Intercom

Intercom is a leading AI-first customer service platform designed to revolutionize how businesses interact with their customers. At its core, Intercom empowers organizations to provide personalized, efficient, and scalable support through a unified suite of tools. This includes live chat, email, in-app messaging, and a robust knowledge base, all managed from a centralized inbox.

A cornerstone of Intercom's innovation is Fin, its proprietary AI agent built on advanced language models. Fin is engineered to deliver human-quality service, consistently outperforming competitors in resolving complex customer queries. Powered by the Fin AI Engine™, it goes beyond simple keyword matching, understanding context, remembering past interactions, and even executing actions like refunds or order cancellations.

Fin's capabilities are extensive:

• Intelligent Resolution: It accurately answers questions by learning from diverse knowledge sources including help center articles, internal documentation, PDFs, and even past conversations.
• Multi-channel & Multi-language: Fin provides support across live chat, email, SMS, social media, and even voice, operating in over 45 languages.
• Customization & Control: Businesses can tailor Fin's tone of voice, define its behavior through "Fin Guidance," and set up "Fin Tasks" to automate multi-step processes.
• Visual Understanding: "Fin Vision" allows Fin to read and interpret images like screenshots and error messages, enabling customers to "show, not tell."
• Seamless Handover: When a query requires human intervention, Fin seamlessly escalates to an agent, providing full conversation context to ensure a smooth transition.
• Continuous Improvement: Intercom provides comprehensive analytics and testing tools, allowing businesses to monitor Fin's performance, identify content gaps, and continuously optimize its accuracy and resolution rates.

By automating frontline support, Fin frees up human agents to focus on more complex, high-value interactions, transforming support teams into strategic assets. Intercom's commitment to an AI-first approach positions businesses to scale efficiently while delivering superior customer experiences around the clock.

Supercharge Your Customer Support: Fullstory and Intercom Fin Unite for "Perfect Digital Vision"

Imagine customer support that truly understands. Fullstory and Intercom are teaming up to integrate Fullstory's digital experience data with Intercom's AI agent, Fin. This isn't just an integration; it's a transformation, giving Fin the "eyes" it needs to see, understand, and proactively resolve customer issues with unprecedented intelligence.

Traditional AI chatbots often lack real-time context, leading to generic answers and frustrated users. Our partnership solves this by equipping Intercom Fin with Fullstory's Anywhere Activation, feeding it a live stream of rich behavioral data.

How Your AI Agent Gains "Perfect Vision"

When a customer interacts with Fin, Fullstory’s Session Summary API generates a concise overview of the user's recent activity—highlighting critical moments, friction points, and their likely intent. This summary is instantly delivered to Fin, empowering it to:

• Understand Context Deeply: Fin knows exactly where a customer has been and where they might have struggled.
• Deliver Proactive Solutions: Fin can anticipate needs and offer relevant, tailored help.
• Prevent Frustration: By understanding the user's journey, Fin can guide them efficiently, often preventing the need for human intervention.

This vital session summary is also immediately available to your human support agents in the Intercom Inbox, drastically reducing resolution times and improving customer satisfaction.

Unlocking New Levels of Support Efficiency and Customer Delight

The Fullstory and Intercom Fin integration delivers powerful benefits:

• Effortless Problem Solving for Customers: Users get faster, more accurate help because Fin can "see" their journey and proactively address issues.
• Boosted Agent Efficiency: Fin frees human agents to focus on complex, high-value interactions.
• Reduced Abandonment: Fin can intervene precisely when users encounter friction, guiding them to successful completion.
• Seamless, No-Code Setup: This powerful intelligence is plug-and-play.

This partnership fundamentally changes how businesses approach customer service. By providing Fin with Fullstory's Fullcapture technology and real-time data, we're creating an AI agent that doesn't just respond, but truly understands and anticipates, transforming support into a proactive and satisfying experience.

Ready to give your AI agent the perfect digital vision it deserves?