Fin AI Agent can resolve up to 86% of your support cases, emails and messages on Service Cloud. Fin delivers superior performance, answers more complex questions, and is easier to set up—creating a better experience for your team and your customers.
Works with your existing platform
You can set up Fin on Service Cloud in just four steps, and it will start answering questions immediately.
Sync your knowledge base.
Connect to the Salesforce API.
Customize Fin’s greeting and hand-off.
Test Fin and go live.
Channels
Fin on Service Cloud includes all of the latest Fin 2 features & capabilities, and works across the following channels:
Cases (email, web forms)
Live chat on Intercom Messenger with handoff to:
Salesforce Messaging (new)
Salesforce LiveAgent (legacy)
Coming soon:
Live chat on Salesforce Messenger
Facebook Messenger
WhatsApp
Instagram Direct Message
Android
iOS
Features
Fin and Service Cloud Cases
Fin can resolve cases on Service Cloud while drawing on the conversation history for full context, and structuring every answer specifically to each channel. When a customer sends an email or submits a form, Fin can pick up the case based on your assignment rules, and apply Fin-specific topics (tags) to help with routing and reporting.
Fin and Salesforce Messaging
Fin and the Intercom Messenger in Salesforce
Fin and Workflows automations
Easily create powerful drag-and-drop automations with Workflows, Intercom’s no-code visual builder.
Determine how Fin greets a customer
Route questions with AI by topic, sentiment, and more
Triage new cases
Collect customer information like email, name, etc.
Use Custom Answers for specific questions
Summarize the conversation with AI
Hand over to your team
And more
Fin performance insights
Since all cases that Fin is involved in are captured on Salesforce, you can report on them using your reporting tools directly in Salesforce.
You can also track Fin’s quality and performance using a report on Intercom that showcases key metrics and charts, including:
Involvement
Deflection rate
Answer rate
Resolution rate
Impact over time (answer rate, deflection rate, resolution rate)
Resolution state (confirmed resolution, assumed resolution, routed to the team)
AI answer resolution rate
Custom answer resolution rate
Abandoned rate
Routed to team rate
Fin for Salesforce is in an early access beta. Contact sales if you're interested in getting access.