Fin by Intercom

Introduction

Fin by Intercom is a pioneering AI tool that enhances customer support services by providing quick and accurate responses to customer queries. The advanced natural language bot can understand complex questions, ask for further clarity, and converse with customers seamlessly on multiple platforms.

Fin is unique because it can read any public support content, including URLs, FAQs, and articles, and answer customer queries based on the information available. Fin ensures its responses are relevant and based on available support content. The tool's Conversations in the Inbox helps support teams monitor all of Fin's responses. Fin can prioritize the most significant questions utilizing Custom Answers, providing bespoke responses that are specific to the customer's query, even for complex issues, and seamlessly pass them on to human support teams, providing the best possible customer service experience.

Fin currently works only in English, but its ability to resolve issues in up to 43 languages supported by Intercom makes it an excellent choice for global businesses. Fin is easy to use, and its deployment does not require any training, setup, or new bot paths. With the ability to work on multiple platforms such as Intercom Messenger, WhatsApp, and SMS, Fin ensures excellent efficiency and customer satisfaction.

TLDR

Fin by Intercom is an innovative AI tool that helps businesses to improve customer support services' efficiency. The advanced natural language bot can read any public support content and provide exceptional customer service. Fin's Custom Answers implementation helps to prioritize complex questions, delivering bespoke responses that are specific to the customer's query. It can work on multiple platforms, including Intercom Messenger, WhatsApp, or SMS. The pricing is $1.90 USD per resolution, ensuring that customers only pay for what they care about the most - resolving customer queries. Fin is priced at cost, allowing Intercom customers to lead in AI customer service by keeping it affordable.

Company Overview

Fin by Intercom is a cutting-edge AI tool designed to enhance customer support services by providing immediate, accurate responses to customer queries. As a natural language bot, Fin has the ability to comprehend complex queries, ask further questions for clarity, and converse with customers seamlessly on different platforms.

One of the unique features of Fin is its ability to read any public support content, ranging from FAQs to articles and even URLs, and answer customer queries based on the available information. Built-in safeguards ensure that Fin provides responses solely based on the available support content, and the tool's Conversations in the Inbox allows support teams to monitor all of Fin’s responses.

Moreover, Fin can easily prioritize the most important questions by utilizing Custom Answers, which provide bespoke responses that are specific to the customer's query. This ensures that even complex issues can be triaged and seamlessly passed on to human support teams, to provide the best possible customer service experience.

Currently, Fin is only operational in English. Its ability to resolve issues in up to 43 languages supported by Intercom is, however, a significant advantage and makes it an excellent option for businesses with a global reach. Fin's resolution rates are constantly improving as it adapts to changes and upgrades to support content.

Fin's ease of use is also a significant advantage as its deployment does not require any training, setup, or new bot paths. With its capability to work on multiple platforms such as Intercom Messenger, WhatsApp, SMS, and others, Fin can effortlessly keep customer conversations flowing, improving efficiency and customer satisfaction.

In summary, Fin by Intercom is an innovative AI tool designed to help businesses boost customer service efficiency and provide customers with fast, accurate responses. Fin's ability to read multiple formats of support content, triage complex issues, and prioritize customer queries guarantees excellent customer service outcomes.

Features

Multi-Source Ingestion

Built-In Content Safeguards

With Fin by Intercom, you can easily and quickly ingest content from multiple sources in one go. Fin’s built-in safeguards ensure that it will only answer questions based on your support content. This feature is especially useful for businesses with a vast repository of customer support documents, making sure that Fin only provides the most accurate answers available.

Automatic Language Detection

Fin can automatically detect a customer’s language and resolve issues in any of the 43 languages currently supported by Intercom. This makes Fin a versatile tool that can communicate easily with customers, no matter the language they speak.

Seamlessly Integrate with Intercom Articles, Zendesk Help Center, or Any Public URL

Fin can read any public support content—even just a page of FAQs. From Intercom Articles, Zendesk Help Center, or any public URL, Fin can quickly ingest content from multiple sources at once, providing accurate responses to customer inquiries.

Custom Answers

Bespoke Answers to Your Most Important Questions

With Custom Answers, you can create bespoke answers to your most important questions, and Fin will prioritize them over its AI Answers. This is a unique feature of Fin that empowers businesses to customize their customer experience, directing Fin to answer critical inquiries or urgent matters more accurately, providing a seamless customer support experience.

Improved Resolution Rates

Fin’s resolution rates will evolve and get better over time as support content gets better and more accurate. This feature is especially beneficial as businesses are constantly producing up-to-date content to fit the ever-changing needs of their customers.

Effortless Customer Experience

Immediate Response

Fin starts answering customer questions immediately, taking the pressure off of businesses to train or configure the bot's system. Fin is a plug-and-play solution that can assist your customer inquiries in seconds.

Seamless Triage Complex Problems

Fin can triage complex problems and seamlessly pass them to your human support teams—so your customers get the best possible experience. This feature helps businesses in managing their inquiries as it ensures that the right people handle the right tasks, leading to a more effective customer support system overall.

Flexible Communication Channels

Fin can effortlessly keep conversations going wherever your customers are—Intercom Messenger, WhatsApp, SMS, and more. With this feature, businesses can be where their customers are, able to help them regardless of the platform they are using. This makes communication between businesses and their customers even more accessible.

Pricing

The Fin AI tool by Intercom is priced on a unique usage feature measured in Resolutions. This allows Intercom customers to pay only for what they care about most; resolving customer queries. Each Fin AI resolution costs $1.90 USD and allows customers at least 24 hours to respond to the last AI answer before it is considered exiting a conversation. Customer confirmation of an AI answer's satisfaction can be made by pressing the 'That helped 👍' quick reply or entering an affirmative response, such as 'Yes', 'Sure', etc. Further assistance is required when a customer presses the 'Get more help' quick reply or enters a response that suggests their query is unresolved, including asking clarifying questions or asking to speak to a support representative.

Intercom empowers its customers to be first movers and leaders in AI customer service by pricing Fin at cost. Fin AI Resolutions in addition to those included in a customer's contract are billed each month on their usual billing date. It's important to note that the resolution figure that appears on a customer's Subscription page and invoice may be up to 72 hours old relative to the in-product reporting. Any Resolutions omitted from an invoice due to this delay will appear on the subsequent invoice.

It's also important to note that customers are only charged for one resolution per conversation during a billing period, even if Fin resolves multiple queries in that conversation. If a support representative joins a conversation where Fin has previously provided an AI answer, it will still be considered a Resolution if the support representative replies to the conversation after the customer confirms the AI answer's satisfaction or after the customer exits the conversation without requesting further assistance.

Customers who don't have Fin AI answers enabled on their workspace will not experience any change in their billing. However, for those who do, both Custom Answers (formerly Resolution Bot) and AI Answers may be involved in a conversation. Custom Answers are given priority over AI Answers, and customers are only charged for a Resolution when the last answer provided was a Fin AI answer.

In summary, Intercom's Fin AI tool is priced to ensure that customers only pay for what they care about most; resolving customer queries. At $1.90 USD per resolution, customers can validate an AI answer's satisfaction by pressing a quick reply or entering an affirmative response. Intercom encourages its customers to be first movers and leaders in AI customer service by pricing Fin at cost.