{"id":31595,"date":"2025-10-17T19:00:13","date_gmt":"2025-10-17T18:00:13","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31595"},"modified":"2025-10-30T16:43:02","modified_gmt":"2025-10-30T16:43:02","slug":"preparing-for-the-customer-agent-future","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/preparing-for-the-customer-agent-future\/","title":{"rendered":"Preparing for the Customer Agent future"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">At Pioneer 2025, our CEO Eoghan McCabe shared our most ambitious goal since we first set out to build Fin.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fin will not be just the world\u2019s best Customer Service Agent. It will be the world\u2019s best <\/span><a href=\"https:\/\/fin.ai\/customer-agent\"><b>Customer Agent<\/b><\/a><span style=\"font-weight: 400;\">, capable of handling the entire customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ll continue to obsess about Fin\u2019s ability to support your customers, but now we\u2019re broadening our focus. Fin will be able to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Contact your customers for the very first time.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Hold their hands through consideration and purchase.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Be there with them at every step.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Know everything about their life with your business.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It\u2019s a big shift, and it reflects the changing future of customer service and experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer service leaders have been at the forefront of the AI transformation for the past two plus years. As this next evolution plays out, you\u2019ll be uniquely positioned to lead how AI powers the entire customer experience.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/pioneer.fin.ai\/#customer-agent\">You can watch the full Customer Agent keynote from Pioneer 2025 here.<\/a><\/p>\n<h2 id=\"why-we-believe-in-the-customer-agent-future\"><span style=\"font-weight: 400;\">Why we believe in the Customer Agent future<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We have two big ideas on why building towards a single, unified Customer Agent is necessary.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-31598 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2055\/10\/image-16.png\" alt=\"1. Multiple AI Agents will wreck the customer experience 2. A truly exceptional customer experience is finally possible\" width=\"640\" height=\"427\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2055\/10\/image-16.png 640w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2055\/10\/image-16-300x200.png 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><br \/>\n<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Multiple AI Agents will destroy the customer experience<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We know that AI isn\u2019t just changing customer service. Other teams like sales, success, and marketing are seeing the potential and starting to adopt it too.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But if all of these teams use their own AI Agent, you\u2019ll end up with a mess of competing Agents that will destroy the customer experience. Each one will have its own priorities and configuration parameters; they won\u2019t talk to each other or share customer information by default, and will likely engage with customers in different ways.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is a trap we need to avoid.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. A truly exceptional customer experience is finally possible<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If we can avoid that trap, we\u2019ll finally be able to provide the type of seamless experience that customers have long expected, and long deserved.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The AI Agents of today, like Fin, are capable of handling many different use cases across the entire customer journey: lead qualification, onboarding, support, success, and upsell. That opens the door for the first time to previously unimaginable customer experience; one that\u2019s truly seamless, personal, and concierge-level.\u00a0<\/span><\/p>\n<h2 id=\"what-it-means-for-customer-service-leaders\"><span style=\"font-weight: 400;\">What it means for customer service leaders\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We\u2019ve reached another turning point in AI\u2019s trajectory, and for customer service leaders, the opportunity around the corner is huge.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer service has been the proving ground for AI transformation. The systems, strategies, and learnings leaders in this space have accumulated over the last two years can define how AI is adopted by other functions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Eoghan\u2019s keynote made this clear: you have the opportunity to lead how AI is rolled out across your organization, not just in customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You already manage the most complex, high-volume customer interactions; you have rich data on customer needs and behavior; and you know how AI Agents perform in the real world. Those insights will be invaluable as AI scales across your business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Customer Agent future will elevate the role of the customer service leader and give you the opportunity to lead AI implementation across the entire customer journey.\u00a0<\/span><\/p>\n<h2 id=\"the-customer-agent-architecture\"><span style=\"font-weight: 400;\">The Customer Agent architecture\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">To achieve this vision of Fin becoming a unified Customer Agent, it will need to evolve from being a task-based system into a true agentic system that uses AI to make decisions and pursue high-level objectives.