{"id":30410,"date":"2024-10-10T05:55:16","date_gmt":"2024-10-10T04:55:16","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30410"},"modified":"2024-10-10T12:02:28","modified_gmt":"2024-10-10T11:02:28","slug":"announcing-fin-2-ai-agent-customer-service","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-fin-2-ai-agent-customer-service\/","title":{"rendered":"Fin 2: The first AI agent that delivers human-quality service"},"content":{"rendered":"<p>Today we unveil the world&#8217;s most advanced AI agent for customer service: <a href=\"https:\/\/www.intercom.com\/blog\/support-for-customers\/ai-agent\">Fin 2<\/a>.<\/p>\n<p>This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver human-quality service to your customers. These new abilities are in four categories:<\/p>\n<ul>\n<li><strong>Knowledge<\/strong>: Fin can learn your knowledge faster than before and provides customers with the most accurate, thorough answers to help resolve issues more efficiently.<\/li>\n<li><strong>Behavior<\/strong>: Fin speaks in your tone of voice, is fluent in 45 languages, and follows your guidelines, policies, and procedures to deliver the best customer experience, every time. You can always rely on Fin to make the right decision.<\/li>\n<li><strong>Actions<\/strong>: Fin can take actions on behalf of your customers by accessing information from your data sources and systems in order to personalize its service for your customers across channels.<\/li>\n<li><strong>Insights<\/strong>: Al-generated insights give you the tools to monitor and improve quality and performance for Fin and across your entire support organization.<\/li>\n<\/ul>\n<p>All of this combined means you can depend on Fin to manage your frontline support, freeing your team to focus on higher impact solutions for your customers.<\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 56.25% 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=\"2452_Intercom_Pioneer_Fin2Launch_4k Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/5hgxzd8l4v?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<h2 id=\"the-best-ai-agent-just-got-better\">The best AI agent just got better<\/h2>\n<p>When we launched <a href=\"https:\/\/www.intercom.com\/blog\/announcing-intercoms-new-ai-chatbot\/\">Fin AI Agent in March 2023<\/a>, it was the first AI-powered agent designed specifically for customer service. From the outset, Fin\u2019s performance blew our minds \u2013 just using a company\u2019s existing help center content with little optimization, it could answer over 25% of customer questions.<\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;We&#8217;re launching a suite of new capabilities that allow Fin to answer more questions, in more ways, in more places&#8221;<\/p><\/blockquote>\n<p>Since then, we&#8217;ve been working tirelessly with our customers to improve both Fin&#8217;s performance and accuracy. Now, we&#8217;re proud to share that customers using Fin 2 see an average resolution rate of 51%, with an accuracy rate of 99.9%.<\/p>\n<p>However, in order to deliver truly human-level support, we&#8217;re launching a suite of new capabilities that allow Fin to answer more questions, in more ways, in more places, while giving you complete control over the quality of Fin\u2019s service.<\/p>\n<h3>Knowledge<\/h3>\n<p>Fin 2 can learn everything about your product by connecting to various sources, whether internal content, external websites, PDFs, or databases.<\/p>\n<p>The Knowledge Hub makes it easy for your team to control, update, and maintain all of the content Fin learns from one centralized location. This means you only need to train Fin once \u2013 it automatically stays updated with the latest information, never forgetting or using outdated responses.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-02-Knowledge-Hub.jpg\" \/><\/p>\n<p>Fin 2 also has the ability to combine knowledge from multiple content sources to create tailored answers for your customers \u2013 just like a human would. This enhances Fin&#8217;s ability to solve more complex questions than any other AI agent on the market.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-03-Multiple-Sources.jpg\" \/><\/p>\n<h3>Behavior<\/h3>\n<p>Support conversations are an extension of your brand, and now you have even more control over how Fin communicates with your customers.<\/p>\n<p>Customize Fin&#8217;s tone of voice by choosing from five presets. You can also decide between shorter, direct responses or longer, conversational ones \u2013 ensuring a consistent and on-brand support experience.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-04-Behavior-Tone-of-Voice.jpg\" \/><\/p>\n<p>It also supports multilingual interactions, automatically translating your content in real-time to match the customer\u2019s language. This dramatically simplifies customer support for businesses operating in multiple regions and helps you scale your support content.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-05-Multilingual-Crop.jpg\" \/><\/p>\n<p>With AI Category Detection, you can set topics you would like Fin to detect and handle in specific ways. If, for example, a customer asks about refunds, cancellations, reports a bug, or event seems frustrated based on the conversation, Fin automatically categorizes those conversations and will route them according to your settings.<\/p>\n<p>This is easy to set up with natural language commands \u2013 it\u2019s as simple as typing \u201cHey Fin, if a customer seems frustrated, apply the negative sentiment category.