Intercom Fin
Intercom's CX agent (now branded Fin / Fin AI Agent on fin.ai) that retrieves answers from customer knowledge and Procedures, validates them, takes actions in external systems, escalates to human agents in the customer's preferred inbox, and runs across voice, email, chat and social.
Description
Fin is Intercom's AI customer-service agent. Vendor documentation describes a four-stage processing pipeline (refine query, retrieve with proprietary `fin-cx-retrieval`, rerank with `fin-cx-reranker`, validate accuracy) powered by 'the patented Fin AI Engine'. Fin uses customer Procedures, knowledge and policies; takes actions in external systems; and escalates to human agents in the customer's inbox of choice. Pricing is outcome-based (pay only on full resolution or successful Procedure execution).
Solution
Per-message pipeline: refine query, retrieve with `fin-cx-retrieval`, rerank with `fin-cx-reranker`, validate accuracy, then either produce a direct answer, execute a Procedure (which can update external systems), or escalate to a human agent in the customer's preferred inbox. Multi-channel: tickets, email, live chat, WhatsApp, SMS, voice and social.
Primary use cases
- AI customer-service agent across voice, email, chat and social
- Procedure-driven multi-step support workflows with outcome pricing
- knowledge-grounded answers via proprietary retrieval and reranker
- escalation to human agents in the customer's preferred inbox
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Diagram, neighbourhood map, code examples, related patterns and full provenance.