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ll be adding significant new capabilities to Fin:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Roles<\/b><span style=\"font-weight: 400;\">: Fin will have a range of roles (customer service being one) that it can fluidly move between and blend together. Each role will be deeply trained to be a world-class expert at what it does.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Goals: <\/b><span style=\"font-weight: 400;\">Fin will also have goals to pursue. You\u2019ll be able to tell it your objectives and priorities (for your customers, company, and revenue) and Fin will pursue them, making appropriate trade-offs between goals as needed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Memory<\/b><span style=\"font-weight: 400;\">: Fin will develop memory that persists and grows over the customer lifecycle, building deep context of who the customer is and what they\u2019re trying to achieve. The customer priorities it learns on day one will be considered in year 10.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Knowledge<\/b><span style=\"font-weight: 400;\">: Fin will accumulate deep knowledge of your business \u2013 every product detail, policy, process, your history, and plans \u2013\u00a0to act on a complete view of your customer.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Interoperability<\/b><span style=\"font-weight: 400;\">: Fin will interoperate with different tools, systems, and channels.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This system will be able to do much more than answer questions or complete tasks. It will adapt on the fly, learn to get better, and use all the context it has to efficiently guide each customer to great outcomes.\u00a0<\/span><\/p>\n<h2 id=\"this-future-is-already-in-motion\"><span style=\"font-weight: 400;\">This future is already in motion<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The Customer Agent vision isn\u2019t a far-off idea. Many of our most pioneering customers have started to put Fin to work beyond customer service. They\u2019re using it across the customer journey and want to push it further by applying it to other use cases to create a single, seamless customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s an example: fitness wearables company WHOOP, facing one of their biggest product launches ever, needed a way to handle a very large influx of sales conversations. They used Fin to help manage this surge, and it\u2019s <a href=\"https:\/\/www.intercom.com\/customers\/whoop\">now resolving 84% of their sales conversations<\/a>.\u00a0<\/span><\/p>\n<div style=\"width: 3466px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/images.ctfassets.net\/xny2w179f4ki\/245tu0334CFrNQaGyDyK21\/1233d0533657500e974a569ea25bb8d1\/WHOOP.png?&amp;q=90\" alt=\"Chart showing 84% Fin AI Agent resolution rate\" width=\"3456\" height=\"2037\" \/><p class=\"wp-caption-text\">Source: WHOOP customer story.<\/p><\/div>\n<p><span style=\"font-weight: 400;\">These early examples show how Fin is already capable of handling multiple use cases across the customer journey.\u00a0<\/span><\/p>\n<h2 id=\"building-for-the-next-frontier\"><span style=\"font-weight: 400;\">Building for the next frontier\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The Customer Agent future will be built from the inside out, starting with the customer service leaders who have been pioneering AI transformation since the very beginning.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You know how to balance powerful AI with human empathy, and how to translate that into great customer experiences. Other teams will look to you, and you have the ability to lead them through this transformation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The very best brands compete on customer experience. The Customer Agent opens that playing field for the brands that jump first.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ll be starting to roll out this new functionality to Fin \u2013 roles, goals, memory, knowledge, interoperability, and more \u2013 over the coming months. Stay tuned.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/app.intercom.com\/admins\/sign_up?utm_source=Intercom&amp;utm_medium=blog&amp;utm_content=post\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31622\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA.png\" alt=\"\" width=\"2352\" height=\"820\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA.png 2352w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA-300x105.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA-700x244.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA-768x268.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA-1536x536.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA-2048x714.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/10\/Get-started-with-Fin-CTA-1320x460.png 1320w\" sizes=\"auto, (max-width: 2352px) 100vw, 2352px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>At Pioneer we shared our vision for the future: a single, unified Customer Agent, capable of handling the entire customer experience.\u00a0Learn how to prepare for this inevitable and exciting future.<\/p>\n","protected":false},"author":476,"featured_media":31596,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3,4],"tags":[25443,25323,25441],"coauthors":[24858],"class_list":["post-31595","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","category-news","tag-customer-agent","tag-pioneer","tag-pioneer-2025"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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