{"id":29040,"date":"2023-06-13T16:10:49","date_gmt":"2023-06-13T15:10:49","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29040"},"modified":"2025-01-03T12:18:39","modified_gmt":"2025-01-03T12:18:39","slug":"fin-ai-bot-customer-service","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/fin-ai-bot-customer-service\/","title":{"rendered":"Everything you need to know about Fin, the breakthrough AI bot transforming customer service"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">We\u2019re excited to announce that Fin, Intercom\u2019s AI bot powered by a mix of large language models including OpenAI&#8217;s GPT-4, is now available to everyone.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For support teams that care about quality of customer experience, cultivating brand loyalty, and setting themselves up for success in an <a href=\"https:\/\/www.intercom.com\/blog\/ai-glossary\/#artificial-intelligence\">AI<\/a>-powered customer service world, <a href=\"https:\/\/www.intercom.com\/blog\/fin\">Fin is here to help<\/a>.<\/span><\/p>\n<blockquote id=\"what-is-fin\" class=\"pullquote-style-four\"><p><strong>What is Fin?\u00a0<\/strong><\/p>\n<p>Fin is a breakthrough AI chatbot powered by <a href=\"https:\/\/www.intercom.com\/blog\/ai-glossary\/#llm\">large language models (LLMs)<\/a>, including OpenAI\u2019s GPT-4, and Intercom\u2019s proprietary technology. Using advanced AI language models, Fin ingests your existing support content to resolve up to 50% of queries in a way your customers can trust, providing safer, more accurate answers than any AI bot on the market.<\/p><\/blockquote>\n<div class=\"wistia_responsive_padding\" style=\"padding: 70.63% 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=\"Fin-Hero Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/xv5q3b9q0y?seo=false&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<h2 id=\"thoughtful-design-built-for-customer-service\"><span style=\"font-weight: 400;\">Thoughtful design, built for customer <\/span><span style=\"font-weight: 400;\">service<\/span><\/h2>\n<p>There&#8217;s been a major step change in AI and the power of LLMs, with OpenAI and ChatGPT putting generative AI front and center. When our engineers first got their hands on this technology through our partnership with OpenAI, we immediately recognized the huge opportunity to build an incredible AI teammate for customer service teams. From that point on we had a singular focus \u2013 to create the best customer service chatbot on the market.<\/p>\n<p>A first-order solution would have been to reskin an existing LLM chat experience for customer service. This approach \u2013 which many AI chatbots in the market have adopted \u2013 wasn&#8217;t the right step forward for us or for our customers, as it fails to account for the unique needs of customer service teams and support leaders.<\/p>\n<p>So we built Fin to be:<\/p>\n<ul>\n<li>Trustworthy<\/li>\n<li>Controllable<\/li>\n<li>Seamless<\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Trustworthy<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u201c<a href=\"https:\/\/www.intercom.com\/blog\/ai-glossary\/#hallucinations\">Hallucinations<\/a>\u201d were the fly in the GPT soup when we started working on Fin. How could we prevent an AI bot from simply inventing answers or having inappropriate conversations with customers?\u00a0<\/span><\/p>\n<p><b>An AI bot you can trust:<\/b><span style=\"font-weight: 400;\"> We\u2019ve limited Fin to providing answers based solely on your support content. You choose Fin\u2019s sources and the information within them. Unlike many other AI chatbots, Fin has no problem saying \u201cI don\u2019t know\u201d and swiftly passing the question to a member of your support team if it can\u2019t find the answer in your support content. As a result, you can avoid giving your customers the wrong information, or venturing outside topics related to your business.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29057 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dean-Kahn-RateMyAgent.jpg\" alt=\"\u201cWithin 2 weeks, we\u2019ve seen a massive drop of 40% of conversations being routed to our team.\u201d \u2013 Dean Kahn, Customer Support Manager, RateMyAgent\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dean-Kahn-RateMyAgent.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dean-Kahn-RateMyAgent-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dean-Kahn-RateMyAgent-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dean-Kahn-RateMyAgent-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dean-Kahn-RateMyAgent-600x338.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">Controllable\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customer loyalty is tough to win and easy to lose \u2013 and a lot of CS leaders are reluctant to set an AI chatbot loose on their customer queries without guardrails in place. Providing a high level of control over Fin was a priority for us.