Intercom Unveils Fin AI Copilot: A Personal AI Assistant for Customer Service Agents

Intercom is enhancing customer service by integrating artificial intelligence with the launch of its Fin AI Copilot. This innovative AI assistant will support human teams as they troubleshoot customer inquiries. This release follows the introduction of the Fin AI bot over a year ago; however, unlike its predecessor, which utilized OpenAI's GPT-4, the Copilot pulls information from various sources for more accurate responses.

In a blog post, Intercom stated, “When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences. It has already assisted with over eight million queries and resolves up to 80 percent of conversations instantly.”

Fin AI Copilot streamlines the customer service process by eliminating the need for human agents to sift through multiple sources or tools, saving time and increasing response rates. The Copilot utilizes retrieval-augmented generation and semantic search capabilities to provide quick and precise answers based on past interactions. It seamlessly connects to a range of content sources, including a business’s help center, internal articles, public websites, and third-party platforms such as Notion, Guru, and Confluence.

“What I love about Fin Copilot is that all you have to do is ask a question, and Fin will automatically search our entire knowledge base, including previous conversations. It’s incredibly efficient and significantly boosts our response times and overall productivity,” said Simon Castex, Head of Tax-Coaches at Accountable.

With an AI assistant trained on company-specific data, the risk of misinformation is minimized, ensuring responses are relevant and credible. As noted by Intercom, “By leveraging your internal articles, Fin AI Copilot can provide agents with clear instructions for handling inquiries.” This function is also beneficial for onboarding new customer service team members, providing them with essential guidance during their training.

Analytics features are integrated into Fin AI Copilot, allowing administrators to monitor the responses generated by the AI, ensuring adherence to the company’s customer service standards.

Currently, Intercom’s Fin AI Copilot is in beta with a select group of customers, with general availability expected next month.