{"id":31863,"date":"2026-03-10T19:05:25","date_gmt":"2026-03-10T19:05:25","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31863"},"modified":"2026-03-10T19:06:25","modified_gmt":"2026-03-10T19:06:25","slug":"fin-product-updates-february-recap","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/","title":{"rendered":"Fin Product Updates: February recap"},"content":{"rendered":"<p class=\"p1\"><span class=\"s1\">Every update this month removed a specific constraint on what teams can do with Fin.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Most Agents look impressive in demos and disappoint in production. The gap is almost always the same: complexity, control, and confidence. Can it handle the query that actually matters? Can it sound right on a call? Can your team deploy it without filing an engineering ticket? Can your managers understand what it&#8217;s doing?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This month, we shipped answers to all four. Here&#8217;s what we built.<\/span><\/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=\"Fin Product Updates EP 03 - Feb 26 Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/r1fg77qw03?web_component=true&amp;seo=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<h2 id=\"procedures-and-simulations-051\"><span style=\"font-weight: 400;\">Procedures and Simulations (0:51)<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The hardest problem in AI-powered customer service isn&#8217;t answering FAQs. It&#8217;s handling complex queries: billing refunds, multi-step flows with real business logic, actions that carry consequences if Fin gets them wrong.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now, it\u2019s much easier to build and manage Fin for complex queries without needing an engineer. You can write in natural language, test every step in simulation, and deploy with confidence.<\/span><\/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=\"Procedures_Clip Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/zwqhrtlux2?web_component=true&amp;seo=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script><span style=\"font-weight: 400;\">The workflow starts with AI drafting the procedure from your existing source material. You edit in natural language, with structured hooks to pull in live data, apply business logic, and add code for deterministic control where you need it. That&#8217;s how you handle multi-step flows with the precision that matters when things go wrong.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simulations are the test environment. Define a test case, pass in the data Fin would receive in a real conversation, and watch it work through each step. You see what Fin is doing, why, and whether it&#8217;s meeting the criteria you set. Full transparency at every point. I&#8217;ll be honest: watching Fin nail one of these is genuinely satisfying \u2013 there&#8217;s a particular confidence that comes from seeing the thing work before it goes anywhere near a customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Find out more about the latest Procedures and Simulations at <\/span><a href=\"http:\/\/fin.ai\/procedures\"><span style=\"font-weight: 400;\">fin.ai\/procedures<\/span><\/a>.<span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/fin.ai\/procedures\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-31865 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM.png\" alt=\"\" width=\"1900\" height=\"1258\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM.png 1900w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM-300x199.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM-700x463.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM-768x508.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM-1536x1017.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Screenshot-2026-03-09-at-8.20.10-PM-1320x874.png 1320w\" sizes=\"auto, (max-width: 1900px) 100vw, 1900px\" \/><\/a><\/p>\n<h2 id=\"fin-voice-three-major-updates\"><span style=\"font-weight: 400;\">Fin Voice: Three major updates<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When something&#8217;s wrong in a chat conversation, a customer might not notice for several exchanges. On a call, they notice in the first sentence. Every detail of how Fin sounds matters: the pronunciation of a brand name, how it handles background noise, whether it sounds like it belongs to your company at all. Three updates this month:<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Pronunciation rules (4:18)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Fin has high out-of-the-box pronunciation accuracy. But it doesn&#8217;t know your brand \u2013 your product names, your industry terminology, the specific way your company uses certain words. That gap matters more than people expect. Mispronouncing a brand name on a customer call isn&#8217;t a small thing. It&#8217;s the first thing the customer tells someone about.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Alihan Zinna, Staff ML Scientist, demoed this with an IKEA scenario. Without pronunciation rules, Fin got both &#8220;IKEA&#8221; and a product name wrong. After adding rules, both were corrected and delivered naturally.