Developer - Intercom, Inc.
intercom.com/support-for-agents/ai-copilot
intercom.com/copilot
Printable View
"Introducing Fin AI Copilot: Increase agent efficiency by 31%"
Intercom is leading the industry into a new era of AI-first Customer Service, and today we’re excited to reveal our latest breakthrough innovation – Fin AI Copilot.
by Alissa Tyrangiel
April 10, 2024
https://youtu.be/XYK2VI_MbSk?si=xUZ7lqeLgVrkZQwP
Fin AI Copilot by Intercom: an AI assistant for every support agent
Apr 10, 2024
Quote:
Intercom’s Fin AI Copilot gives every support agent a personal AI assistant. Fin works with your agents directly in the inbox, generating expert answers from conversation history and any internal or external content source. With Fin AI Copilot, your team can work smarter, faster, and deliver truly remarkable customer experiences.
The best answers from conversation history
Fin AI Copilot can generate answers using your agents’ conversation history–customizing and personalizing every answer to suit the current conversation. Choose exactly which conversation history is used, so Fin only learns from your most experienced and knowledgeable agents.
Trusted answers from any content source
Fin pulls the most relevant information from your help center, internal articles, public URLs, PDFs, and even syncs with Notion, Guru, or Confluence–to generate the best possible answer, every time.
Fin provides links to the top relevant sources with every answer, so agents can access, browse, and validate answers–directly in the inbox.
Expert training, troubleshooting, and guidance
Fin can help agents figure out next steps, troubleshoot issues, and answer follow-up questions they would normally need a colleague or manager to answer.
Fin can help onboard and train new agents faster using internal training materials and past agent conversations – if an agent needs help or doesn't know what to do next, just ask Fin.
Deep insights. Complete oversight.
Keep an eye on how support teammates are using Fin, so you can evaluate the quality of answers and support interactions.
Set permissions for which content and conversations Fin can pull from–either as a bulk action or as you publish new materials.
https://youtu.be/yzdzJF4KcVo?si=tfx38N7EtnemPNrf
A demo of Intercom's Fin AI Copilot: an AI assistant for every support agent
Apr 10, 2024
https://youtu.be/DV6RK_-qGkQ?si=79cxwvPWdK_dSygR
How Fin AI Copilot changes the game for support teams
Apr 11, 2024
https://youtu.be/ijdtzbDvQfM?si=1IYjVIrZ-PMg_QMv
Meet Intercom’s AI Agent: Fin
Apr 11, 2024
Quote:
Fin is Intercom's AI Agent. Powered by your own support content, it gives your customers safe and accurate answers to their queries, seamlessly passing to your team when needed.
Resolve at least fifty percent of support conversations instantly, freeing up your team to focus on more complex issues.
https://youtu.be/aOtvkS0Kyuk?si=Q7dM1Ec_TYCAEZSL
Configuring Fin AI Agent’s behavior
Apr 11, 2024
Quote:
Workflows gives you the best control and flexibility over your customers’ experience with our AI Agent, Fin, including when to say hello, when to say goodbye, and everything in between.
Article "Intercom’s new Fin AI Copilot gives customer service agents their personal AI assistant"
by Ken Yeung
April 10, 2024