Fin is Intercom's AI agent and AI copilot. The difference between them is that Fin AI Agent is for supporting your customers, while Fin AI Copilot is for supporting your teammates on the Help Desk.

Fin uses the latest AI models to understand the customer or teammates question, search for relevant answers in your Knowledge Hub and provide accurate answers based on the sources you’ve enabled.

Fin AI Agent is omnichannel and multilingual so you can meet all your customers where they are (including over email!) Use Fin to instantly resolve 50% of customer questions and unlock 24/7 support while maintaining or boosting your CSAT.

Fin AI Copilot is a personal AI assistant designed to improve inbox efficiency by providing instant, expert answers drawn from your internal and external support content, including past conversations. Use Fin to troubleshoot technical issues or for help with internal processes and onboarding.