Fin by Intercom

An AI bot powered by GPT-4 and built for customer service

Since the arrival of OpenAI’s ChatGPT, people have been asking us "Can ChatGPT answer my customer support questions automatically?"

Today we’re introducing our new AI chatbot, Fin, powered by GPT-4. We believe it’s a paradigm shift in customer service – here’s what makes it so powerful:

Fine-tuned for support: We have extended GPT-4 with features and safeguards specifically tailored for providing customer support, where trust and reliability are paramount.

AI that you can trust: Fin provides answers based only on content in your existing Intercom help center, increasing accuracy and trustworthiness. To reinforce that sense of trust, it always links to its source articles so your customers can validate responses. It's designed to feel transparent and reassuring.

Zero setup required: What's more, our new AI chatbot requires virtually no initial setup time. It absorbs all the information in your Intercom help center and quickly becomes an expert in your product or service – immediately able to interpret customer questions, and apply its knowledge to answer those questions.

Passes harder queries to humans: Inevitably, Fin won't be able to answer all customer queries, and in those situations, it can pass harder questions to human support teams seamlessly. It doesn't work in a silo, but effectively as part of the customer service team.

We designed it to run using the information that already exists in your help center. It will consume your existing help center articles, and use the information to answer customer questions directly.

When asked a question, Fin will then use its AI to rephrase the information from the article into a natural sounding answer to the customer’s question, automatically. And, when you update an article, Fin’s reply will update almost immediately.

This provides a way for businesses to actually leverage the benefits of modern AI in a safe and predictable manner – you have a high degree of control over what the AI chatbot can say.

If someone asks a question that isn’t covered in your help center, it will say it doesn’t know the answer – which might seem simple, but this is a really important feature, helping to improve its predictability and trustworthiness for users.

We have also designed a new user interface for our AI chatbot with trustworthiness in mind, so the answer clearly links to the source article when an answer is given. Again, this helps build trust for users.

It’s an extraordinary time in the field of AI, and customer support is particularly well-suited to taking advantage of these large language models. We’re so excited to be at the leading edge here, building better and better implementations of AI into the customer service experience. Fin is just the beginning.

Head on over to our website to learn more and sign up to join the waitlist.