{"id":30186,"date":"2024-06-27T17:50:22","date_gmt":"2024-06-27T16:50:22","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?post_type=intercom-video&#038;p=30186"},"modified":"2024-07-30T14:18:23","modified_gmt":"2024-07-30T13:18:23","slug":"built-for-you-new-ai-first-releases-202406","status":"publish","type":"intercom-video","link":"https:\/\/www.intercom.com\/blog\/videos\/built-for-you-new-ai-first-releases-202406\/","title":{"rendered":"Built For You: New AI-first releases for better, faster, more personalized support"},"content":{"rendered":"<p>It\u2019s clear that AI is already transforming customer service, and at Intercom we believe it&#8217;s given us a fundamentally new way to do customer service \u2013 that way is <a href=\"https:\/\/www.intercom.com\/blog\/ai-first-customer-service\/\">AI-first.<\/a><\/p>\n<p>We\u2019re building a single system that delivers AI-first experiences for customers, agents, and customer service leaders alike \u2013 all built on the foundation of Intercom\u2019s complete customer service platform.<\/p>\n<p>In this month\u2019s <em>Built For You<\/em> broadcast, we share a number of updates to our AI-first system that will help you deliver better, faster, more personalized support to your customers:<\/p>\n<ul>\n<li><strong>AI Copilot:<\/strong> The wait is over \u2013 <a href=\"https:\/\/www.intercom.com\/blog\/support-for-agents\/ai-copilot\">Fin AI Copilot<\/a>, a personal AI assistant for every agent, is available for everyone, and we\u2019ve added new exciting updates.<\/li>\n<li><strong>AI Agent:<\/strong> <a href=\"https:\/\/www.intercom.com\/blog\/support-for-customers#ai-agent\">Fin AI Agent<\/a>, the bot that resolves customer queries directly, is available via email. And we\u2019ll give a sneak peek into our new Messenger that puts Fin AI Agent front and center.<\/li>\n<li><strong>AI Analyst:<\/strong> We\u2019re building AI Analyst (coming soon), which will provide support leaders with the insights and tools they need to monitor and optimize their support.<\/li>\n<li><strong>Data and knowledge:<\/strong> We\u2019ve released <a href=\"https:\/\/www.intercom.com\/blog\/support-for-leaders#knowledgehub\">Knowledge Hub<\/a> \u2013 a modern, centralized knowledge management system that makes it easy to manage, optimize, and configure all of the content that powers your human agents, AI agents, and self-serve support.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/04\/Intercoms-AI-first-Customer-Service-platform-.png\" \/><\/p>\n<h2 id=\"fin-ai-copilot-a-personal-ai-assistant-for-agents-is-available-for-all-customers\">Fin AI Copilot \u2013 a personal AI assistant for agents \u2013 is available for all customers<\/h2>\n<p>In April, we announced <a href=\"https:\/\/www.intercom.com\/blog\/announcing-fin-ai-copilot\/\">Fin AI Copilot<\/a> \u2013 a personal AI assistant for every agent \u2013 that dramatically improves your team\u2019s efficiency. Now, Fin AI Copilot is available for all Intercom customers, and it\u2019s included on every single Intercom plan. As an AI-first platform, we believe tools like Fin AI Copilot should be a part of every agent\u2019s workflows. That\u2019s why every agent will get free limited usage every month.<\/p>\n<p>We\u2019ve also added a couple of new features:<\/p>\n<h3>Fin AI Copilot reporting<\/h3>\n<p>We heard how important it is for managers to have visibility into how their teams are using Fin AI Copilot. Now, managers can have visibility into how their teams are using Fin AI Copilot with a <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/9203041-fin-ai-copilot-reporting\">dedicated report.<\/a> See how many conversations are using Fin AI Copilot, track how many agents are using Fin, and easily review the quality of Fin\u2019s answers. This helps ensure you\u2019re maintaining quality and optimizations at every step.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Fin-AI-Copilot-report.png\" \/><\/p>\n<h3>Fin AI Copilot multilingual support<\/h3>\n<p>Fin AI Copilot can provide <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/9311217-multilingual-fin-ai-copilot\">multilingual support<\/a> in the same 45 languages as Fin AI Agent \u2013 from Arabic, to French, to Japanese, and more.