New at Intercom

Gather more information with Fin AI Agent before handing the conversation over to a teammate

Julia avatar
Shared by Julia • June 12, 2024

With Fin AI Agent, you are now able to choose to collect more information when a customer asks to speak to the team.

When collecting more information Fin may also provide an additional answer—increasing the likelihood of a self-serve resolution. The extra information will also provide more context when the conversation is handed off to a teammate—improving agent efficiency and effectiveness.

Insider knowledge 🔍 Before launch we tested this feature extensively—observing an increase in answer rate, confirmed resolutions, and CSAT.