Accessibility
How much does Fin AI Copilot cost?
Fin AI Copilot is available on all new pricing plans and most legacy plans, with included usage for every teammate.
Unlimited usage can be purchased as a flexible per seat add-on for $35/month per teammate (or $29/month per teammate if you’re on an annual subscription).
Fin AI Copilot unlimited usage can be purchased for individual teammates, you don’t need to purchase it for every seat.
Does a question where Fin AI Copilot was unable to provide an answer count towards the included usage?
Conversations where Fin AI Copilot was unable to provide an answer will not count towards your included usage.
Does Fin AI Copilot automatically stop after 10 conversations per teammate?
After a teammate has used their 10 conversations with Fin AI Copilot per month, Fin will stop and you won’t be charged until you decide to buy unlimited usage.
What languages does Fin AI Copilot work with?
Fin AI Copilot supports 45 languages, including:
Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Malay, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian).
Can EU/AUS hosted workspaces use Fin AI Copilot?
Yes, Fin AI Copilot can be used on EU/AU hosted workspaces:
EU hosted workspaces can use Fin AI Copilot, with data processed securely within Europe for enhanced data privacy.
AU hosted workspaces can use Fin AI Copilot, but data processing is currently still US-based. Regional data hosting for these workspaces is coming soon. If you’ve previously consented to the Additional Product Terms for AI Products/Features, then you can use Fin AI Copilot immediately. If you haven’t previously consented, then you’ll be asked to agree to the terms from within the AI Copilot tab in the inbox.
Do I need to sign any additional terms to start using Fin AI Copilot?
If you’re already using an AI product or feature in Intercom (e.g. Fin AI Agent or AI Help Desk features) or you’re on one of the current pricing plans, then you don’t need to sign any additional terms as you’ve already agreed to them. If not, then you do need to agree to the Additional Product Terms for AI Products/Features.
Can I disable Fin AI Copilot for my whole workspace?
Yes, all inbox AI features can be enabled or disabled from Settings > AI & Automation > Inbox AI.
Managing sources
How can I use internal articles with Fin AI Copilot?
You can create, sync or import internal articles to the Knowledge Hub and manage which content is available to Fin from there.
Can I customize which sources Fin AI Copilot uses?
Yes, you can enable or disable sources for Fin AI Copilot from Knowledge Hub > Sources.
Teammates can also filter by source when asking Fin a question from the Help Desk.
Can I target specific pieces of content to certain teams/teammates?
No, it's currently not possible to target content to specific teams or teammates so that Fin AI Copilot only uses the sources relevant to that team/teammate.
How quickly will Fin AI Copilot use information updated in an articles created in Intercom?
Fin AI Copilot will use updated information in public/internal articles created in Intercom almost immediately (less than one hour). Updates to synced content depend on the source.
How quickly will Fin AI Copilot ingest new conversations?
The last 4 months of conversations are ingested on a daily basis if conversation history is enabled. To ensure efficiency and scalability, advanced algorithms are used to process a select subset of conversations. This approach maintains optimal performance while handling a large volume of data.
Are conversation/ticket notes included in conversation history?
Yes, notes within a conversation or ticket history are also used by Fin AI Copilot.
Can Fin AI Copilot ingest multiple support content sources simultaneously?
Yes! Fin can ingest content from multiple content sources at the same time.
How does Fin AI Copilot handle multimedia (images/video)?
All multimedia is currently invisible to Fin. Fin will not include multimedia in answers but this is on the product roadmap.
AI technology
How does Fin AI Copilot generate answers?
Fin AI Copilot uses the latest AI models to understand the customer question, search for relevant sources enabled in the Knowledge Hub, and provide accurate answers based on those sources.
What AI models does Fin AI Copilot use?
Fin uses a mix of models, including OpenAI's GPT-4, alongside Intercom’s own proprietary AI technologies to respond quickly and accurately. Fin always uses the model best suited to the task at hand.
What safeguards are in place to ensure that Fin AI Copilot provides the most accurate answers?
Fin only provides answers based on your support content.
Fin uses the most advanced AI models from OpenAI, including GPT-4 which is known for being the most accurate and high-quality model in the market.
Fin always shows the sources that it has used to generate answers. These sources can be expanded in the right sidebar and the information that has been used within a source will be highlighted in yellow, except for with webpage and PDF sources.
You can configure the content that Fin uses to generate answers using AI Copilot state controls in the Knowledge Hub content table.
Answers can always be edited in the composer before being sent to the customer.
While Fin will aim to provide accurate and helpful answers to your questions, it's important to remember that Fin is powered by machine learning models, and these are not perfect. They are built on statistical patterns, and as such, occasionally they may return an incorrect response.
Reporting
What reporting is available for Fin AI Copilot?
You can gain visibility into how Fin AI Copilot is used in your workspace through the pre-built Fin AI Copilot report. The Fin AI Copilot dataset can also be used to build your own custom reports.
Does “Percentage of conversations using AI Copilot” include Fin AI Copilot usage on Back-office tickets and Tracker tickets?
No, this metric only looks at usage of Fin AI Copilot on customer conversations and Customer tickets (not Back-office tickets or Tracker tickets).
Why does “Percentage of conversations using AI Copilot” only include conversations that have one customer reply AND one teammate reply?
This metric only includes conversations with one teammate and one customer reply to exclude conversations where Fin AI Copilot would not have been used by a teammate during a conversation. For example, this would exclude outbound conversations where there is no customer reply, or conversations that were resolved by Fin AI Agent and there was no teammate reply.
Is “Conversations using AI Copilot” the same as one conversation of included usage?
No, a conversation of included usage is equivalent to a single conversation had with Fin AI Copilot, whereas an assisted conversation counts the number of customer conversations that have Fin AI Copilot usage on them, and only on conversations that have at least one teammate and one customer reply.
For example, one conversation of included usage is used up even if Fin AI Copilot is used on a Back-office ticket, but this will not be reflected as a “Conversation using AI Copilot”.
Can I see what sources were used to generate an answer in the Fin AI Copilot report?
Yes, you can see this information in the Fin AI Copilot report chart drill-in by clicking Explore all questions. From here, you can see what questions were asked to Fin AI Copilot and what answers were provided along with the inline sources and relevant sources that were available.
Is reporting available on which answers were added to the composer / sent to the customer?
No, the current reporting doesn't show specifically which answers were added to the composer when using Fin AI Copilot. However, the Fin AI Copilot report does show the percentage of conversations where a Fin AI Copilot answer was copied by the teammate.
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