Intercom’s Fin AI Copilot gives every support agent a personal AI assistant. Fin provides instant answers, so your team can stop wasting time and focus on what really matters: forging deeper relationships with customers.
Fri 1 March 2024
We’ve been in the customer service business since 2011, and in that time we’ve learned a lot from you, our customer service experts.
You told us that your agents spend too much time searching for answers in an endless loop of different sources like help center or internal articles, past conversations, or external content libraries. You told us about the struggle your agents face when troubleshooting complex issues, and the overwhelming amount of information they need to sort through when training and onboarding.
We’re here to tell you that it doesn’t have to be this way. AI is changing everything.
Fin AI Copilot gives every agent their own personal AI assistant. Fin can find information, help solve problems, and complete all of those time-intensive tasks in seconds. And you can trust the answers Fin provides are accurate because it pulls from your support materials, wherever they are.
We’re building a world where every agent becomes a superagent with an AI Copilot by their side. An AI Copilot that’s connected to the entire platform, is constantly learning, and can proactively problem solve alongside your human agents in real time. So your agents can onboard faster, work more efficiently, and spend more time focused on what really matters: building deeper, lasting customer relationships.
Fin can help agents figure out next steps, troubleshoot issues, and answer follow-up questions they would normally need a colleague or leader to answer.
Fin can help onboard and train new agents faster using internal training materials and past agent conversations—if an agent needs help or doesn't know what to do next, just ask Fin.
Fin is the only AI assistant that can generate answers using your agents’ conversation history–customizing and personalizing every answer to suit the current conversation.
Choose exactly which conversation history is used, so Fin only learns from your most experienced and knowledgeable agents.
Fin pulls the most relevant information from your help center, internal articles, public URLs, PDFs, and even syncs with Notion, Guru, or Confluence to generate the best possible answer, every time.
Fin provides links to the top relevant sources with every answer, so agents can access, browse, and validate answers directly in the inbox.
Keep an eye on how support teammates are using Fin, so you can evaluate the quality of answers and support interactions.
Set permissions for which content and conversations Fin can pull from–either as a bulk action or as you publish new materials.
Our Lightspeed customer service agents are dramatically more efficient when using Fin AI Copilot. In testing, agents using Fin AI Copilot were able to close 31% more customer conversations daily, compared to agents not using Fin AI Copilot.
Fin is just one of the powerful tools for agents, which also includes tickets, phone and a collaborative shared inbox.
