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Meet Fin: Your AI Chatbot Companion - Everything You Need to Know

  • Writer: Bar Gedalyahu
    Bar Gedalyahu
  • Sep 25, 2023
  • 4 min read




The introduction of Fin, our AI chatbot, has brought a wave of excitement and curiosity. During a recent webinar, we had the opportunity to delve into the world of Fin, addressing important questions from our audience. As this field is rapidly evolving, we understand that there are many unknowns, but we're excited to share what we do know about Fin and what you can expect from this powerful tool.


Here, we'll break down some of the most pressing questions from the webinar and provide insightful answers to give you a better understanding of Fin's capabilities, privacy and security measures, content sources, customization, and more.


Fin’s Capabilities


1. How does Fin answer customer questions?


  • Fin employs the latest AI models, powered by GPT-4, to comprehend customer queries. It searches your help center for relevant content and delivers accurate responses. Fin engages in natural, conversational interactions and can ask clarifying questions to ensure accuracy. If it can't provide an answer, it seamlessly hands off the conversation to your human support team. You can also create custom answers for Fin to prioritize over AI-generated ones.


2. Which content sources are supported by Fin?


  • Fin can draw content from Intercom Articles, Zendesk Help Center (via Zendesk sync), or any public URL.


3. Can Fin ingest multiple support content sources simultaneously?


  • Yes, at launch, Fin can consume a single external content source alongside articles, with plans to support multiple external sources shortly.

4. How does Fin handle product changes or updates to support content?


  • Intercom Articles update in near real-time. Content from public URLs and other help centers can be synced manually or scheduled for periodic syncs.


5. Can I see the conversations that Fin is having with customers?


  • An Inbox view is in development to monitor Fin's conversations with customers, along with performance and usage reporting to assess ROI and effectiveness.


6. Can it help with complex products or support content?


  • Yes, Fin is designed to handle complex products and support content effectively.


7. Can you have multiple Fins for different purposes?

  • Yes, settings will allow you to create Fins targeting different audiences or specific tasks.


8. Will Fin know when to disengage?


  • Yes, Fin is adept at recognizing when it can't provide an answer and will seamlessly hand off the conversation to your support team.


9. Will Fin only be able to pull information from published articles, or also from across and past conversations?


  • Initially, Fin can pull information from public URLs, with macros and past conversations as potential future content sources.


10. Will Fin be omnichannel at launch?


  • Fin will be supported across various platforms, including Intercom Messenger, WhatsApp, Facebook Messenger, Instagram, and SMS.

11. Will Fin provide conversational responses or merely repeat article content?


  • Fin's responses are conversational, not mere repetitions of article content. It synthesizes and summarizes answers from articles in a human-like manner.


12. How does Fin handle multimedia content (images/video)?


  • Fin doesn't handle multimedia content at launch unless included in a Custom Answer. However, it can link to articles with multimedia content.


13. Can Fin be jailbroken?


  • Fin has undergone rigorous testing to ensure its performance and reliability, with no reported instances of unusual behavior.


Privacy, Security, and Compliance


1. How is the privacy of a customer's conversation with Fin protected?


  • Customer questions and comments are sent verbatim to OpenAI for processing. OpenAI does not use this data to train its models and retains it for a maximum of 30 days for monitoring purposes, after which it is deleted.


2. Is Fin available in the EU?


  • Fin will be available worldwide at launch, with data processing occurring in the US. Regional data hosting is not available.


Powering Fin with Your Support Content


1. Does Intercom have best practices for creating content optimized for AI?


  • The best practice is to make content as comprehensive as possible. Fin can only provide answers based on available content.


2. What is a strategy for testing if your knowledge base is ready for production?


  • Fin allows you to preview the customer experience within the product and share it with small cohorts before going live.


3. Should we create articles that are not publicly accessible for Fin to read (in "ghost mode")?


  • Currently, support content must be publicly available to be included in Fin's answers. However, audience targeting in Intercom Articles ensures specific customers see relevant help center articles.


4. How large does a knowledge base need to be for Fin to work effectively?


  • While 20+ articles are considered a sweet spot, the effectiveness depends on your domain and article complexity. Fin can work well with small help desks if questions are covered by a handful of articles.


5. Can Fin crawl Zendesk help centers?


  • Yes, Fin can sync with Zendesk help centers.


6. Can Fin's name and branding be customized?


  • Yes, you can change Fin's name and icon to align with your branding.


The Future of Fin


1. Will the Intercom team switch entirely to Fin or use a combination of bots?


  • Fin will work alongside other bots, creating seamless experiences for both teammates and customers.


2. When will users on the waitlist get access to Fin, and will specific Intercom plans be required?


  • The AI bot is already in production, with gradual beta invitations expected in the next few weeks. Access to Fin will be available regardless of your Intercom plan.


Pricing


1. Any info about how Fin will be priced?


  • The beta phase will be free of charge. Future pricing details will be provided at general release. Fin will be priced per resolution, and more pricing details will be shared soon.


2. Can customers set guardrails on the number of resolutions they want to solve?


  • Yes, customers will be able to set resolution limits within the product.


3. Can Fin be purchased as a standalone product?


  • Yes, Fin can be purchased standalone, and it can also integrate with Zendesk or Freshdesk.

Reporting


1. Will there be reports on questions that the automated system couldn't answer?

  • An Inbox view is in development to monitor Fin's conversations. Reporting will focus on performance and usage metrics to assess throughput and ROI, with continual improvements planned.


Fin represents a new era in customer support, blending AI capabilities with human expertise to enhance the customer experience. As Fin continues to evolve, it promises to be a valuable tool in supporting your customers and improving operational efficiency. Stay tuned for more updates on Fin's journey as it transforms customer service.

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