its agile, remote-first model quickly positioned it as a key challenger in the global BPO industry, giving it a clear advantage in this new AI-augmented CX environment. The company has grown into a fully remote workforce of 650, operating across four continents in under five years.
The company is seeing up to 70 per cent of customer interactions are carried out by AI. AI can handle higher volumes and repetitive work, which means the human workforce or team members need to be skilled, experienced experts in managing the complexity that remains.
The shift comes amid concerns that automation could reduce the number of roles in traditional support centres.
Otonomee CEO Aidan O’Shea commented, “Far from being a threat to the industry, I see AI as a real opportunity, especially for nimble, flexible, specialised premium operators. It means the bar for quality is rising, leaving room for higher-value interactions. Some traditional BPOs are like supertankers at a time when you need a speedboat.” He said.
Otonomee provides outsourced customer support to global brands with complex customer service needs, primarily in the wearables, health tech, fintech, eCommerce, and software-as-a-service (SaaS) sectors.
“We’re focused on growing the business and expanding what we offer. A big part of that is investing in broader technology capabilities, particularly AI. We are delighted to partner with Intercom. The partnership gives us the ability to combine leading AI tools with human support for more complex customer needs.” O’Shea continued.
Cork-headquartered customer experience firm Otonomee was founded in 2020 by Aidan and Hilary O’Shea. It supports global brands with complex customer operations needs, primarily in the wearables, health tech, fintech, eCommerce, and software-as-a-service (SaaS) sectors.
The certified B Corp is one of Ireland’s fastest-growing outsourcing companies, named in the top 10 of Deloitte’s Technology Fast 50 in 2025, and its Founders were EY Entrepreneur of the Year '25 Finalists.
Otonomee is currently filling several AI-driven roles, including the Head of AI Operations, to ensure innovation is integrated into its customer experience through the intelligent use of AI.
“AI has redefined the role of humans in the customer service industry. I think there’s a very bright future,” O’Shea concludes. “The market is shifting, technology is shifting. We must embrace that change and use it to our advantage.”
