AI Live Chat Software
Fin AI Agent resolves live chat conversations in Messenger the instant they start, with a 76% average resolution rate, then hands off to your team in Intercom with the full conversation already there.
What is live chat?
Live chat software lets businesses support customers in real time through a chat widget on their website, app, or product experience. Traditional live chat routes every conversation to a human agent, so customers wait whenever your team is busy. Fin AI Agent for Live Chat resolves conversations the moment they start, answers free-form questions using your knowledge, and hands off to a human agent with full context when one is needed. Live chat becomes a resolution channel instead of another queue for your support team to manage.
Customer starts a conversation
A customer opens Messenger on your website, app, or mobile experience and asks a question in natural language. Explore every channel
Fin resolves the issue
Fin responds conversationally using your approved knowledge, citing sources and guiding the customer to resolution. Learn how Fin works
Agents step in when needed
When a customer needs human support, Fin hands off with full context, so agents never restart the interaction. See the Inbox
Instant, conversational support, without leaving the conversation
Fin resolves 76% of conversations on average, with many customers seeing over 90%, so live chat feels like a real conversation instead of a bot script.
Consistently on-brand, on every device
Customize Messenger’s tone, style, and design so every live chat reply sounds and looks like it came directly from your team.
From first reply to human handoff
Handoff
The conversations that reach your team are the hard ones Fin couldn’t close alone. Because Fin and Intercom are one system, it hands off with the full history attached, so your agent starts with context, not questions.
Human in the loop
Fin can pause mid-procedure and ask a teammate for help before continuing, without handing off the entire conversation. This is for high-risk, sensitive, or complex scenarios where you want automation most of the time but still need a human decision at key steps.
Live chat software for every support motion
Customer support teams
Resolve repetitive questions, reduce wait times, and improve support team capacity. See why teams choose Intercom
SaaS companies
Deliver in-product support so customers can get help without leaving the product experience. Explore Fin's capabilities
Ecommerce teams
Help shoppers with order status, returns, product questions, shipping, and checkout issues. Fin for ecommerce
Sales and growth teams
Use Messenger to answer buyer questions, qualify interest, and route high-intent conversations. Explore Fin for Sales
AI live chat vs. traditional chatbots
Not all automation delivers the same customer experience. Traditional chatbots rely on scripted flows and keyword matching. AI-powered live chat combines natural conversation with business context to resolve more customer questions while seamlessly handing off to human agents when needed.
| Traditional Chatbot | Fin AI Agent for Live Chat | |
|---|---|---|
| Understands natural language | No | Yes |
| Answers free-form customer questions | Limited | Yes |
| Resolves complex customer issues | No | Yes |
| Uses your knowledge base | Yes | Yes |
| Shows sources in responses | No | Yes |
| Maintains conversational context | Limited | Yes |
| On-brand tone and style | Limited | Yes |
| Seamless human handoff | Limited | Yes |
| Full conversation history for agents | No | Yes |
| Supports web, iOS, and Android | Yes | Yes |
| Learns from approved content | Limited | Yes |
| Eliminates button-based flows | No | Yes |
| Operates 24/7 | Yes | Yes |
| Helps reduce support workload | Limited | Yes |
Live chat that customers actually rate
The time savings have been huge – in the first month, we’d already saved over 1,700 hours of our team’s time. Without Fin, it would have taken us months to work through that volume. And our users appreciate the instant, accurate answers.”
Fin is now involved in 99% of our conversations, and is able to provide an answer to 95% of them – even more complex ones.”
Since the initial launch of Fin, we’ve managed to improve Fin CSAT by 60%, while also reducing response times by 38% on chat and 67% on email. Fin gives quick, accurate responses, and we have full control over how it handles conversations, including when to hand off to a human.”
Transparent pricing
Intercom with Fin
Combine Intercom with Fin for a single, fully integrated customer service platform.
Live Chat FAQs
Intercom’s live chat runs through Messenger, the AI-powered chat built natively into Intercom. Fin, the AI Agent, answers conversations the moment they start, and your team can step in at any point with full context.
Yes. Fin, the best-performing AI Agent for customer service, resolves an average of 76% of conversations across Intercom, with many customers seeing over 90%.
A standalone chat widget is a separate tool bolted onto your helpdesk, so context gets lost every time a conversation hands off. Intercom’s live chat connects to Fin first, an AI Agent that resolves the query outright or hands off to your team in the same helpdesk, with the full conversation history already in place.
Yes. Messenger delivers the same live chat experience on web, iOS, and Android, so customers get consistent support no matter where they reach out from.
Yes. You control the tone, style, and design of Messenger, so live chat conversations look and sound like they’re coming directly from your team.
Install Messenger on your website or mobile app, connect it to your help center, and set your tone of voice. Fin starts resolving live chat conversations as soon as it has content to draw on.
Fin hands off to your team with the full conversation and customer history attached, so nothing gets lost and the customer doesn’t have to repeat themselves.
