Fin is Intercom's AI customer service agent, built on GPT-4 and deeply integrated into the Intercom platform. Unlike rule-based chatbots that follow scripted flows, Fin understands natural language questions and generates human-quality answers drawn directly from your support content. Fin reads your Intercom Articles, uploaded PDFs, URLs, and connected knowledge bases to build its understanding of your product and policies. When a customer asks a question, Fin composes a conversational answer using this content — citing sources so customers can read more if needed. If Fin cannot confidently answer, it hands off to a human agent with full conversation context. Fin AI Agent goes further than simple Q&A. It can take actions: check order status via API integrations, process refund requests, update account information, and complete multi-step tasks autonomously. These workflows are configured in Intercom's visual builder without coding. Fin Analytics tracks resolution rates, confidence scores, topic distribution, and CSAT for AI-handled conversations. Teams can identify knowledge gaps from unanswered questions and fill them in the help center. With no chatbot flow building required, Fin can go live in under an hour with just a help center URL. It supports 45+ languages and automatically detects the customer's language. Fin consistently achieves 30-50% ticket resolution rates for Intercom customers.