\u201d With Workflows, you can make sure Fin routes these conversations to the right team so they are handled with care. You can also create a range of rules for how Fin shows up for your customers based on attributes such as segment, channel, or region.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-06-Behavior-Category-Detection.jpg\" \/><\/p>\n<p>This is an exciting step forward that combines the incredible capabilities of generative AI with rules-based human control.<\/p>\n<p>Finally, while we\u2019ve learned that many customer service leaders equate AI with the chat channel, Fin is omnichannel, working equally well across chat, email, WhatsApp, and more.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-15-Email.jpg\" \/><\/p>\n<h3>Actions<\/h3>\n<p>Now Fin can access your external data sources in order to personalize its service for your customers.<\/p>\n<p>Fin can retrieve customer data and provide answers specific to each customer, like checking recent orders.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-09-Actions-Card-Info.jpg\" \/><\/p>\n<p>Fin can also perform tasks for your customers by updating customer records on their behalf, like changing a customer\u2019s shipping address or adjusting their subscription.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-10-Actions-Pause-Subscription.jpg\" \/><\/p>\n<p>You can create actions for Fin with just a few clicks using our action templates. You can configure what access you want to give to Fin, and then use natural language to give Fin guidance and instructions on when to use this connection to take actions for customers.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-16-Actions.jpg\" \/><\/p>\n<h3>Insights<\/h3>\n<p>CSAT is a metric that is both incredibly valuable and incredibly flawed, representing only a fraction of the total customer conversations your team handles. This gives CS leaders a very narrow view of the health of their support operation and prevents them from improving their service.<\/p>\n<p>AI Generated CSAT will change how you see your service. Now you can have full visibility across 100% of your customer conversations, both human and AI. This AI-powered analysis tracks CSAT across all of your team\u2019s conversations, allowing you to monitor and optimize the quality of your service across the board.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-11-Insights-CSAT.jpg\" \/><\/p>\n<p>We have also developed a new AI-powered Conversation Quality report, which surfaces topics of high and low performance so you know where to invest in better content, or better training.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-12-Insights-Conversation-Quality.jpg\" \/><\/p>\n<p>Finally, we just released a new Holistic Overview Report which unifies all insights into a single dashboard, providing you with the full picture of your entire support operation across both human and AI.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-13-Insights-Holistic-Overview.jpg\" \/><\/p>\n<h2 id=\"youre-in-full-control\">You\u2019re in full control<\/h2>\n<p>You can easily control where Fin shows up. Try Fin in different channels, with different segments of your customers, or in different regions. However you want to segment your customers, you can turn Fin on for any of them.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/10\/Fin2-Announcement-14-Controlled-Rollout.jpg\" \/><\/p>\n<h2 id=\"new-capabilities-same-price\">New capabilities, same price<\/h2>\n<p>So how much does all this cost? The same as it always did &#8211; $0.99 cents per resolution. We only charge you if Fin delivers a resolution. If Fin can\u2019t answer, Fin is free to use.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Very soon, AI Agents like Fin will handle the majority of customer support queries&#8221;<\/p><\/blockquote>\n<p>If you have Fin today, you get all these upgrades for free. Some of Fin 2\u2019s features are available today, and we\u2019re rolling out the rest through the end of the year.<\/p>\n<p>There is no doubt that the future of customer service is AI-first. Very soon, AI Agents like Fin will handle the majority of customer support queries, improving the customer experience with immediate answers and actions, and enabling support leaders to scale their support without scaling their team.<\/p>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/support-for-customers\/ai-agent\" target=\"_blank\" rel=\"noopener\">To learn more, take a look at all of Fin 2\u2019s features and capabilities here.<\/a><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Meet Fin 2, the next-generation AI Agent revolutionizing customer service. Learn how it delivers human-quality support and how it outperforms the competition for quality and accuracy.  <\/p>\n","protected":false},"author":561,"featured_media":30409,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,4],"tags":[25174,25324,529],"coauthors":[25228],"class_list":["post-30410","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-news","tag-fin","tag-fin-ai-agent","tag-product-launch"],"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>Fin 2: The first AI agent that delivers human-quality service - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Meet Fin 2, the next-generation AI Agent revolutionizing customer service. 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