Introducing Fin AI for Help Desk, helping your team speed up writing replies and automating tasks. These features are integrated with OpenAI’s GPT models.
Features
Fin AI Compose
Easily rephrase answers, adjust to your tone, translate replies or fix spelling.
Expand or Rephrase - write shorthand customer responses and let the AI generate a complete suggested or rephrased message.
Change tone - automatically change the tone of the message you’ve written to sound more like your own tone, be more casual/friendly or more formal depending on what suits your business or the situation.
Fix grammar - fix your grammar and spelling mistakes, to ensure your replies are always flawless.
Translate - translate your message into another language if you're handling a query in a different language.
After using one of the AI Compose options, teammates can choose to accept, undo, or try again.
Fin AI Summarize
Create an AI-generated summary of a customer conversation or ticket in the Intercom Help Desk. To pull up the AI Compose options quickly, just hit ⌘ J / Ctrl J . Teammates can choose to edit a summary first before adding the Note to the conversation, or add the Note straight away.
Summaries can also be generated automatically using Workflows. Check it out here.
Fin AI Autofill
Automatically populate ticket titles and description when creating a ticket.
Get started
To enable Fin AI for Help Desk, navigate to your workspace Settings > Help Desk > Fin AI.
Note:
AI Compose for Help Desk will be enabled automatically for new customers who joined since September 12, 2023.
Fin AI is available on EU and AU hosted workspaces, but the data used by Fin is currently processed in the US. Regional data processing for Fin will become available in early 2024.
AI Compose 'Adjust my Tone', AI Summarize, and AI Autofill is only available on some pricing plans.
How AI Compose and Summarize features are being used by Support teams
Rephrase - Support reps are using the 'Rephrase' feature to add some variety into their replies and macros. This makes their responses more personal, as they are also well adjusted to their personal tone. They use it to make replies more fun and engaging. Also, they’ll use it when they feel like their response is a little awkward. It gives them a new way to say the same thing with clarity.
Make more formal - Some teammates like using the ‘Make more formal’ feature because it helps them tune-up their language in cases where that’s appropriate.
Summarize - Support reps are using Fin AI Summarize when handing over conversations or escalating to a different team and bringing them up to speed quickly. The summaries help other teams get caught up with the specifics efficiently and allows them to determine next steps quicker. They also use it to summarize very long conversations, helping reps get up to speed quicker.
Expand - Help center content creators are turning simple bullet points and short summaries into an instant first draft with AI assist for Articles.
FAQs
Are there any additional costs to using these features?
Some of the Fin AI for Help Desk features are only included on some plans. For additional information, visit the Additional Product Terms.
If I enable these features, will my whole team get this or only me?
Once enabled, your whole workspace will get access, so the features will be available for all teammates and can't be limited to specific teammates/teams.
Are these features available on EU and AU hosted workspaces?
No, at the moment Fin AI for Help Desk is not supported on EU or AUS hosted workspaces.
What languages do these features work with?
Customers have been using Fin AI for Help Desk successfully with multiple languages, however some languages are performing better than others. We are currently testing and developing in English.
Do these features only work with Open AI's models, or other AI models too?
Currently, all of Fin AI for Help Desk features only work with Open AI's models.
How and where has Intercom been using/testing generative AI prior to using ChatGPT?
We've been exploring using models like this in the Help Desk, and we've been doing design work, deeply understanding the customer problems and how generative and other models could help.
How is Intercom handling privacy/data security?
You will need to agree to your data being sent to OpenAI as a subprocessor. Learn more in the Additional Product Terms.
What safeguards are in place to avoid abuse/misuse?
The Fin AI for Help Desk features we’re building are support rep-facing rather than customer-facing, and require human input/review.
Are there additional legal terms I need to agree to in order to use the features?
Yes, all Fin AI for Help Desk participation is subject to the Additional Product Terms.
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