Fin

Published by Dusan Belic on July 10, 2023

Fin by Intercom

Support automation tool from Intercom designed to reduce support tickets

Fin

Fin is an AI chatbot developed by Intercom, which specializes in customer communication platforms. It is designed to enhance customer support through intelligent, automated conversations.

To that end, Fin includes an AI-powered chatbot that uses the combination of OpenAI’s GPT-4 and Intercom’s proprietary AI technologies — making it capable of handling complex queries and providing accurate, contextually relevant answers. It operates in multiple languages and uses your support content as a base for its responses.

The tool is easy to set up and integrate without requiring coding skills or complex configurations. This, in turn, makes it accessible for businesses of all sizes. Fin can be customized to target different customer segments and can even include bespoke answers and rich media.

Also, it integrates seamlessly into existing workflows and can be used across various communication channels like WhatsApp, Facebook Messenger, SMS, and more.

What makes Fin really cool is its ability to triage complex issues and pass them on to human support teams — ensuring customers always receive the best experience. The tool can also generate automatic replies, summaries, and fill forms to streamline the support process.

Fin supports conversations in 43 languages and can automatically detect the customer’s language to provide support in their preferred language.

Fin Homepage

Categories Assistant Productivity

Video Overview ▶️

What are the key features? ⭐

Intelligent customer support: Fin is an AI chatbot powered by advanced models like OpenAI's GPT-4, along with Intercom's own AI technologies. This combination allows Fin to handle complex customer inquiries and provide accurate, relevant answers.
Multilingual support: Fin can communicate in multiple languages, making it an effective tool for businesses with a diverse customer base. It automatically detects the language of the customer and responds appropriately.
Customization and integration: Fin is highly configurable and can be set up easily without the need for complex coding. It can also be integrated into various customer support workflows and platforms.
Omnichannel capabilities: Fin supports omnichannel communication, meaning it can maintain conversations with customers across different platforms like SMS, WhatsApp, and various social media channels.
Performance monitoring: Fin's performance can be monitored through detailed reports, providing insights into resolution rates and customer satisfaction.

Who is it for? 🤔

Intercom's Fin targets businesses and organizations seeking to enhance their customer service capabilities. This includes companies of various sizes that aim to automate and improve their customer support experiences, especially those dealing with high volumes of customer inquiries. In addition, Fin is suitable for global businesses requiring multilingual support and omnichannel communication capabilities, making it a versatile tool for a wide range of industries and customer service environments.

Examples of what you can use it for 💭

Automated customer support that provides relevant answers to customers' questions
Multilingual customer interaction with the ability to detect customer's language automatically
Maintain conversations with customers across various platforms
Also helps streamline workflows, manage internal queries, and provide quick access to information
Understand customer needs better and optimize your service strategies

Pros & Cons ⚖️

Smarter than "regular" ChatGPT for customer support
Can "speak" in different languages
Works across platforms and channels

Could be pricey for some businesses

FAQs 💬

What exactly is Fin?

Fin is an advanced AI agent built by Intercom that handles customer support queries across channels like chat, email, voice, and social media. It resolves complex issues autonomously, often up to 65% of conversations, while escalating tougher ones to human agents.

How does Fin differ from traditional chatbots?

Unlike rule-based chatbots, Fin uses proprietary AI models and a patented engine to understand context, execute actions (like refunds or checks), and improve over time through training and testing. It focuses on high accuracy for complicated queries rather than simple FAQs.

What kinds of businesses benefit most from Fin?

Fin works best for enterprise teams in industries like financial services, retail/ecommerce, technology, and gaming, where complex customer questions are common. It integrates well with existing helpdesks like Zendesk, Salesforce, or Intercom itself.

Can Fin handle voice calls and other channels?

Yes, Fin supports voice interactions with natural conversation flow, plus email, live chat, SMS, and social channels. It maintains consistency across all of them for a seamless experience.

How easy is it to set up and get started with Fin?

Setup usually takes under an hour, especially if you already use a compatible helpdesk. You train it with your knowledge base, policies, and procedures, then test before going live.

Does Fin improve over time?

Absolutely, it follows a continuous loop called the Fin Flywheel, where you train, test, deploy, analyze performance with AI insights, and refine. Many users see resolution rates increase by about 1% each month.

What about accuracy and safety with Fin?

Fin emphasizes low hallucination rates through its engineered AI system that refines queries, retrieves content precisely, and validates answers. It's designed for enterprise-grade reliability and safety.

Can Fin integrate with my current support tools?

Yes, it connects seamlessly to popular helpdesks including Zendesk, Salesforce, HubSpot, and Intercom's own suite, while respecting your existing rules and workflows.

What features help with testing before full deployment?

Fin offers simulation tools to run test conversations, identify issues, and optimize performance. This lets you see how it handles real-world scenarios without risking live customer interactions.

Is Fin suitable for handling complex or multi-step customer issues?

Yes, it's specifically built for tough queries that involve troubleshooting, actions, or multi-step processes. It uses procedures to guide responses and escalates only when needed with full context.