\u00a0<\/span><\/p>\n<p><b>Control when you want it, human when you need it:<\/b><span style=\"font-weight: 400;\"> You can choose exactly who and what Fin answers \u2013 and when a query needs that human touch. With features like <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6298278-custom-actions-and-objects-explained\">custom actions<\/a> to deliver bespoke answers to your most important questions; audience targeting so Fin always reaches the right customers; and the option to preview Fin before setting it live, you can be sure Fin is working in the way that suits your business best. When Fin doesn&#8217;t know an answer, it can triage complex problems and pass them directly to your human support teams \u2013 giving your customers a frictionless experience.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Seamless\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customer service teams have specific workflows and processes that they\u2019ve honed over years. The last thing they need is an AI bot that introduces a totally new and separate way of working. We were determined that Fin should slot smoothly into any CS team\u2019s tech stack.\u00a0<\/span><\/p>\n<p><b>Fin works for you:<\/b><span style=\"font-weight: 400;\"> Fin is an out-of-the-box solution that\u2019s incredibly easy to set up. For Intercom users, Fin is built to work natively with the entire Intercom platform, respecting your existing setup, automations, and workflows.<\/span><\/p>\n<h2 id=\"what-can-fin-do-for-you\"><span style=\"font-weight: 400;\">What can Fin do for you?\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The concept of a high-performing, futuristic AI chatbot sounds great in theory, but what can Fin do in practice? Here are the outcomes you can expect from adding Fin to your support offering.\u00a0<\/span><\/p>\n<h3 id=\"fin-team\"><span style=\"font-weight: 400;\">How does Fin help your support team?\u00a0<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reduces support volume:<\/b><span style=\"font-weight: 400;\"> Fin can resolve up to 50% of your support queries instantly and accurately. By cutting your support team\u2019s inbound volume, Fin gives support reps time to focus on more complex customer queries that are best resolved with a human touch.<\/span><\/li>\n<li aria-level=\"1\"><b>Improves operational efficiency: <\/b><span style=\"font-weight: 400;\">It\u2019s not just us who think AI is the answer \u2013 <\/span><a href=\"https:\/\/www.intercom.com\/blog\/ai-trends-giving-support-leaders-competitive-advantage\/\"><span style=\"font-weight: 400;\">67% of North American support leaders<\/span><\/a><span style=\"font-weight: 400;\"> are planning to invest more in AI over the next year. Support teams are constantly expected to do more with less, and Fin is ready to plug that gap with dramatically reduced response times, quick and accurate resolutions, and seamless handoffs to your team where needed.<\/span><\/li>\n<li aria-level=\"1\"><b>Creates happier teammates: <\/b><span style=\"font-weight: 400;\">Intercom\u2019s 2023 <\/span><a href=\"https:\/\/www.intercom.com\/blog\/resources\/guides\/customer-service-trends-2023?\"><i><span style=\"font-weight: 400;\">Customer Service Trends Report<\/span><\/i> <\/a><span style=\"font-weight: 400;\">revealed that 81% of respondents believe technology will help to improve the employee experience and reduce attrition. Fin offers support teams the chance to get off the customer query \u201chamster wheel\u201d and focus on the most fulfilling, high-impact parts of their jobs: whether that\u2019s cultivating customer loyalty with top-tier support, contributing to team operations, or developing new skills.\u00a0<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29060 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dane-Burgess-LinkTree.jpg\" alt=\"\u201cWithin 6 days, Fin is successfully resolving 42% of conversations. It\u2019s truly surpassed my expectations.\u201d Dane Burgess, Customer Support Director, LinkTree\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dane-Burgess-LinkTree.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dane-Burgess-LinkTree-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dane-Burgess-LinkTree-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dane-Burgess-LinkTree-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Dane-Burgess-LinkTree-600x338.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h3 id=\"fin-customer\"><span style=\"font-weight: 400;\">How does Fin help your customers?