Intercom has announced a groundbreaking leap forward in customer service with the introduction of Fin AI Copilot. This innovative tool aims to revolutionize the way customer support teams operate by providing each agent with their own AI assistant directly in their inbox. Fin AI Copilot streamlines the process, making it easier and more efficient for agents to find instant, accurate answers.
“When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences. It has already helped customers with more than eight million queries and resolves up to 80 percent of conversations instantly,” says Intercom in a blog post.
Harnessing the power of past conversations
One of the most exciting features of Fin AI Copilot is its ability to leverage past conversations to generate answers. This untapped treasure trove of data is now utilized to customize and enhance responses with insights gleaned directly from the team's history. Agents can tap into the collective knowledge of their most experienced colleagues, ensuring consistently remarkable customer experiences.
Diverse content sources
Fin AI Copilot doesn't just stop at conversation history; it connects to various internal and external content sources. From help center articles to public URLs and integrated platforms like Notion and Confluence, Fin sifts through this wealth of information to deliver the best possible answers every time.
On-demand expert guidance
In addition, Fin AI Copilot can be seen as an on-demand expert for agents, providing guidance, troubleshooting, and instructions in real time. Whether handling queries or onboarding new agents, Fin is there to ensure seamless operations and continuous improvement.
Providing constant oversight
The solution provides leaders with insights into how to support teammates' utilization of the tool, continuously enhancing the quality of customer service. Managing source content is easy, allowing tailored knowledge bases to meet evolving needs.
At the beginning of last year, Intercom launched three new features built using OpenAI’s GPT-3.5 technology, the same model that powers ChatGPT.
