In January, we shipped over 15 new features. From a new metric that makes Fin’s operational impact easier to understand, to more powerful Suggestions that help teams improve Fin’s performance in just a few clicks, these updates give teams new ways to measure impact, continuously improve performance, and scale high-quality customer experiences.
This video covers the key updates shipped in January, including:Performance Dashboard with a new metric, Automation Rate
We’ve improved the Fin Performance Dashboard by adding a new metric, Automation Rate, now featured alongside CX Score. Automation Rate shows the percentage of all customer conversations Fin resolves end-to-end without human involvement, while CX Score reflects the quality of those customer experiences. Together, these metrics provide the best view of both Fin’s effectiveness and the quality of its performance at scale.More powerful Suggestions
Suggestions have been significantly upgraded to help teams continuously improve Fin. They analyze conversations Fin couldn’t resolve and how human agents handled those interactions, then surface clear, actionable recommendations — including new content, edits to existing content, and sample API documentation for connecting data or configuring new actions — so teams know exactly how to improve Fin. Fin Image Answers
Fin can now include relevant images directly in its responses when visuals help resolve an issue. Images are sourced from existing support content — including help center articles, synced webpages, internal docs, and GIFs — and can be shown step by step, with up to three images per response. Over email, images appear inline. Additional updates
We also shipped a number of other improvements to Fin and our natively integrated human Helpdesk in January, even though they’re not covered in depth in this episode, including:Â
We’ve improved the Fin Performance Dashboard by adding a new metric, Automation Rate, now featured alongside CX Score. Automation Rate shows the percentage of all customer conversations Fin resolves end-to-end without human involvement, while CX Score reflects the quality of those customer experiences. Together, these metrics provide the best view of both Fin’s effectiveness and the quality of its performance at scale.More powerful Suggestions
Suggestions have been significantly upgraded to help teams continuously improve Fin. They analyze conversations Fin couldn’t resolve and how human agents handled those interactions, then surface clear, actionable recommendations — including new content, edits to existing content, and sample API documentation for connecting data or configuring new actions — so teams know exactly how to improve Fin. Fin Image Answers
Fin can now include relevant images directly in its responses when visuals help resolve an issue. Images are sourced from existing support content — including help center articles, synced webpages, internal docs, and GIFs — and can be shown step by step, with up to three images per response. Over email, images appear inline. Additional updates
We also shipped a number of other improvements to Fin and our natively integrated human Helpdesk in January, even though they’re not covered in depth in this episode, including:Â
- 11+ new voices for Fin Voice
- Improved clarification questions for Fin Voice
- New conversation permissions
- Unified filters across views and search
- Apply Fin audiences to website syncs
- Slack’s agentic UX in Intercom’s Slack app
- Invite configuration for team inboxes
- Updated Fin metrics
- AI titles in the Messenger
- UI improvements to Conversation Events
- Inbox assignment limits
- Slack side conversations
- Multi-brand Fin over email
- New teammate profile permissions
- Email OTP verification