\u00a0<\/span><\/h3>\n<ul>\n<li aria-level=\"1\"><b>Faster resolutions: <\/b><span style=\"font-weight: 400;\">For many, the word \u201cchatbot\u201d triggers memories of endless conversation loops as frustration builds and queries remain unresolved. Fin offers rapid resolutions to as many as 50% of queries \u2013 and if it can\u2019t find the answer within your support content, it can triage the query before passing to your team. No matter what your customer\u2019s query is, Fin provides the support they need, when they need it.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29061 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot.jpg\" alt=\"\u201cThe results are groundbreaking, double-digit gains in engagement and resolution rates.\u201d Sam Forde, Merchant Support Manager, Zapiet\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-600x338.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<ul>\n<li aria-level=\"1\"><b>Converses naturally: <\/b><span style=\"font-weight: 400;\">Your customers won\u2019t need to speak \u201crobot\u201d to chat with Fin. Interactions are natural, friendly, and conversational \u2013 like talking to a support agent. Unlike other chatbots, Fin doesn\u2019t need specific phrasing to understand a customer\u2019s question. It can decipher meaning from the most complex queries, ask clarifying questions for maximum accuracy, and rephrase help content in a way that makes sense to the customer.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29062 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-1.jpg\" alt=\" \u201cFin rephrases our help content and makes it easier for users to understand. It's a great step forward!\u201d\u2013 Silvestras Armonaitis, Customer Support Shift Lead, MailerLite\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-1.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-1-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-1-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-1-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Twitter-in-feed-Scott-D-Quote-1-with-headshot-1-600x338.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<ul>\n<li><b>Provides answers they can trust: <\/b><span style=\"font-weight: 400;\">The chatbot skepticism ends here. With every answer Fin provides to a customer, it includes links to its sources within your support content so they can be sure the information they\u2019re receiving is accurate.\u00a0<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29065 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Scott-Donnelly-Total-Synergy.jpg\" alt=\"\u201cI was skeptical due to the complexity of our platform, but Fin provided accurate answers right away!\u201d - Scott Donnelly, Head of Customer and Digital Operations, Total Synergy\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Scott-Donnelly-Total-Synergy.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Scott-Donnelly-Total-Synergy-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Scott-Donnelly-Total-Synergy-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Scott-Donnelly-Total-Synergy-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Scott-Donnelly-Total-Synergy-600x338.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2 id=\"not-like-other-chatbots\"><span style=\"font-weight: 400;\">Not like other chatbots<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customer service is evolving fast, and there are already some chatbots on the market that work with ChatGPT \u2013 but y<\/span><span style=\"font-weight: 400;\">ou won\u2019t find anything like Fin in the CS industry; here is just some of what makes Intercom\u2019s AI chatbot uniquely suited to your team.<\/span><\/p>\n<ul>\n<li><strong>Ease of setup: <\/strong><span style=\"font-weight: 400;\">Fin rapidly consumes your support content from <a href=\"https:\/\/www.intercom.com\/blog\/articles\">Intercom Articles<\/a>, Zendesk Help Center, or any public URL to begin answering questions in minutes. Just point it at your support content and turn it on \u2013 or take a more cautious approach by previewing your setup before you set Fin live.<\/span><\/li>\n<li><strong>Customizability: <\/strong><span style=\"font-weight: 400;\">Fin fits with your brand. You can rename it, change the Fin icon to your own logo, and personalize the Fin messenger to make sure your customers find themselves in familiar territory when they seek support.<\/span><\/li>\n<li><strong>Scalability: <\/strong><span style=\"font-weight: 400;\">Reach customers wherever they are. Fin can seamlessly switch between Messenger, SMS, WhatsApp, and more to offer your customers a truly omnichannel experience \u2013 at scale.<\/span><\/li>\n<li><strong>Accuracy: <\/strong><span style=\"font-weight: 400;\">Fin draws its answers from your support content, constraining it to your approved materials when resolving customer queries to minimize hallucinations and prevent inappropriate conversations.