Fin 2 is the latest generation of Intercom's AI agent that provides human-quality, personalized, conversational support. Fin can answer any question, across any channel, on any platform you use.

The Fin 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.

By automating your frontline support with Fin, 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.

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

Use Fin anywhere you support your customers—no migrations needed.

Fin’s industry leading Knowledge Hub makes it easy for your team to control, update and maintain all of the content Fin learns from in a centralized location - keeping answers accurate and complete as your business changes and grows. Fin can learn from a variety of public and private knowledge sources, including Help Center articles, internal support content, PDFs, and webpages.

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.

Fin Guidance enables you to coach Fin on how it should answer questions. You can provide Fin with custom instructions to ensure it always follows the correct support policies and communication style with your customers. This feature is currently in open beta.

Customize Fin 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 Tasks allow you to automate more complex processes with Fin. Often times, these processes may involve multiple actions and for Fin to reliably follow your specific business rules (e.g. cancel an order, refund a subscription). Fin will trigger the task and be actively involved each step to resolve customer queries.

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.

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.

Get suggestions from Fin to enhance your content. Fin will generate new content based on teammate conversations, making it easier to fill content gaps and boost your resolution rates.

Fin can automatically detect and resolve issues in more than 45 languages, giving you complete control over which languages Fin will answer in. Fin can 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.

Test Fin's response to customer queries. Review the sources and settings that shape Fin’s answers, and receive tailored recommendations to improve answers to deliver the highest quality support for your customers.

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.

Deploy Fin over chat to greet customers, instantly answer questions, and escalate issues to your team when needed—inside the Messenger and across your social channels.

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 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.

AI phone support, built for real conversations. Fin Voice answers calls naturally, handles complex questions, and connects customers to human agents when needed.

Fin Vision means solving issues faster by letting your customers show, not tell. Fin can read and understand images—like screenshots, invoices, and error messages—so customers can share what they see without lengthy explanations.

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.

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 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.

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.

A high level categorization of conversations that describes the effort needed to resolve them.

Conversations can be categorized as:

AI Insights Suggestions will help you take action by recommending changes to improve Fin’s performance, from creating or editing content to setting up new Tasks or Guidance for Fin.

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.

Review Fin conversations in real time right in the inbox.

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.

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.

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.

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.

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.