What is fin AI?

Fin AI is a specialized AI agent designed primarily for customer service and support. It's developed by Intercom and is promoted as a high-performing AI solution for handling customer queries.

Here's a breakdown of what Fin AI is and what it does:

• AI Agent for Customer Service: Fin is built to autonomously resolve customer conversations across various channels like email, chat, SMS, voice, and social media.
• Powered by the Fin AI Engine™: This is Intercom's proprietary AI architecture, which is designed to refine customer queries, optimize responses, and validate the quality of answers. It uses techniques like Retrieval Augmented Generation (RAG) to build accurate answers from various knowledge sources.
• Key Capabilities:
  • Multi-source generative answers: Fin can pull information from multiple knowledge sources (help center articles, internal support content, PDFs, webpages, etc.) to create comprehensive and accurate answers.
  • Multilingual support: It can automatically detect and resolve issues in many languages, even if the original content isn't localized.
  • Multimodal capabilities: Fin can go beyond text, supporting voice interactions (Fin Voice) and even image recognition (Fin Vision) to analyze screenshots or photos for problem diagnosis.
  • Content and audience targeting: It can target content to customers based on their plan, location, brand, etc., and can be configured to show up for specific audiences or regions.
  • Customizable: Organizations can train Fin on their specific brand guidelines, tone, and escalation procedures using features like Fin Guidance.
  • Seamless Hand-off: When Fin can't resolve a query, it can seamlessly escalate to a human agent, providing them with context from the conversation.
  • Integrates with existing systems: Fin can work with various helpdesk platforms like Zendesk, Salesforce, HubSpot, and custom-built systems, or natively with Intercom's own helpdesk suite.
• Benefits: Fin aims to reduce support volume, improve operational efficiency, and free up human agents to focus on more complex or high-impact tasks by automating routine inquiries.

In essence, Fin AI is a sophisticated AI-powered chatbot and virtual agent that leverages advanced AI to provide efficient, accurate, and scalable customer support.