Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now
Intercom is doubling down on using artificial intelligence to improve customer service. The company is launching its Fin AI Copilot, giving every team of humans troubleshooting customer problems their own AI assistant. Its release is over a year after Intercom debuted its Fin AI bot. However, unlike its sibling, which was powered by OpenAI’s GPT-4, Copilot derives responses from multiple content sources.
“When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences,” Intercom says in a blog post. “It has already helped customers with more than eight million queries and resolves up to 80 percent of conversations instantly.”
(Disclosure: I used to work for Intercom. I hold no equity in the company.)
Fin AI Copilot eliminates the need for human agents to search through multiple sources and internal tools to find answers to customer service queries. It results in too much time being wasted and fewer calls being responded to. No more window and tab hunting.
AI Scaling Hits Its Limits
Power caps, rising token costs, and inference delays are reshaping enterprise AI. Join our exclusive salon to discover how top teams are:
- Turning energy into a strategic advantage
- Architecting efficient inference for real throughput gains
- Unlocking competitive ROI with sustainable AI systems
Secure your spot to stay ahead: https://bit.ly/4mwGngO
Now, answers are generated based on the human agent’s past conversations, using retrieval-augmented generation and semantic search to help Fin AI Copilot quickly and accurately provide those responses. It can also connect to different content sources, such as a business’s help center, internal articles, public websites, PDFs and third-party services such as Notion, Guru or Confluence.
“What I love about Fin Copilot is all you have to do is prompt a question and Fin will look into our entire knowledge base automatically including past conversations. It’s super clever and is really speeding up our answer time and productivity,” Simon Castex, Head of Tax-Coaches at Accountable, boasts.
Having an AI assistant trained on company data can reduce the risk of hallucinations or generating misinformation, as requested by ne’er-do-wells. It won’t generate wild responses that have nothing to do with the company, only those pulled from cited sources approved internally. As Intercom notes, “By drawing on your internal articles, [Fin AI Copilot] can provide agents with instructions on how to handle queries.” It can also be useful when onboarding new customer service team members who might need more guidance when first learning the ropes.
Analytics is also included with the new AI product. Intercom states administrators can monitor responses from Fin AI Copilot to ensure the bot maintains the standards a business wants from its customer service team.
Intercom’s Fin AI Copilot is currently available to a limited set of customers in beta but reveals general availability will be coming next month.
