Fin 2 can handle your entire frontline support.Scale your support and free yourteam for higher impact work.
Fin 2 can handle your entire frontline support.Scale your support and free yourteam for higher impact work.
The only AI agent with
human capabilities
The only AI agent with
human capabilities
Features
Built to work like the best customer service agent
Fin 2 is the next generation of Fin AI Agent and its new features make it the most advanced in the industry.
Fin uses all of your support knowledge, implements the correct behaviors and policies, personalizes every customer experience, and delivers insights on how to improve its performance.
1
Knowledge
Uses all of your knowledge to craft the right answer
Fin has complete, up-to-date knowledge of all your products and company processes. It provides customers with the deepest, most thorough answers to help resolve issues faster and more efficiently than ever before.
Multi-Source Generative Answers
Fin constructs answers using only the most relevant information from multiple knowledge sources, allowing it to create more comprehensive responses, and enhancing its ability to solve complex questions.
Fin Knowledge Management
Control, update, and maintain all of the knowledge sources Fin learns from in one centralized location with the Knowledge Hub. That means Fin will always have access to the latest information as your business changes and grows.
Knowledge sources
Fin instantly learns from a variety of public and private knowledge sources, including Help Center articles, internal support content, PDFs, and URLs.
2
Behavior
Instantly implements the correct behaviors and policies
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.
/New, available now![A screenshot of the UI showing the Tone of voice feature]()
Tone of voice
Fin can incorporate your TOV preferences, allowing you to customize your own or choose from a selection like professional, friendly, humorous, and more. You can also choose how long Fin’s answers are, from shorter and concise, to longer and more thorough.
Multilingual
Fin will automatically detect and resolve issues in more than 45 languages, giving you complete control over which of those languages you would like to support.
/Coming soon in q4![A screenshot of the UI showing the Real-time translation feature]()
Real-time translation
Fin can translate support content written in any language and use it to generate replies that match the customer's language—no localization required.
/Coming soon in q4![A screenshot of the UI showing the Fin Guidance feature]()
Fin Guidance
Fin can learn your support policies or procedures in natural language, and follow the correct processes with every customer.
/New, available now![A screenshot of the UI showing the AI Category Detection feature]()
AI Category Detection
Fin automatically detects questions about topics you choose, such as refunds or cancellations, and will follow Workflows or route them to the appropriate team.
Workflows for Fin
Add Fin to Workflow automations to triage, route, and generate answers when customers take specific actions—directly from Workflows no-code visual builder.
Custom Answers
Fin can use pre-configured 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.
Targeting & scheduling
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.
Human handoff
Configure how and when Fin triages conversations or hands off to your human support team. Fin will always automatically handoff when that is the safest option for the customer.
3
Actions
Personalizes the experience for every customer
Fin can access information from your data sources and systems in order to personalize its service for your customers, doing everything it can to efficiently solve problems across your support channels.
/New, available now![A screenshot of the UI showing the Data and actions feature]()
Data and actions
Connect Fin to your data sources and systems so it can retrieve and update information, enabling it to provide more personalized answers and perform complex tasks on behalf of your customers.
/New, available now![A screenshot of the UI showing the Personalized answers feature]()
Personalized answers
Fin can retrieve customer information from external systems in order to personalize each customer experience, providing information related to customer accounts, purchases, subscriptions, and more.
/Coming soon in q4![A screenshot of the UI showing the Tasks feature]()
Tasks
Fin can update information on external systems in order to resolve more complex and time-consuming requests, helping your customers update billing information, cancel orders, change reservations, and more.
/New, available now![A screenshot of the UI showing the Action templates feature]()
Action templates
Connect Fin to the data sources you use every day—no code required—with templates for Stripe, Shopify, Statuspage, and more. AI-generated templates help you identify the most valuable actions to set up first.
Content targeting
Fin can deliver 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 they only receive relevant answers.
/New, available now![A screenshot of the UI showing the Fin over email feature]()
Fin over email
Fin delivers instant support via email, making sure to filter out phishing attempts, spam, and other threats. Fin uses all of the email conversation history, and structures every answer specifically for the email channel.
Fin over WhatsApp & SMS
Fin delivers conversational support across WhatsApp and SMS, to keep the customer experience consistent across all your channels.
Fin over social
Deliver automated conversational support experiences consistently on your social channels, including Facebook and Instagram.
/Coming soon in q4![A screenshot of the UI showing the Fin-first Messenger feature]()
Fin-first Messenger
The new Messenger integrates Fin 2, Workflows, and your team to help you deliver high quality, conversational support experiences instantly.
4
Insights
Provides the data you need to improve quality and performance
AI-generated insights give you the tools to monitor and improve quality and performance across your entire support organization.
/New, available now![A screenshot of the UI showing the Holistic reporting feature]()
Holistic reporting
Get visibility into the overall health of your entire support organization with a unified view of human and AI support in one detailed report.
/Coming soon in q4![A screenshot of the UI showing the AI Generated CSAT feature]()
AI Generated CSAT
For the first time ever, you can get CSAT scores across 100% of your customer conversations using AI-generated analysis.
/Coming soon in q4![A screenshot of the UI showing the Conversation quality feature]()
Conversation quality
Quickly identify areas of poor quality across your entire support operation to determine areas where you need to improve content or train your agents.