<\/span><\/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=\"FinVoice_IkeaExample Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/brfqp8abm0?web_component=true&amp;seo=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script><\/p>\n<h3><span style=\"font-weight: 400;\">2. New natural voices (5:48)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We&#8217;ve added 11 new voices designed to match a range of brand tones. The goal is straightforward: a higher chance you&#8217;ll find a voice that actually sounds like it belongs to your company, not to a generic AI assistant.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. Background noise reduction (6:28)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">People call from airports, shops, and busy offices. Fin now monitors background noise continuously and increases noise reduction when the environment demands it. No configuration needed. As Alihan put it, <\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">\u201cThis is one of those things customers really notice when it&#8217;s not working. The goal was to make it invisible. That&#8217;s what we built.\u201d<\/span><\/p><\/blockquote>\n<h2 id=\"shopify-setup-experience-821\"><span style=\"font-weight: 400;\">Shopify setup experience (8:21)<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Fin started as a Service Agent, but is becoming a Customer Agent \u2013 one unified AI agent working across the entire customer lifecycle, not just handling inbound support, but contributing to sales, to revenue, to the moments that matter before a customer ever has an issue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The new Shopify setup is a clear step toward that.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A Shopify store can have thousands of products, each with variants and shifting inventory. Connecting all of that to an Agent has historically been painful. Robert Davitt and his fellow product engineers removed that hassle.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-31866\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote.png\" alt=\"\" width=\"1680\" height=\"944\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote.png 1680w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote-700x393.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote-1536x863.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Fin_ShopifyQuote-1320x742.png 1320w\" sizes=\"auto, (max-width: 1680px) 100vw, 1680px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Three steps. First, connect your store. Second, install the Messenger directly in Shopify \u2013 no code, a few clicks. Third, deploy Fin. Total time: under two minutes. We timed it live.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What that unlocks is significant. In the demo, a first-time snowboarder asked for product recommendations. Fin searched the catalog, reasoned about what attributes matter to a beginner (there&#8217;s no &#8220;beginner&#8221; tag in the catalog), personalized recommendations by height and weight, and added a board to the cart.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Robert shared a real customer example that says it better than any demo. A store updated their website copy to promote a sale. Fin picked up on that context and started proactively recommending sale items, nudging customers to add more to their cart to avail of a discount. No extra configuration. Fin read the situation and acted on it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Three steps and you have a shopping assistant that knows your store in real time and sells on your behalf.<\/span><\/p>\n<h2 id=\"helpdesk-improvements-1231\"><span style=\"font-weight: 400;\">Helpdesk improvements (12:31)<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Fin works with any helpdesk. But many of our customers prefer to consolidate and take advantage of Fin&#8217;s native integration with the Intercom helpdesk. We&#8217;ve shipped 19 helpdesk improvements in 2026. Two from this month worth highlighting:<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">11 new call metrics<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Hold time, outbound dial time, missed and declined calls, call terminating party, and more. These metrics allow teams to analyze their workload distribution and call handling quality in detail.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-31867\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-scaled.png\" alt=\"Fin Voice call metrics\" width=\"2560\" height=\"1439\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-scaled.png 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-700x394.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-1536x864.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-2048x1152.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/CallMetrics-1320x742.png 1320w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">Holiday office hours<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Teams no longer need to manually update office hours for every public holiday. This was the most upvoted request in our community. We shipped it.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-31868\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-scaled.png\" alt=\"Holiday Office Hours Fin Product Update\" width=\"2560\" height=\"1435\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-scaled.png 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-300x168.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-700x392.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-768x430.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-1536x861.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-2048x1148.