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Fin-AI-Copilot-multilingual-.png\" \/><\/p>\n<blockquote class=\"pullquote-style-four\"><p><strong>How to access:<\/strong> Every Intercom plan includes free limited usage of Fin AI Copilot. You can purchase unlimited usage of Fin AI Copilot for $35 per agent per month. Get more information on pricing and how to sign up <a href=\"https:\/\/www.intercom.com\/blog\/support-for-agents\/ai-copilot\">here.<\/a><\/p><\/blockquote>\n<h2><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Fin-AI-Copilot-Appfolio-customer-testimonial.png\" \/><\/h2>\n<h2 id=\"fin-ai-agent-put-ai-agent-front-and-center-and-provide-ai-first-email-support\">Fin AI Agent: Put AI Agent front and center, and provide AI-first email support<\/h2>\n<p>Soon, we\u2019ll begin rolling out Intercom&#8217;s new Messenger \u2013 designed to enable faster, more conversational AI-first support. The new Messenger&#8217;s layout puts Fin AI Agent front and center, making it easier than ever to dramatically reduce your support volume, while delivering instant, accurate answers to your customers.<\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 58.13% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\"><iframe loading=\"lazy\" class=\"wistia_embed\" title=\"24_045 -Blog_Gif-AI_Agents-002-60fps Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/jz3duh6lb0?seo=true&amp;videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<h3>Fin over email<\/h3>\n<p>Fin isn&#8217;t just for the <a href=\"https:\/\/www.intercom.com\/blog\/messenger\">Messenger<\/a> anymore. Fin AI Agent is now available via email. For many customer service teams, email is still the dominant channel. But the back-and-forth exchange can often lead to increased workload for agents and slower resolutions for customers. Now, with Fin AI Agent, your team can resolve more conversations, spend less time answering emails, and increase CSAT by providing AI-first email support to your customers.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Fin-over-email.png\" \/><\/p>\n<p>And just like with the Messenger, Fin can seamlessly hand off queries to your agents to ensure the most complex issues are handled with care.<\/p>\n<blockquote class=\"pullquote-style-four\"><p><strong>How to access:<\/strong> <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/9356221-fin-ai-agent-over-email\">Fin over email<\/a> is in open beta and available to all Intercom customers with access to Workflows.<\/p><\/blockquote>\n<h2 id=\"ai-analyst-get-the-insights-you-need-to-monitor-and-optimize-your-support\">AI Analyst: Get the insights you need to monitor and optimize your support<\/h2>\n<p>Customer service leaders spend too much time analyzing data, building reports, and using a variety of manual tools just to get a clear view of their support operation. The lack of holistic insights \u2013 from team performance to the customer experience \u2013 result in a limited understanding of how things are going, and CSAT scores that are based on just a fraction of their customer conversations.<\/p>\n<p>We\u2019re building an AI-first solution to solve these problems. Our AI Analyst will provide support leaders with the insights and tools they need to monitor and optimize their support operation. It will help support leaders:<\/p>\n<ul>\n<li>Understand the overall health of their support operation across both human and AI agents.<\/li>\n<li>Identify exactly where they need to make improvements.<\/li>\n<li>Give them the tools to easily and instantly make those improvements.<\/li>\n<\/ul>\n<p>We\u2019ll have much more to share on this very soon.<\/p>\n<h2 id=\"knowledge-hub-power-ai-agents-and-customers-with-the-right-content-every-time\">Knowledge Hub: Power AI, agents, and customers with the right content, every time<\/h2>\n<p>AI is only as good as the knowledge it pulls from. And that knowledge must be accurate, available, and up-to-date to ensure you\u2019re able to deliver an amazing customer experience. That\u2019s why we created the <a href=\"https:\/\/www.intercom.com\/blog\/support-for-leaders#knowledgehub\">Knowledge Hub<\/a> \u2013 a modern, centralized knowledge management system that makes it easy to manage, optimize, and configure all of the content that powers human agents, AI Agents, and self-serve support.