Fin

## What is Fin?

Fin is an AI-powered customer service agent developed by Intercom, designed to autonomously resolve customer queries across every support channel. Positioned as the #1 AI agent for customer service, Fin is built to handle everything from simple FAQs to the most complex, multi-step customer interactions. Powered by the proprietary **Fin Apex 1.0** model — described as the highest-performing and fastest model purpose-built for customer service — Fin represents a new generation of AI that goes far beyond basic chatbots. With a resolution rate that has grown from 23% to an impressive 71% since launch, Fin is rapidly becoming the go-to solution for businesses looking to scale their support operations without sacrificing quality.

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## Key Features

Fin is built around a continuous improvement loop called the **Fin Flywheel**, which consists of four core stages:

- **Train:** Businesses can train Fin using their own internal procedures, knowledge bases, and policies, allowing the agent to accurately handle even the most nuanced and complex customer queries.

- **Test:** Before going live, Fin offers fully simulated customer conversations, giving support teams complete visibility into how the agent will behave in real-world scenarios — eliminating surprises post-launch.

- **Deploy:** Fin can be deployed across every major support channel simultaneously, including voice, email, live chat, and social media, ensuring a consistent and seamless customer experience no matter how customers choose to reach out.

- **Analyze:** AI-powered Insights continuously monitor Fin's performance, surfacing opportunities to improve resolution rates and enhance the overall customer experience over time.

Additional standout features include:

- **Rapid setup** — fully operational in under an hour
- **Helpdesk integration** — works seamlessly with existing platforms including Salesforce, HubSpot, Intercom, and more
- **Smart escalation** — automatically routes unresolved queries to human agents based on existing assignment rules
- **Outcome-based pricing** — starting at just $0.99 per resolved outcome, with a free 14-day trial available
- **Enterprise-grade compliance** — certified with ISO 27001, ISO 27018, ISO 27701, GDPR, and CCPA

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## What Makes Fin Unique

What truly sets Fin apart from competing AI agents is the **Fin AI Engine™** — a patented AI architecture specifically engineered for the demands of complex customer service environments. Unlike generic large language model (LLM) deployments, the Fin AI Engine™ operates through a sophisticated six-stage pipeline:

1. **Refine the query** to optimize comprehension before generating a response
2. **Retrieve relevant content** using the proprietary `fin-cx-retrieval` model to search across all knowledge sources
3. **Rerank for precision** using the `fin-cx-reranker` model to score and prioritize the most accurate content
4. **Generate a response** via Fin Apex 1.0, applying configured business policies to produce accurate, contextual answers
5. **Validate accuracy** to ensure every response meets safety and quality standards
6. **Optimize the engine** continuously to improve coverage, efficiency, and precision over time

This layered, purpose-built architecture means Fin consistently outperforms competitors in head-to-head resolution rate benchmarks — winning every bake-off it enters according to independent customer testing.

Behind the technology is **The AI Group**, an expert team of over 60 machine learning scientists, engineers, and designers dedicated solely to advancing Fin's capabilities. Their ongoing research and innovation ensure Fin remains ahead of the curve in an increasingly competitive AI landscape.

Real-world results speak for themselves: Lightspeed's Vice President of Global Support reports that Fin is now involved in 99% of conversations and successfully resolves up to 65% of them end-to-end — including complex cases that once required human intervention.