Customer support is hard. You have to deal with a range of questions, complaints, and requests from your customers, all while having to provide accurate and timely answers that satisfy their needs and expectations. And, you have to keep your costs low and your team happy.

But what if there was a better way? What if there was a way to provide customer support that was fast, accurate, and convenient? What if there was a way to provide customer support that used the power of conversational AI and your own support content?

That’s where Fin comes in. Fin is Intercom’s new breakthrough AI bot powered by GPT-4, OpenAI’s most advanced AI model. When Intercom released the preview version of Fin in March of 2023, it was one of the first commercial examples of what the GPT-4 engine had to offer. Fin can understand complex queries, ask clarifying questions, and provide safe and trustworthy answers based on your existing support content. Intercom claims Fin can resolve up to 50% of support inquiries automatically.

Intercom is so confident in Fin’s ability to resolve inquiries, they are actually pricing the service based on successful resolutions. At $0.99 per AI resolution, the value proposition is that when the bot is able to contain the support interaction, then businesses save money on staffing for human interactions.

How does Fin Work?

Unlike other AI bots that require training, configuration, or predefined paths, Fin works out of the box. All you need to do is point Fin to your Intercom Articles, Zendesk Help Center, or any public URL that contains your support content. Fin will automatically ingest your content and use it to answer customer questions in real time, across any channel.

Fin also gives you full control and visibility over its responses. You can create custom answers for important questions, monitor Fin conversations in the Inbox, and set resolution limits and notifications. Fin can also seamlessly hand over complex issues to your human support team, ensuring that your customers always get the best possible experience.

When Might a Services Partner Help?

As a Certified Intercom Services Partner, Vision Point Systems has helped countless Intercom customers get started with Intercom or build complex integrations and workflows. With Fin, we’re seeing the biggest challenge being around organizing or providing access to the existing support libraries that Fin requires in order to learn each company’s business and support processes. If you’re unclear about this part of the process, that’s the perfect time to contact us!

With Fin, you can dramatically reduce your support volume and resolution times, while increasing your customer satisfaction and loyalty. Fin is the ultimate customer support solution that combines the power of conversational AI with the data and knowledge base that is relevant to your organization.

If you want to learn more about Fin and how it can help you improve your customer support, schedule a meeting with our Intercom professional services team today.

Author

Andrew Ramadan

I’m a Business Development Manager at Vision Point Systems where I guide existing and potential accounts through the entire customer lifecycle, overseeing discovery to account management and ensuring they attain desired outcomes from VPS services and solutions. I also assist our executive team in developing our go-to-market strategy for our services team and solutions, developed in collaboration with our technology partners Appian, Twilio, Intercom, and AWS.

Before this role, I spent five years as a technical consultant, primarily leading software development teams building on the Appian platform.

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