Customer support compared

A summary of what each vendor's own public documents say on the headline questions. Click a vendor for more.

Question	Intercom (Fin)	Zendesk
AI training on identifiable customer content: default	Yes Quote “Subject to the terms of this Agreement, Customer hereby grants to Intercom a non-exclusive, worldwide, royalty-free right to access, use and display the Customer Data during the Term in order to provide and improve our Services, including for Intercom AI model training. \| Customer data is not used for model training by LLM providers.”	Yes Quote “Zendesk uses Service Data to train its generic, cross-account machine learning models to be predictive and useful to multiple Zendesk customers.”
Product-improvement use of content	Yes Quote “We process your personal data to improve and optimize the Intercom Services and Sites and to understand how you use the Intercom Services and Sites, including to monitor usage or traffic patterns and to analyze trends and develop new products”	Yes Quote “text \| text”
Terms change notice	—	Effective on posting Quote “We may update this Notice from time to time. Please check back periodically for updates. If you do not agree with any changes we make, you should stop interacting with us.”
AI status	AI features Quote “The Services include AI products/features (“AI Products”) that utilize third party AI companies’ technology”	AI-native Quote “Zendesk is an AI-first service platform powered by self-learning AI agents and our proprietary Resolution Platform.”

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