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/HolidayOfficeHours-1320x740.png 1320w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<p>\u2022\u2022\u2022<\/p>\n<p><span style=\"font-weight: 400;\">Every update this month removed a specific constraint on what teams can do with Fin: the complexity ceiling in automation, the quality ceiling in voice, the setup barrier in Shopify, the operational overhead in the helpdesk.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Finally, we end our Product Updates with a Star Wars crawl of 22 more updates.<\/span><\/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=\"ProductUpdate_Scroll Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/6msqmw07rj?web_component=true&amp;seo=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script><\/p>\n<p><span style=\"font-weight: 400;\">All these features are live and available now. Take a closer look at <\/span><a href=\"http:\/\/fin.ai\/updates\"><span style=\"font-weight: 400;\">fin.ai\/updates<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">More to come. Back next month.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the past four weeks, we&#8217;ve shipped major improvements to Procedures and Simulations, enhanced the Fin Voice experience, and made it significantly easier to set Fin up as a personalized shopping assistant.<\/p>\n","protected":false},"author":128,"featured_media":31869,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,4,5],"tags":[25444,547,18177],"coauthors":[432],"class_list":["post-31863","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-news","category-product-and-design","tag-procedures","tag-product","tag-tools"],"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 Product Updates: February recap - The Intercom Blog<\/title>\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\/fin-product-updates-february-recap\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Fin Product Updates: February recap\" \/>\n<meta property=\"og:description\" content=\"Over the past four weeks, we&#039;ve shipped major improvements to Procedures and Simulations, enhanced the Fin Voice experience, and made it significantly easier to set Fin up as a personalized shopping assistant.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/\" \/>\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:published_time\" content=\"2026-03-10T19:05:25+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-10T19:06:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1778\" \/>\n\t<meta property=\"og:image:height\" content=\"830\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Brian Donohue\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@brian_donohue\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Brian Donohue\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/\"},\"author\":{\"name\":\"Brian Donohue\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/e5c80d2b7f38ee19419b225376b0ad74\"},\"headline\":\"Fin Product Updates: February recap\",\"datePublished\":\"2026-03-10T19:05:25+00:00\",\"dateModified\":\"2026-03-10T19:06:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/\"},\"wordCount\":980,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2056\\\/03\\\/Option2_Expanded.png\",\"keywords\":[\"procedures\",\"Product\",\"tools\"],\"articleSection\":[\"Customer Service\",\"News &amp; Updates\",\"Product &amp; Design\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/\",\"name\":\"Fin Product Updates: February recap - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2056\\\/03\\\/Option2_Expanded.png\",\"datePublished\":\"2026-03-10T19:05:25+00:00\",\"dateModified\":\"2026-03-10T19:06:25+00:00\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/fin-product-updates-february-recap\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2056\\\/03\\\/Option2_Expanded.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2056\\\/03\\\/Option2_Expanded.png\",\"width\":1778,\"height\":830,\"caption\":\"Fin Product Updates_CoverImage\"},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"name\":\"The Intercom Blog\",\"description\":\"Articles and Podcasts on Customer Service, AI and Automation, Product, and more\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\",\"name\":\"The Intercom Blog\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"width\":1000,\"height\":1000,\"caption\":\"The Intercom Blog\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/intercominc\",\"https:\\\/\\\/x.com\\\/intercom\",\"https:\\\/\\\/www.instagram.com\\\/intercom\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/2491343\",\"https:\\\/\\\/www.pinterest.ie\\\/intercom\\\/\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCJG0MvLP03kyzzAkD-w98aQ\",\"https:\\\/\\\/en.wikipedia.org\\\/wiki\\\/Intercom_(company)\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/e5c80d2b7f38ee19419b225376b0ad74\",\"name\":\"Brian Donohue\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/e934595dabf8323f38bd151d4ab898afa497041d72ea6940e4d4d4a053a03450?s=96&d=mm&r=pgc1588f5f029173cd7fcbd9962f2a9aca\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/e934595dabf8323f38bd151d4ab898afa497041d72ea6940e4d4d4a053a03450?s=96&d=mm&r=pg\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/e934595dabf8323f38bd151d4ab898afa497041d72ea6940e4d4d4a053a03450?s=96&d=mm&r=pg\",\"caption\":\"Brian Donohue\"},\"description\":\"Brian is a VP of Product at Intercom. He's well-versed in leading teams in the product and design world \u2013 previously, he was a Director of Design at Houghton Mifflin Harcourt and Director of Consulting at Each&amp;Other.