In August 2025, we announced our intention to fine-tune and use our own customer support specific Al models for Fin. Since then, we have released a number of custom models, the fin-cx models, the latest model being Fin Apex 1.0. Fin Apex 1.0 is built on a large open-weight model, post-trained on anonymised Customer Data, using an in-house reinforcement learning approach.
The fin-cx models are trained using anonymized Customer Data from active Customer workspaces, which helps Fin deliver faster, more accurate answers for your team. Customer Data remains private, secure, and is used solely to improve model performance for Fin Al Agent.
We understand that some customers don't want their anonymized Customer Data used for Al training and
fine-tuning. For this reason, we offer an opt-out which Customers can request at any time by following the process outlined below.
How to request an opt-out
If you want to opt out of AI model training and fine-tuning, you can request an opt-out through Settings > Security > Workspace.
For customers on a contract, your Relationship Manager will take you through the opt-out process, as well as supporting any additional questions you may have.
We will process all customer opt-out requests within 30 days of the submission of your request. Once the opt-out is granted we will not use your Customer Data for the creation of any further training data.
Note: By opting out you may not benefit from Fin performance improvements delivered by our Al models.
FAQs
What if I previously opted out of AI model training and fine-tuning?
Customers who were previously granted an opt-out will continue to have their Customer Data excluded from any AI model training data. This includes all existing customers who have signed a Master SaaS Subscription Agreement (MSSA), Business Associate Agreement (BAA), customers who are on our EU or AU regional hosting plans and trial accounts.
Can I opt-in to AI model training and fine-tuning in the future?
Yes, you can opt back in through your workspace security settings, or by contacting our support team.
Where are these custom models fine-tuned and hosted?
All of the current fin-cx models are based on open source (weight) models and the training and hosting takes place within our AWS infrastructure.
Can I select which models are used to power Fin?
No, customers aren’t able to select which AI models Fin uses to provide the Services. Intercom uses a mixture of models to ensure that Fin delivers the best performance possible for our Customers.
Can you provide more detail on what you mean by anonymized data?
The meaning of “anonymized data” can differ depending on the relevant data protection laws that apply to your business. When we refer to anonymized Customer Data, we mean that we will remove direct and indirect identifiers of natural persons, so that individuals cannot be identified from the training data, as well as removing any customer specific references such as company name or address. De-identification is completed prior to any model training. We will continue to treat the anonymized training data as being subject to GDPR, and subject to our obligations to you as Processor of your Customer personal data.
Are the fine-tuned models capable of reproducing training data?
Our testing indicates it is not possible, using reasonable means currently available, to either: a) extract any personal data about individuals directly from the model’s architecture; or b) prompt the models in a way that would re-produce any personal data from the training data.
Training data is put through an anonymization process, running on our own infrastructure, prior to being used to fine-tune an AI model.
The models are part of Fin’s infrastructure (protected by the security measures that apply to all our proprietary technology) and are subject to Fin’s proprietary architecture (Fin AI EngineTM) which ensures that it grounds its answers in the Customer’s knowledge content.
Some of the fin-cx models are task specific, non-generative and not capable of producing text-based Output, for example Fin Retrieval Fin Reranker.
Who should I contact if I have further questions about AI model training or fine-tuning?
Please contact your Relationship Manager or speak to our support team for further information.
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