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Knowledge-hub-showing-all-content.png\" \/><\/p>\n<h3>Bring all your support content together<\/h3>\n<p>Centralizing all of your support content in one place makes it easier to know how and where content is being used across your entire support operation. In the same way you create public articles, you can edit, manage, and publish internal content that\u2019s only visible to your agents. This will allow Fin AI Copilot to help agents with onboarding, internal processes, and troubleshooting. If your knowledge base is elsewhere, you can easily sync and import content from Notion, Confluence, or Guru.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Knowledge-hub-article-creation-.png\" \/><\/p>\n<h3>Control how support content is used<\/h3>\n<p>Fin AI Copilot can instantly learn from any of your agents\u2019 past conversations. Conversation history will automatically be enabled so Fin can start answering questions right away. Plus, you can choose exactly which conversations are used, so Fin only learns from the best of your most experienced, knowledgeable agents.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Knowledge-hub-conversation-history.png\" \/><\/p>\n<p>You can also configure content for AI Agent and your help center in the Knowledge Hub. And you can easily enable or disable content sources for Fin to use before saving.<\/p>\n<p>Once you\u2019re set up, when a customer asks a question, Fin scans across your entire knowledge base and generates an instant, personalized answer.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Knowledge-base-end-user-experience-.png\" \/><\/p>\n<blockquote class=\"pullquote-style-four\"><p><strong>How to access:<\/strong> <a href=\"https:\/\/www.intercom.com\/blog\/support-for-leaders#knowledgehub\">Knowledge Hub<\/a> is available to all Intercom users.<\/p><\/blockquote>\n<h2 id=\"the-full-power-of-ai-first-customer-service-is-only-possible-with-a-complete-platform\">The full power of AI-first customer service is only possible with a complete platform<\/h2>\n<p>Intercom has every tool a customer service agent or leader could want to provide better, faster, more personalized customer support \u2013 all <span style=\"font-weight: 400;\">built on a fully integrated platform. <\/span>We&#8217;ve made huge improvements to tools like our inbox, tickets, phone, reporting and insights, and workflows. Stay tuned to hear much more about those improvements in our next broadcast.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>In this month\u2019s Built For You broadcast, we\u2019re introducing a number of updates to our AI-first system that will help you deliver better, faster, more personalized support. <\/p>\n","protected":false},"author":559,"featured_media":30215,"template":"","category":[25198,3],"tags":[24629,25174],"show-category":[],"coauthors":[25217],"class_list":["post-30186","intercom-video","type-intercom-video","status-publish","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","tag-built-for-you","tag-fin"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Built For You: New AI-first releases for better, faster, more personalized support - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"In this month\u2019s Built For You broadcast, we\u2019re introducing a number of updates to our AI-first system that will help you deliver better, faster, more personalized support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/videos\/built-for-you-new-ai-first-releases-202406\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Built For You: New AI-first releases for better, faster, more personalized support\" \/>\n<meta property=\"og:description\" content=\"In this month\u2019s Built For You broadcast, we\u2019re introducing a number of updates to our AI-first system that will help you deliver better, faster, more personalized support.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/videos\/built-for-you-new-ai-first-releases-202406\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-30T13:18:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/Built-For-You-June-hero-.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"788\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"Olivia Singarella\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/videos\\\/built-for-you-new-ai-first-releases-202406\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/videos\\\/built-for-you-new-ai-first-releases-202406\\\/\",\"name\":\"Built For You: New AI-first releases for better, faster, more personalized support - 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