\",\"sameAs\":[\"http:\\\/\\\/www.intercom.io\",\"https:\\\/\\\/www.linkedin.com\\\/in\\\/brian-donohue-2450192\\\/\",\"https:\\\/\\\/x.com\\\/brian_donohue\"],\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/author\\\/brian_donohue\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Fin Product Updates: February recap - The Intercom Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/","og_locale":"en_US","og_type":"article","og_title":"Fin Product Updates: February recap","og_description":"Over the past four weeks, we've shipped major improvements to Procedures and Simulations, enhanced the Fin Voice experience, and made it significantly easier to set Fin up as a personalized shopping assistant.","og_url":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/","og_site_name":"The Intercom Blog","article_publisher":"https:\/\/www.facebook.com\/intercominc","article_published_time":"2026-03-10T19:05:25+00:00","article_modified_time":"2026-03-10T19:06:25+00:00","og_image":[{"width":1778,"height":830,"url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png","type":"image\/png"}],"author":"Brian Donohue","twitter_card":"summary_large_image","twitter_creator":"@brian_donohue","twitter_site":"@intercom","twitter_misc":{"Written by":"Brian Donohue","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/#article","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/"},"author":{"name":"Brian Donohue","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/e5c80d2b7f38ee19419b225376b0ad74"},"headline":"Fin Product Updates: February recap","datePublished":"2026-03-10T19:05:25+00:00","dateModified":"2026-03-10T19:06:25+00:00","mainEntityOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/"},"wordCount":980,"publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png","keywords":["procedures","Product","tools"],"articleSection":["Customer Service","News &amp; Updates","Product &amp; Design"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/","url":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/","name":"Fin Product Updates: February recap - The Intercom Blog","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/#primaryimage"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png","datePublished":"2026-03-10T19:05:25+00:00","dateModified":"2026-03-10T19:06:25+00:00","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/fin-product-updates-february-recap\/#primaryimage","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png","width":1778,"height":830,"caption":"Fin Product Updates_CoverImage"},{"@type":"WebSite","@id":"https:\/\/www.intercom.com\/blog\/#website","url":"https:\/\/www.intercom.com\/blog\/","name":"The Intercom Blog","description":"Articles and Podcasts on Customer Service, AI and Automation, Product, and more","publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.intercom.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.intercom.com\/blog\/#organization","name":"The Intercom Blog","url":"https:\/\/www.intercom.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","width":1000,"height":1000,"caption":"The Intercom Blog"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/intercominc","https:\/\/x.com\/intercom","https:\/\/www.instagram.com\/intercom\/","https:\/\/www.linkedin.com\/company\/2491343","https:\/\/www.pinterest.ie\/intercom\/","https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ","https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)"]},{"@type":"Person","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/e5c80d2b7f38ee19419b225376b0ad74","name":"Brian Donohue","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/e934595dabf8323f38bd151d4ab898afa497041d72ea6940e4d4d4a053a03450?s=96&d=mm&r=pgc1588f5f029173cd7fcbd9962f2a9aca","url":"https:\/\/secure.gravatar.com\/avatar\/e934595dabf8323f38bd151d4ab898afa497041d72ea6940e4d4d4a053a03450?s=96&d=mm&r=pg","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e934595dabf8323f38bd151d4ab898afa497041d72ea6940e4d4d4a053a03450?s=96&d=mm&r=pg","caption":"Brian Donohue"},"description":"Brian is a VP of Product at Intercom. He's well-versed in leading teams in the product and design world \u2013 previously, he was a Director of Design at Houghton Mifflin Harcourt and Director of Consulting at Each&amp;Other.","sameAs":["http:\/\/www.intercom.io","https:\/\/www.linkedin.com\/in\/brian-donohue-2450192\/","https:\/\/x.com\/brian_donohue"],"url":"https:\/\/www.intercom.com\/blog\/author\/brian_donohue\/"}]}},"jetpack_featured_media_url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2056\/03\/Option2_Expanded.png","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/31863","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/users\/128"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/comments?post=31863"}],"version-history":[{"count":0,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/31863\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media\/31869"}],"wp:attachment":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media?parent=31863"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/category?post=31863"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/tags?post=31863"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/coauthors?post=31863"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}