\u00a0<\/span><\/li>\n<li><strong>Reporting: <\/strong><span style=\"font-weight: 400;\">Measuring success is a crucial element of any high-functioning support team. Monitor Fin\u2019s performance with usage and performance metrics \u2013 with article-level metrics and content scores coming soon.\u00a0<\/span><\/li>\n<li><strong>Pricing: <\/strong><span style=\"font-weight: 400;\">While competitors price chatbots based on metrics like deflection or API calls, we looked a little deeper into what would work best for support teams. These metrics, while useful in their own ways, can be misleading \u2013 leaving customers unsatisfied, and your team\u2019s bill on the rise.\u00a0<\/span><span style=\"font-weight: 400;\">Fin is priced per resolution: the percentage of support requests addressed by Fin where the user indicated Fin answered their question or left without asking to talk to a human. That way, you can be sure that when you pay for Fin, you\u2019re paying for results.\u00a0<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29066 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Kathryn-Bergeron-Quicken.jpg\" alt=\"\u201cLiterally a few button clicks to turn on and customize\u2014the implementation was really well thought-out.\u201dKathryn Bergeron Quicken\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Kathryn-Bergeron-Quicken.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Kathryn-Bergeron-Quicken-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Kathryn-Bergeron-Quicken-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Kathryn-Bergeron-Quicken-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/06\/Kathryn-Bergeron-Quicken-600x338.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2 id=\"whats-next-for-fin\"><span style=\"font-weight: 400;\">What&#8217;s next for Fin?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We\u2019ve built a groundbreaking AI bot that\u2019s producing incredible results for support teams \u2013 but we\u2019re not finished by a long shot. We\u2019re taking all of our customers\u2019 feedback on board, and working to improve and augment everything Fin has to offer. Here are some of the things we&#8217;re working on:<\/span><\/p>\n<ul>\n<li><b>Multilingual resolutions:<\/b><span style=\"font-weight: 400;\"> Later this year, Fin will be able to detect a customer\u2019s language and respond in any of the 43 languages that Intercom supports.\u00a0<\/span><\/li>\n<li><b>Powering Fin with your own conversation data:<\/b><span style=\"font-weight: 400;\"> We\u2019re working to add your conversation data as an input for Fin. That would mean that as well as learning and improving as you update your support content, Fin would also incorporate information from answers given by your support reps \u2013 expanding its capacity to reduce your support volume.\u00a0<\/span><\/li>\n<li><b>Elevated reporting:<\/b><span style=\"font-weight: 400;\"> We\u2019ve already mentioned the upcoming article-level reporting and content scores, but we\u2019re also working hard to allow Fin to plug into third-party dashboards so non-Intercom users can benefit from in-depth measurement and reporting.<\/span><\/li>\n<li><b>Email as a channel:<\/b><span style=\"font-weight: 400;\"> We\u2019re committed to making Fin an omnichannel chatbot, and we\u2019re close \u2013 email as a Fin channel is a priority for us.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Fin can halve your support volume, takes just minutes to activate, and opens countless doors for your support team. What are you waiting for? <\/span><a href=\"https:\/\/www.intercom.com\/blog\/fin\/demo\"><span style=\"font-weight: 400;\">Try Fin now<\/span><\/a><span style=\"font-weight: 400;\"> by testing it with your own help center or <a href=\"https:\/\/www.intercom.com\/blog\/fin\">start a free trial<\/a>.\u00a0<\/span><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>For support teams that care about quality of customer experience, cultivating brand loyalty, and setting themselves up for success in an AI-powered customer service world \u2013 Fin, Intercom&#8217;s AI bot, is here to help.<\/p>\n","protected":false},"author":556,"featured_media":29078,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,4],"tags":[604,25188,25174],"coauthors":[25195],"class_list":["post-29040","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-news","tag-ai","tag-ai-chatbot","tag-fin"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>A complete guide to Fin, the AI bot transforming customer service<\/title>\n<meta name=\"description\" content=\"For support teams setting themselves up for success in an AI-powered customer service world \u2013 Fin, Intercom&#039;s AI bot, is here to help.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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