We’re excited to announce that Fin, Intercom’s AI bot powered by a mixture of giant language fashions together with OpenAI’s GPT-4, is now accessible to everybody.
Fin is a breakthrough AI chatbot powered by large language models (LLMs), together with OpenAI’s GPT-4, and Intercom’s proprietary expertise. Utilizing superior AI language fashions, Fin ingests your current help content material to resolve as much as 50% of queries in a means your prospects can belief, offering safer, extra correct solutions than any AI bot available on the market.
Considerate design, constructed for buyer service
There’s been a significant step change in AI and the ability of LLMs, with OpenAI and ChatGPT placing generative AI entrance and heart. When our engineers first obtained their arms on this expertise by way of our partnership with OpenAI, we instantly acknowledged the large alternative to construct an unbelievable AI teammate for customer support groups. From that time on we had a singular focus – to create the most effective customer support chatbot available on the market.
A primary-order resolution would have been to reskin an current LLM chat expertise for customer support. This method – which many AI chatbots available in the market have adopted – wasn’t the appropriate step ahead for us or for our prospects, because it fails to account for the distinctive wants of customer support groups and help leaders.
So we constructed Fin to be:
“Hallucinations” had been the fly within the GPT soup once we began engaged on Fin. How may we forestall an AI bot from merely inventing solutions or having inappropriate conversations with prospects?
An AI bot you possibly can belief: We’ve restricted Fin to offering solutions primarily based solely in your help content material. You select Fin’s sources and the knowledge inside them. Not like many different AI chatbots, Fin has no downside saying “I don’t know” and swiftly passing the query to a member of your help workforce if it could’t discover the reply in your help content material. Consequently, you possibly can keep away from giving your prospects the fallacious data, or venturing outdoors matters associated to your online business.
Buyer loyalty is hard to win and straightforward to lose – and quite a lot of CS leaders are reluctant to set an AI chatbot unfastened on their buyer queries with out guardrails in place. Offering a excessive degree of management over Fin was a precedence for us.
Management once you need it, human once you want it: You’ll be able to select precisely who and what Fin solutions – and when a question wants that human contact. With options like custom actions to ship bespoke solutions to your most essential questions; viewers focusing on so Fin all the time reaches the appropriate prospects; and the choice to preview Fin earlier than setting it dwell, you could be certain Fin is working in the way in which that fits your online business greatest. When Fin doesn’t know a solution, it could triage complicated issues and move them on to your human help groups – giving your prospects a frictionless expertise.
Customer support groups have particular workflows and processes that they’ve honed over years. The very last thing they want is an AI bot that introduces a completely new and separate means of working. We had been decided that Fin ought to slot easily into any CS workforce’s tech stack.
Fin works for you: Fin is an out-of-the-box resolution that’s extremely straightforward to arrange. For Intercom customers, Fin is constructed to work natively with your complete Intercom platform, respecting your current setup, automations, and workflows.
What can Fin do for you?
The idea of a high-performing, futuristic AI chatbot sounds nice in concept, however what can Fin do in observe? Listed below are the outcomes you possibly can count on from including Fin to your help providing.
How does Fin assist your help workforce?
- Reduces help quantity: Fin can resolve as much as 50% of your help queries immediately and precisely. By chopping your help workforce’s inbound quantity, Fin provides help reps time to concentrate on extra complicated buyer queries which might be greatest resolved with a human contact.
- Improves operational effectivity: It’s not simply us who assume AI is the reply – 67% of North American support leaders are planning to speculate extra in AI over the subsequent yr. Assist groups are continually anticipated to do extra with much less, and Fin is able to plug that hole with dramatically lowered response instances, fast and correct resolutions, and seamless handoffs to your workforce the place wanted.
- Creates happier teammates: Intercom’s 2023 Customer Service Trends Report revealed that 81% of respondents consider expertise will assist to enhance the worker expertise and cut back attrition. Fin gives help groups the prospect to get off the shopper question “hamster wheel” and concentrate on essentially the most fulfilling, high-impact elements of their jobs: whether or not that’s cultivating buyer loyalty with top-tier help, contributing to workforce operations, or creating new expertise.
