Ask an AI chatbot to check an order's status, and most manage it. Ask the same chatbot to cancel that order, issue the refund, and update the account on file, and most stop at a link to a support article. That's the real difference between an AI agent that answers questions and one that resolves them: the second kind reads live account data, calls the same systems your support team uses, and finishes the request.
Fin, Intercom's AI agent, resolves an average of 76% of support conversations without a human agent. Those resolutions aren't limited to simple lookups. Fin processes refunds, cancels subscriptions, updates account details, and works through multi-step disputes until they're actually closed.
Fin AI Agent's Average Resolution Rate
How an AI agent takes action instead of just retrieving information
Fin connects to the same backend systems your support team already uses. Shopify and Stripe have ready-made data connector templates that handle common actions automatically, like checking an order's status or looking up a payment.
Any other system with an API connects the same way, through a no-code data connector configured with its HTTPS endpoint. Billing platforms, internal tools, and custom carts all work this way. Fin can also connect through MCP, the protocol used for tools like Linear.
Once connected, Fin doesn't just read data. It writes back to it. A customer asking for a refund gets the refund processed, not a link to a refund policy article.
The tasks people actually mean when they say "take action"
Order tracking and returns. Password resets and billing changes. Cancellations and subscription changes. These are the specific tasks people ask about when they're evaluating whether an AI agent can really handle support, not just answer questions about it.
For Fin, each of these runs through the same mechanism: a data connector reads the account or order record, confirms what the customer wants, and writes the change back.
An ecommerce brand connects its Shopify store, and Fin checks an order's status, processes a full or partial refund, and updates a shipping address before the order ships. A subscription business connects its billing system, and Fin pauses a subscription, applies a credit, or works out why a charge appears twice, then fixes it. A gaming company connects its account system, and Fin recovers a locked account or processes an in-game refund.
None of this requires migrating platforms. Fin runs the same way on Intercom or on an existing helpdesk like Zendesk, Salesforce, or Freshdesk.
Multi-step workflows and dispute resolution
Simple actions are one part of this. Multi-step workflows are where an AI agent needs to hold context across several exchanges, adapt when a customer changes the request mid-conversation, and still land on the right outcome. This is where FAQ bots run out of road.
Intercom builds these as Procedures: workflows written in natural language, the way you'd train a new teammate, with branching logic for edge cases and system connections built in. At Kajabi, Procedures connected to Stripe resolved 4,803 conversations at a 65% resolution rate and an 88% CSAT score. Chrystle Blake, Kajabi's Director of CX Knowledge & Operations, said connecting Fin to third-party APIs "felt like a real step forward."
Before a Procedure goes live, it runs through Simulations, where Fin plays out real customer scenarios against the workflow so failures get caught before a real customer hits them.
FAQs
A chatbot answers from a knowledge base. An AI agent connects to your backend systems, reads the record, and writes the change back. It cancels the order or updates the account directly instead of explaining how to do it.
Yes, once it's connected to the systems that hold that data. Fin connects to Shopify, Stripe, and other ecommerce and billing platforms through data connectors, then checks order status, processes returns and refunds, and updates account details directly.
Yes. Once Fin is connected to a billing or subscription system, it can cancel a subscription, apply a credit, or correct a billing discrepancy without a handoff to a human agent.
Both. Fin can be configured to only retrieve information, or to take action directly in a connected system such as Stripe, Shopify, or a custom tool reached over its API, like processing a refund or updating a record.
Fin runs these as Procedures: natural-language workflows with branching logic that adapt when a customer changes their answer mid-conversation instead of following a fixed script.
Fin resolves an average of 76% of support conversations without a human agent. Resolution rates vary by industry. Ecommerce brands with data connectors and Procedures configured well often see 85% or higher.
Watch Fin resolve a real support ticket
See how Fin connects to your systems and finishes the task instead of just answering the question.