Fin overview report
Analyze how Fin is impacting your resolution rates and CSAT, with a complete overview of Fin’s performance in a pre-built, customizable report.
Fin custom reporting
Build your own Fin performance and quality report with new chart styles, drag and drop chart building and chart drill-in to dive deeper into performance.
Fin unresolved questions report
Get actionable insights on unresolved questions and pinpoint areas for improvement in your support content or AI agent setup.
Conversation monitoring
Easily review Fin conversations in real time right within the Inbox.
Performance
Performance beyond what's humanly possible
Customer queries resolved by Fin since March 2023:
8,259,849
Fin was the first AI agent in customer service, and its record speaks for itself.
Fin resolution rate distribution
Intercom customers using Fin see unparalleled resolution rate performance.
Fin Accuracy Rate
99.9%
Fin’s industry-low hallucination rate makes it the safest AI agent in customer service.
Fin Average Resolution Rate over time
Intercom’s AI group runs hundreds of experiments to consistently improve Fin’s resolution rate—meaning you will always get the very best performance.Customer Stories
“The results we have seen with Fin are groundbreaking, double-digit gains in engagement and resolution rates. Never have I seen a piece of technology so seamless to integrate. Just a few clicks and you suddenly have a new 24/7 teammate.”
73%
Reduction in close time
42%
AI Resolution Rate
1 / 3
Sam FordeMerchant Support Manager at Zapiet
AI Engine
Powered by Intercom’s
AI Engine™
Intercom’s patented AI Engine™ allows Fin to refine every query, optimize every response and validate the quality of each answer. That's why Fin is the only AI agent that can balance industry-high resolutions with industry-low hallucinations. That makes Fin the highest performing and safest AI agent in customer service.
/ Phase 1
Refine the queryIn order to optimize the accuracy of an answer that an LLM generates, the inputs the LLM receives must be refined for comprehension. The clearer and more understandable the query, the better the output.
Specification
- 1.1
Check for safety and relevance
- 1.2
Optimize query comprehension
- 1.3
Check for Workflows automation
- 1.4
Check for Custom Answer
/ Phase 2
Generate a responseOnce a query has been checked and optimized the next stage is to generate a response using the LLM. For this task, the Intercom AI Engine™ has been designed to use a bespoke and enhanced retrieval augmented generation architecture (RAG for short).
Specification
- 2.1
Optimize retrieval
- 2.2
Integrate and augment
- 2.3
Generate response
/ Phase 3
Validate accuracyIn the final step of the process, Intercom’s AI Engine™ performs checks to understand whether the output from the LLM meets the necessary response accuracy and safety standards.
Specification
- 3.1
Validate the response
- 3.2
Respond to customer
/ always-on
Engine optimizationTo calibrate and enhance engine performance, the Intercom AI Engine™ has advanced integrated tools that help optimize answer generation, efficiency, precision, and coverage.
Specification
- 4.1
Fin customization and control
- 4.2
AI analytics and reporting
- 4.3
AI recommendations
/ safeguarding
AI safety and securityIntercom has implemented state-of-the-art security measures to protect Fin against a wide range of LLM threats, including those identified by the OWASP LLM Top 10. By consistently testing a variety of high-end LLMs, and deploying rigorous internal controls, security protocols, and safeguards, Fin is able to achieve the highest level of security and reliability while avoiding potential limitations and threats.
Specification
- 5.1
Fin AI Security
- 5.2
Regional hosting
- 5.3
Compliance
- 5.4
Third-party LLM data usage, transfer and storage
Generations
A generation ahead of the competition
The effectiveness of automated frontline support has always been limited: from the canned answers of first generation manual custom bots, to the unpredictability of second generation LLM-wrapper-based AI agents.
Fin 2 is a new generation of AI agent because it is the first to deliver on the promise of human-quality automated support. That’s why Fin 2 represents a step change for the customer service industry.
Fin 2 is a new generation of AI agent because it is the first to deliver on the promise of human-quality automated support. That’s why Fin 2 represents a step change for the customer service industry.
Gen 1
2018 - 2023![Gen Image]()
First there were chatbots
System
Rules-based system
Performance
Low resolution rate
Capabilities
Uses pre-configured responses
Gen 2
2023 - 2024![Gen Image]()
Then generative AI
System
LLM-wrapper based bot
Performance
Improved resolution rate with high hallucinations
Capabilities
Answers simple knowledge-based questions Limited to single source answers
Gen 3
2024![Gen Image]()
Now there’s Fin 2
System
Intercom’s patented AI Engine™
Performance
Industry high resolution rate and low hallucinations
Capabilities
Answers more types of complex questions across channels Uses multi-source generative answers to construct more thorough responses Adapts to support the team's tone of voice Implements support policies when needed Personalizes answers with contextual customer information Takes action in external systems
Customer Stories
“With Fin, we've achieved a 50% resolution rate on customer queries that used to require manual support, like ‘What's the due date of my invoice?’ Our customers are now finding answers on their own, it's brilliant.”
Jens NäsholmHead of Automated Support and Tooling at Tibber
Features
More capabilities than any other AI agent
Pricing
$0.99 per resolution for human-quality service
Fin 2 is the most cost-effective way to scale your support. You only pay for the outcome you care about most—resolved conversations.
Thousands of businesses have already seen transformational results