Intercom

Intercom Fin AI Agent is the AI-first customer service platform from Intercom. It delivers human-quality frontline support via an AI agent that handles customer inquiries 24/7, augmented by Copilot for support agents and AI Analyst for leadership insights. It blends an omnichannel experience with a no-code automation stack, extensive integrations, and robust analytics to transform customer service operations.

How it works

1. Fin AI Agent answers customer questions across channels using your knowledge base and policies to maintain tone and accuracy.
2. Copilot assists agents in real time, enabling faster, more consistent responses.
3. AI Analyst provides holistic insights and recommendations to support leaders, helping optimize workflows and performance.
4. All three components learn from every interaction to improve over time.

Features

• AI Agent: human-quality frontline support across omnichannel touchpoints
• Copilot: instant AI-powered assistance for support agents
• AI Analyst: comprehensive AI-driven insights and recommendations for leaders
• Knowledge integration: leverages your existing knowledge base and policies to generate accurate answers
• Omnichannel delivery: support across popular channels and platforms
• Inbox: AI-enhanced inbox to boost agent productivity
• Tickets: optimized ticket handling for complex issues and collaboration
• Workflows: no-code visual builder to automate processes at scale
• AI Insights & Reporting: robust analytics across the support operation
• Outbound messaging: proactive communications to reduce inbound volume
• Apps & Integrations: 450+ apps to tailor the platform to your stack
• Customization: tone, policies, and behaviors aligned to your brand
• Pricing options: scalable plans (per resolution, per seat) and trials

Who it's for

• Customer support teams seeking faster resolution and higher CSAT
• Support leaders needing actionable insights and end-to-end automation
• Agents who want smarter tools to handle inquiries more efficiently

Core Benefits

• Human-quality service at scale
• Faster, more accurate responses
• Better agent productivity and consistency
• Comprehensive insights to optimize the entire support operation
• Seamless integration with existing help desks and tools

Safety & Best Practices

• Fin is designed to work within your policies and procedures, delivering responses in your tone of voice and following your guidelines.