Fin by Intercom

Fin by Intercom is an innovative tool designed to transform customer support through its advanced AI-powered capabilities. It's a sophisticated chatbot that utilizes a combination of AI technologies, including OpenAI's GPT-4, to provide efficient and accurate customer support.

One of the standout features of Fin is its ability to handle complex customer inquiries in a conversational manner. It can understand and respond to various queries, ask clarifying questions if needed, and maintain a complete conversation with customers. This ability significantly reduces the volume of support required from human agents, allowing them to focus on more complex tasks.

Fin is highly customizable and integrates seamlessly with existing customer support systems. It can draw on a variety of content sources for providing answers, including Intercom articles, Zendesk help center, public URLs, PDFs, or text snippets. This ensures that the responses given to customers are relevant and accurate.

Fin by Intercom, as a customer support tool, has a variety of practical use cases that can benefit businesses in different sectors. Here are some examples:

1. E-Commerce Support: For e-commerce platforms, Fin can handle a large volume of customer inquiries, reducing response times significantly. By addressing common queries like order tracking, product information, and return policies, Fin enhances customer satisfaction and helps in maintaining high service standards during peak shopping seasons.

2. SaaS Customer Support: Software-as-a-Service (SaaS) companies can utilize Fin to improve customer retention. Fin can quickly resolve common technical queries or account-related questions, reducing the wait time for customers and thereby decreasing the likelihood of customer churn.

3. Telecommunications Services: In the telecommunications industry, Fin can be integrated to address routine customer inquiries like billing questions, plan changes, or service disruptions. This can lead to a notable increase in customer satisfaction scores as customers receive prompt and accurate responses.

4. Tech Startup Scalability: For tech startups, Fin can be a valuable tool in scaling customer support operations. It can manage increased customer queries during growth phases or product launches, ensuring that the quality of customer service remains consistent even with a smaller team.

5. Travel and Hospitality: Travel agencies and hospitality businesses can use Fin to provide quick and accurate responses to customer inquiries about bookings, travel recommendations, and itineraries. This improves the overall customer experience, leading to better reviews and repeat business.

6. Healthcare Services: In the healthcare sector, Fin can streamline appointment scheduling and patient inquiries. By automating these routine tasks, healthcare providers can enhance patient experience and reduce administrative burdens.

7. Banking and Financial Services: Banks and financial institutions can employ Fin to answer common queries about account balances, transaction details, and product information, improving the efficiency of customer service.

8. Retail Customer Service: Retail businesses can use Fin to address common customer questions regarding store locations, product availability, and promotions, thereby enhancing the shopping experience.

9. Education and Training: Educational institutions and training providers can use Fin to answer student queries regarding course details, enrollment processes, and campus facilities.

10. Real Estate Inquiries: Real estate agencies can use Fin to field inquiries about property listings, booking viewings, and providing information about local amenities.

The pricing for Fin by Intercom is primarily based on a pay-per-resolution model, complemented by the overall subscription plans for Intercom. Here's a breakdown of the pricing structure:

1. Fin Pricing: Fin, Intercom's AI Chatbot, is priced at $0.99 per resolution. A resolution is counted when a customer's query is satisfactorily answered by Fin, either by the customer explicitly confirming the answer is helpful or by exiting the conversation without further assistance. You will only be charged for one resolution per conversation during a billing period, even if Fin resolves multiple queries in that conversation.

2. Intercom Subscription Plans: Intercom offers three core plans: Essential, Advanced, and Expert. Each plan gives access to different features and tools within the Intercom platform.

   • Essential Plan: Priced at $39 per seat/month, this plan is designed for basic usage.
   • Advanced Plan: At $99 per seat/month, it offers more sophisticated features suitable for growing businesses.
   • Expert Plan: For $139 per seat/month, this plan is aimed at businesses needing advanced functionalities and support.

3. Additional Charges and Features: In addition to the core plan costs, there are additional usage charges for specific features like WhatsApp, SMS, and email campaigns. These are priced separately, based on the volume of usage. For example, SMS messages are charged per number sent/received, with costs varying by region, while WhatsApp messages are charged per conversation.

The team behind Fin by Intercom includes several key individuals who have played a crucial role in its development and implementation. Fergal Reid, the Vice President of AI at Intercom, has been instrumental in building Fin, which is powered by GPT-4, one of OpenAI's most advanced AI models. His expertise and leadership in AI have been central to the development of Fin as a breakthrough AI chatbot.

Additionally, Cathal Horan, a Senior Machine Learning Engineer at Intercom, has also contributed significantly to Fin's development, particularly in the aspects of teaching the chatbot to understand and use natural language effectively. The involvement of skilled professionals like Fergal Reid and Cathal Horan highlights Intercom's commitment to leveraging advanced AI technologies and machine learning for developing Fin.

Moreover, other team members such as Molly Mahar, a Staff Product Designer, and Beth-Ann Sher, the Help Center Manager, have played roles in different capacities, contributing to the overall functionality and user experience of Fin. Their collective efforts have made Fin a powerful tool that resolves customer inquiries efficiently, using existing support content to provide accurate and timely responses.



Fergal Reid

Co-Founder



Cathal Horan

Senior Machine Learning Engineer

Intercom, the company behind Fin, has raised a total of $240.8 million over several funding rounds. Their funding journey includes a seed round in 2012, Series A in 2013, and subsequent rounds leading up to a Series D in 2018. Their latest funding was raised in 2021 from a Secondary Market round. The company has seen a significant growth in its valuation, reaching a post-money valuation in the range of $1B to $10B as of January 2021. Intercom has attracted a diverse group of investors, including major firms like Bessemer Venture Partners and Kleiner Perkins, demonstrating strong market confidence in its business model and offerings.