On March, 14, 2023, Intercom, a customer communication and support solutions provider, has introduced Fin, a new AI-powered customer service bot. Fin, according to the company, is the market's only AI-powered, full-service customer support solution powered by OpenAI’s GPT-4 technology and Intercom’s proprietary machine learning technology.
Fin provides accurate and trustworthy responses to customer inquiries, saving time for both customers and support teams. Fin does not require initial setup or training, unlike most bots that require responses to be curated manually by a human, it can learn everything it needs from a company's existing support articles. The bot has built-in safeguards to improve accuracy and reduce the possibility of hallucinations, which are made-up or inaccurate content. It also avoids giving misleading answers or responding about off-brand topics.
Fin can hold full support conversations with customers, comprehend complex queries, ask clarifying questions, and explain complex subjects clearly and in a human-like tone. If a query is too difficult for the bot to handle, it can disambiguate it and seamlessly forward it to human support agents.
Intercom has been developing Fin with OpenAI's GPT-4 technology, building on the success of previous GPT releases. The company has seen significant improvements in accuracy, as well as a reduction in the number of hallucinations, and is now eager to begin testing Fin with customers to see how it performs in the real world.
Fin is part of Intercom's commitment to bringing the most advanced AI and automation to customer service teams. GPT systems have already been used by the company across its platform, including recently released features in the Intercom Inbox and Articles products. These features, which first became available in January, are now available to all customers.
Co-founder and Chief Strategy Officer at Intercom, Des Traynor, said, "We built and launched great features for support agents using OpenAI's previous GPT-3.5 release and have been working on GPT-4 through early testing to develop a trustworthy, customer-facing support bot." He also said, "We've seen significant accuracy improvements with GPT-4 that reduced the so-called hallucinations and we're excited to now start testing Fin with customers and see how well it performs in the real world."
(Source – CISION PR Newswire)
Fin is expected to be available in beta soon, and customers interested in joining the waitlist can do so on Intercom's website.
Intercom is a customer service platform that allows businesses to provide fast support and personalized experiences to their customers. It is an AI-powered, automation-first platform used by over 25,000 global organizations, including Amazon and Microsoft, to send over 500 million messages per month and interact with over 600 million monthly active users. Founded in 2011 and backed by venture capitalists, Intercom is on a mission to make internet business personal.