Fin 2 is the latest generation of Intercom’s Fin AI Agent product that resolves up to 82% of your support volume with human-quality, personalized, conversational answers. It works just like a human agent and resolves a higher number of more complex questions than any other AI agent, like explaining what’s included in a customer’s pricing plan, updating them on their order status, or changing a booking on their behalf.

By automating your frontline support with Fin 2, you’ll free up thousands of hours that your existing team can now use to focus on the most complex issues, or transition into value-oriented roles like customer success.

Fin is the best-performing and safest AI agent in customer service because it’s powered by the most sophisticated AI engine in customer service. Intercom’s patented AI Engine™ allows Fin to refine every query, optimize every response and validate the quality of each answer. As a result, it's the only AI agent that balances industry-high resolutions with industry-low hallucinations.

The following features are included in Fin 2 and this table shows what's available now, accessible in beta, or coming soon:

You can use Fin with Intercom or your existing platform—no migration required. 😃

Fin AI Agent now integrates directly with your existing support platform on Zendesk or Salesforce, resolving up to 86% of your volume without migrating platforms.

Simply import your knowledge base and connect Fin to your existing ticketing and messaging channels. When Fin isn’t able to resolve, it'll seamlessly hand off to your team in Zendesk or Salesforce.

Fin can learn your knowledge faster than before and provides customers with the most accurate, thorough answers to help resolve issues more efficiently.

Fin can construct an answer using multiple content sources, enhancing its ability to solve complex questions by using the most relevant information from each source to create a more thorough and comprehensive response.

Fin’s industry leading Knowledge Hub makes it easy for your team to control, update and maintain all of the knowledge Fin learns from in a centralized location - keeping answers accurate and complete as your business changes and grows.

Fin instantly learns from a variety of public and private knowledge sources, including Help Center articles, internal support content, PDFs, and webpages.

Fin speaks in your tone of voice, is fluent in 45 languages, and follows your guidelines, policies, and procedures to deliver the best customer experience, every time. You can always rely on Fin to make the right decision.

Deploy Fin to power your Workflows automations—no extra setup required. Add Fin to complex automations to triage, handle complex customer queries and generate answers when customers take specific actions.

Fin can use human-written Custom Answers with embedded rich media like maps, external data, and custom actions to give you complete control over exactly how specific, high priority, or critical questions should be answered.

Fin can show up for your customers how and when you decide based on audience, region, channel, and more—helping you control and maintain your support availability even when you're out of office.

You can fully configure and customize how and when Fin will triage conversations or hand off to your human support team. Fin can also automatically handoff when it is the safest or best option to safeguard the customer experience.

Customize Fin's personality to incorporate your brand identity, tone of voice, and preferred answer length. Choose from a selection of options like professional, friendly, humorous, and more. Then select how long Fin’s answers are, from shorter and concise, to longer and more thorough.

Fin can automatically categorize conversations by topic and use them to optimize Workflows, helping you streamline team routing, share important details quickly and ensure that customer requests are handled efficiently.

Fin can automatically detect and resolve issues in more than 45 languages, giving you complete control over which languages Fin will answer in. And soon Fin will use all of your support content in its multilingual answers, even if the content hasn’t been localized to the language Fin is answering in.

Fin can learn your support policies or instructions in natural language, ensuring it always follows the correct processes with customers.

Fin can take actions on behalf of your customers by accessing information from your data sources and systems in order to personalize its service for your customers across channels.

Fin is fully optimized for delivering support via email and can provide instant, accurate answers to customer questions, making sure to filter out phishing attempts, spam, and other threats. Fin will have full context of the email conversation history, and structure every answer specifically for the email channel, making sure to escalate to human support exactly when it needs to.

Fin works to deliver conversational support across WhatsApp, SMS, Facebook, and Instagram just as it does on the Intercom Messenger. Solving more of your support volume, and keeping the customer experience consistent across all your channels.

Fin can target content to customers based on their plan, location, brand, and more. You can specify what content is relevant for specific groups of customers, to ensure Fin only ever gives relevant answers.

Set up actions to connect Fin to your external data, enabling it to provide more personalized answers and perform complex tasks on behalf of your customers.

Connect Fin to the data sources you use every day—no code required—with templates for Stripe, Shopify, and Statuspage. AI generated recommendations also help you identify the most valuable actions to set up first.

Fin can deliver high quality conversational support experiences with the new and improved Messenger—designed to give customers faster access to your support while seamlessly passing between Fin AI Agent, Workflows, and your team. The new Messenger is also self-serve enabled, so customers can easily access help articles, previous conversations, and tickets directly from the conversation.

Al-generated insights give you the tools to monitor and improve quality and performance for Fin and across your entire support organization.

Discover trends and analyze how Fin is impacting your resolution rates or CSAT, and whether AI answers perform better than Custom Answers, with a complete overview of Fin’s performance in a pre-built, customizable report.

Build your own Fin performance and quality report using Intercom’s new and improved custom reporting tools, including new chart styles, drag and drop chart building and chart drill-in to dive deeper into the root cause of performance.

Get actionable insights on unresolved questions and pinpoint areas for improvement in your support content or AI agent setup.

Get visibility into the overall health of your entire support organization with a unified view of human and automated support in one detailed report.

Quickly identify areas of poor quality across all your support to understand where you need to improve.

For the first time ever, you can get CSAT scores across 100% of your customer conversations using AI-generated analysis.

Receive notifications or stop Fin delivering AI Answers to customers when a defined resolution limit is reached.

Review Fin conversations in real time right in the inbox.

If you're already using Fin, you get all these upgrades for free. Some of Fin 2’s features are available today, and we’re rolling out the rest through the end of the year. New customers can access Fin 2 when you start a free trial of Intercom.

Fin 2 is available on all Intercom plans and is priced at $0.99 per resolution.

Yes, EU hosted workspaces can use Fin, with data processed securely within Europe for enhanced data privacy.

AU hosted workspaces can use Fin, but data processing is currently still US-based. Regional data hosting for these workspaces is coming soon.