Fin is the highest-performing AI agent for customer service, delivering higher-quality answers and resolving more complex queries than any other AI agent.

The Fin AI Engine™ allows Fin to refine every query, optimize every response and validate the quality of each answer.

You can Analyze, Train, Test, and Deploy Fin with complete control and flexibility. By automating your frontline support with Fin, you’ll free up thousands of hours that your existing team can now use to focus on the most complex issues, or transition into value-oriented roles like customer success.

Get a complete view across AI and human support to monitor performance, spot issues faster, and optimize Fin with AI-powered suggestions.

With 5x more coverage than CSAT, the Customer Experience (CX) Score measures the quality of every conversation—so you can understand how all your customers feel when interacting with Fin and teammates.

The Performance dashboard brings together Fin’s resolution rate, involvement rate, and CX score in one view. It shows where Fin is succeeding and where human support might need to step in.

The Optimize dashboard flags Fin’s areas for improvement and uses AI to generate actionable suggestions. You can review and approve fixes in seconds, so Fin keeps getting better without slowing your team down.

Topics Explorer uses AI to automatically group conversations into topics and subtopics. It helps you spot trends, track high-effort issues, and understand what’s driving volume—without manual tagging or hours of analysis.

Review Fin conversations in real time right in your workspace.

Build your own Fin performance and quality report using Intercom’s new and improved custom reporting tools, including new chart styles, drag and drop chart building and chart drill-in to dive deeper into the root cause of performance.

Customize Fin's tone of voice, teach it your support knowledge and policies, and configure how it handles complex tasks in over 45 languages.

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.

Fin’s Content dasboard makes it easy for your team to control, update and maintain all of the content Fin learns from in a centralized location - keeping answers accurate and complete as your business changes and grows. Fin can learn from a variety of public and private knowledge sources, including Help Center articles, internal support content, PDFs, and webpages.

Fin can target 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 Fin only ever gives relevant answers.

Customize Fin's personality by choosing a tone of voice like professional, friendly, humorous, and more. Then select how long Fin’s answers are, from shorter and concise, to longer and more thorough.

Fin Guidance enables you to coach Fin on how it should answer questions. You can provide Fin with custom instructions to ensure it always follows the correct support policies and communication style with your customers.

Suggestions is an AI-powered feature that recommends specific actions to help teammates improve Fin performance. It identifies gaps in knowledge, unclear responses, and proposes updates to ensure Fin delivers better answers - faster.

Set up Data connectors to your external systems, enabling Fin to provide more personalized answers and perform complex tasks on behalf of your customers.

Fin Tasks allow you to automate more complex processes with Fin. Often times, these processes may involve multiple actions and for Fin to reliably follow your specific business rules (e.g. cancel an order, refund a subscription). Fin will trigger the task and be actively involved each step to resolve customer queries. Fin Tasks are currently in closed beta.

Fin can automatically detect and resolve issues in more than 45 languages, giving you complete control over which languages Fin will answer in. Fin can use all of your support content in its multilingual answers, even if the content hasn’t been localized to the language Fin is answering in.

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.

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.

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.

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.

Get full visibility into how Fin generated an answer. See exactly which sources and settings - like tone of voice and Guidance - shaped the response.

Test how Fin answers for various customer types across multiple brands by simulating different audiences or personas.

Deploy Fin across email, live chat and more. Fin can answer, triage, and collaborate with your team to deliver consistent experiences across channels.

Deploy Fin over the Intercom Messenger for the best conversational support experience. Install the Intercom Messenger on your site, and Fin will respond to inbound customer queries and handover to a human agent when needed.

Fin is fully optimized to work seamlessly across all your messaging channels including web, iOS, Android, WhatsApp, Facebook, and Instagram.

Fin over API allows you to integrate Fin into any experience - from custom messengers to help center search bars - without changing existing systems.

Deploy Fin to power your Workflows—no extra setup required. Add Fin to your automatons to triage, handle complex customer queries and generate answers when customers take specific actions.

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.

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.

Receive notifications or stop Fin delivering AI Answers to customers when a defined resolution limit is reached.

Fin integrates with any helpdesk. You can choose to set up Fin with your existing helpdesk or as part of the Intercom Customer Service Suite—with support for additional platforms and custom channels.

Fin works seamlessly with platforms like Zendesk, Salesforce, or your custom-built helpdesk: