Complete capabilities for continuous improvement
capabilities / analyze
Improve performance with actionable insights.
Monitor, analyze, and optimize Fin’s performance with a complete view across AI and human service. Spot issues, fill content gaps, and easily improve service quality with AI-powered suggestions.
Fin performance report
Monitor key metrics like resolution rate, involvement rate, and Customer Experience Score in one view—making it easy to track Fin’s performance and catch issues early.
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Customer Experience score
With 5x more coverage than CSAT, the CX Score measures the quality of every conversation—so you can understand how all your customers feel.
only on intercom suite
Holistic reporting
Get visibility into the overall health of your entire support organization with a unified view of AI and human support in one detailed report.
only on intercom suite
Fin custom reporting
Build your own Fin performance and quality report with different chart styles, drag and drop chart building and custom configurations.
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Topics Explorer
Automatically group conversations into topics and subtopics so you can spot trends and understand what’s driving volume, without manual tagging or hours of analysis.
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, directly from your inbox.
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Optimize Fin dashboard
Quickly optimize Fin's performance with AI-powered insights into underperforming topics and query types—along with clear, actionable suggestions you can review and apply in seconds.
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Suggestions
Improve Fin’s resolution rate with AI-powered suggestions. Identify unresolved questions, low-scoring topics, and fill content gaps to improve performance.
capabilities / train
Configure Fin’s behavior, tone, and actions.
Train Fin on your knowledge, data, policies, and tone of voice. Fin will use everything it knows to deliver consistent, accurate answers and handle complex tasks in +45 languages.
Multi-source generative answers
Fin builds answers using only the most relevant information from multiple knowledge sources—creating more complete and accurate answers to even the most complex questions.
Knowledge sources
Fin instantly learns from a variety of public and private knowledge sources, including Help Center articles, internal support content, PDFs, and URLs.
Fin knowledge management
Manage all of Fin’s knowledge sources in one centralized Knowledge Hub—so Fin can access all the latest information as your business changes.
Fin Guidance
Fin can learn to behave like your best agents. Set Fin’s communication style and define how it clarifies, escalates, and responds according to your support team’s policies.
Tone of voice
Customize Fin’s tone of voice and answer length to match your brand. Set preferences or preselect options like professional, friendly, or humorous.
Multilingual
Fin will automatically detect and resolve issues in more than 45 languages, giving you full control over which languages you support.
Real-time translation
Fin can translate support content written in any language to generate replies in the customer’s language—no manual localization required.
Content targeting
Deliver more relevant answers by targeting content based on customer attributes like plan, location, or brand.
new, beta available
Fin Tasks
Fin can handle complex requests, like issuing refunds or canceling orders. Simply describe the task in natural language, and Fin will follow the steps: gathering details, making decisions, and taking action with human oversight when needed.
Personalized answers
Fin can retrieve information from your external systems to personalize customer interactions—surfacing details like account information, purchases, subscriptions, and more.
Data connector templates
Fin can take action across the data sources you use every day like Stripe, Shopify, Statuspage, and more. There’s no code required, and AI helps prioritize which templates to set up first based on impact.
Fin Vision
Fin can read, analyze and understand images—like screenshots, invoices, and error messages—so customers can share what they see without lengthy explanations.
capabilities / test
Evaluate Fin’s answers before going live.
Use real customer questions to test Fin’s answer quality and refine its sources and settings, so it always reflects your latest support content and policies.
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Batch testing
Test how ready your content is for Fin. Easily import conversations from your support inbox, other sources, or add them manually to evaluate Fin’s accuracy and performance.
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Answer rating
Review and rate each of Fin’s answers. Ratings and comments are captured in a report so you can prioritize what needs work and improve your content.
Fin preview
Test and refine Fin in real time. Instantly see how updates to guidance, deployment settings, or intro messages will appear to customers, helping you perfect the experience before going live.
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Answer inspection
Get full visibility into how Fin generated an answer. See exactly which sources and settings—like tone of voice and Guidance—shaped the response.
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Audience testing
Test how Fin answers for various customer types across multiple brands by simulating different audiences or personas.
capabilities / deploy
Launch Fin across channels and audiences.
Deploy Fin across email, voice, live chat, social, and more. Fin can answer, triage, and collaborate with your team to deliver consistent experiences across channels.
New, beta available
Fin Voice
AI phone support, built for real conversations. Fin Voice answers calls naturally, handles complex questions, and connects customers to human agents exactly when it needs to.
Fin over live chat
Whether it’s on your existing live chat tool, or the industry-leading Intercom Messenger—Fin delivers the best conversational support experience to your customers.
Fin over email
Fin is fully optimized for delivering support via email and can provide instant, accurate answers to customer questions, making sure to filter out phishing attempts, spam, and other threats.
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Fin over API
Integrate Fin almost anywhere by using an API to deliver fast, accurate answers where your customers need them—without changing your existing systems.
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
Fin can deliver conversational support experiences consistently on your social channels too, including Facebook and Instagram.
coming soon
Fin over Slack
Fin delivers instant, accurate answers on Slack, scaling AI-first customer service to your busiest communities and threads.
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.
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.
Audience targeting
Fin shows up for your customers how and when you decide—by audience, region, channel, and more—helping you stay in control and maintain support availability.
Usage limits and notifications
Set resolution limits and receive notifications when Fin approaches them—or automatically stop Fin delivering AI answers once limits are reached.
copilot
Increase agent efficiency with a personal AI assistant in the inbox.
Copilot works directly with your agents in the inbox, delivering instant advice, insights, and answers—so your team can work smarter, move faster, and focus on what matters most: delivering truly remarkable customer experiences.