How does Fin assist your prospects?
- Quicker resolutions: For a lot of, the phrase “chatbot” triggers recollections of infinite dialog loops as frustration builds and queries stay unresolved. Fin gives fast resolutions to as many as 50% of queries – and if it could’t discover the reply inside your help content material, it could triage the question earlier than passing to your workforce. It doesn’t matter what your buyer’s question is, Fin supplies the help they want, once they want it.
- Converses naturally: Your prospects received’t want to talk “robotic” to speak with Fin. Interactions are pure, pleasant, and conversational – like speaking to a help agent. Not like different chatbots, Fin doesn’t want particular phrasing to grasp a buyer’s query. It could decipher which means from essentially the most complicated queries, ask clarifying questions for optimum accuracy, and rephrase assist content material in a means that is sensible to the shopper.
- Gives solutions they will belief: The chatbot skepticism ends right here. With each reply Fin supplies to a buyer, it consists of hyperlinks to its sources inside your help content material to allow them to make certain the knowledge they’re receiving is correct.
Not like different chatbots
Customer support is evolving quick, and there are already some chatbots available on the market that work with ChatGPT – however you received’t discover something like Fin within the CS trade; right here is simply a few of what makes Intercom’s AI chatbot uniquely suited to your workforce.
- Ease of setup: Fin quickly consumes your help content material from Intercom Articles, Zendesk Assist Middle, or any public URL to start answering questions in minutes. Simply level it at your help content material and switch it on – or take a extra cautious method by previewing your setup earlier than you set Fin dwell.
- Customizability: Fin matches along with your model. You’ll be able to rename it, change the Fin icon to your personal emblem, and personalize the Fin messenger to ensure your prospects discover themselves in acquainted territory once they search help.
- Scalability: Attain prospects wherever they’re. Fin can seamlessly swap between Messenger, SMS, WhatsApp, and extra to supply your prospects a very omnichannel expertise – at scale.
- Accuracy: Fin attracts its solutions out of your help content material, constraining it to your accredited supplies when resolving buyer queries to reduce hallucinations and forestall inappropriate conversations.
- Reporting: Measuring success is a vital aspect of any high-functioning help workforce. Monitor Fin’s efficiency with utilization and efficiency metrics – with article-level metrics and content material scores coming quickly.
- Pricing: Whereas opponents value chatbots primarily based on metrics like deflection or API calls, we seemed a bit deeper into what would work greatest for help groups. These metrics, whereas helpful in their very own methods, could be deceptive – leaving prospects unhappy, and your workforce’s invoice on the rise. Fin is priced per decision: the proportion of help requests addressed by Fin the place the person indicated Fin answered their query or left with out asking to speak to a human. That means, you possibly can make certain that once you pay for Fin, you’re paying for outcomes.
What’s subsequent for Fin?
We’ve constructed a groundbreaking AI bot that’s producing unbelievable outcomes for help groups – however we’re not completed by an extended shot. We’re taking all of our prospects’ suggestions on board, and dealing to enhance and increase every thing Fin has to supply. Listed below are a number of the issues we’re engaged on:
- Multilingual resolutions: Later this yr, Fin will be capable to detect a buyer’s language and reply in any of the 43 languages that Intercom helps.
- Powering Fin with your personal dialog information: We’re working so as to add your dialog information as an enter for Fin. That will imply that in addition to studying and enhancing as you replace your help content material, Fin would additionally incorporate data from solutions given by your help reps – increasing its capability to cut back your help quantity.
- Elevated reporting: We’ve already talked about the upcoming article-level reporting and content material scores, however we’re additionally working laborious to permit Fin to plug into third-party dashboards so non-Intercom customers can profit from in-depth measurement and reporting.
- Electronic mail as a channel: We’re dedicated to creating Fin an omnichannel chatbot, and we’re shut – e mail as a Fin channel is a precedence for us.
Fin can halve your help quantity, takes simply minutes to activate, and opens numerous doorways in your help workforce. What are you ready for? Try Fin now by testing it with your personal assist heart or start a free trial.