FinAI Support Agents tool

Fin is an AI agent for customer service, built by Intercom. It reads a company's help center, past conversations, internal docs and connected knowledge sources, then answers customer questions in natural language and takes actions such as looking up orders, updating accounts or triggering workflows. Conversations it cannot resolve are handed to a human agent with full context attached.

Fin works across live chat, email, phone and messaging channels, and can sit on top of an existing help desk — including Zendesk, Salesforce and Intercom — rather than requiring a full migration. Teams control its behaviour with guidance rules, guardrails and testing tools, and can review every answer it gives through an analytics layer that reports resolution rate, deflection and customer satisfaction.

Pricing is outcome-based: companies pay per resolved conversation rather than per seat, which suits support teams whose volume is spiky or growing faster than headcount. It fits startups that want 24/7 first-line coverage without hiring, as well as larger support organisations looking to cut cost per ticket while keeping humans on complex cases.