Last week, Intercom hosted the Built For You Spring ’25 launch event, officially unveiling a series of exciting updates to its AI Agent, Fin. Fin is transforming customer support like never before—it has already resolved over 15 million queries, and the number continues to grow. Today, Fin is equipped with the powerful ability to answer any question, in any language, across any channel, and on any platform.

Let’s revisit the launch event and explore how Fin is unlocking new possibilities in customer service innovation—handling complex tasks like answering calls through voice interaction, automating refunds, and supporting team-specific configurations for personalized experiences.

1. Fin Voice: Multilingual, 24/7 Human-Like Phone Support

Fin already excels at reading, writing, responding, and managing complex customer tasks. Now, it can talk, too. While phone support remains a critical customer service channel, it’s also one of the most challenging.

To deliver a human-like conversation experience, Intercom redesigned how Fin works—optimizing response latency, interruption handling, hallucination prevention, and subtle nuances in spoken language to create a truly human-quality phone AI.

Fin Voice offers 24/7 smart phone support, instantly answering multilingual calls while eliminating wait times and menu navigation common in traditional phone systems. With emotional recognition capabilities, Fin engages in empathetic, natural conversations. It handles interruptions intelligently in complex calls and continuously improves through contextual awareness—ensuring efficient and seamless service.

2. Fin Guidance: Comprehensive AI Training Tools

Fin Guidance is an innovative AI training tool that lets you shape Fin’s behavior the way

you would train a top-tier support rep. Using natural language instructions, you can precisely define Fin’s tone, communication style, and service workflows—ensuring full alignment with your brand and service standards.

Brand Consistency

Customize Fin’s tone, language, and response templates to consistently reflect your brand values in every customer interaction.

Smart Workflow Control

Set up routing rules based on your business needs. Whether it’s VIP customers, sensitive topics, or high-priority requests, Fin intelligently determines the best response path for seamless human-AI collaboration.

AI Auto-Optimization

With a unique “Improve AI” button, Fin automatically generates enhanced instructions to continuously improve its accuracy in policy and process execution—making your AI smarter with every use.

3. Fin Tasks: Simplifying Complex Process Automation

Fin Tasks is a powerful automation tool that makes it easy to teach Fin how to handle various business processes. Whether it’s issuing refunds, verifying identity, or rescheduling appointments, simply describe your task in natural language, and Fin will build a fully operational workflow that complies with your business rules.

Natural Language-Driven Automation

Describe your workflow in everyday language, and Fin will convert it into an executable task—no complex setups or coding required.

Flexible Customization and Optimization

Easily adjust and improve workflows without relying on engineers or consultants—enabling low-code automation at scale.

Human Oversight for Critical Steps

For sensitive actions like refunds or account changes, you can configure manual review checkpoints—ensuring full control over high-impact business processes while maintaining efficiency.

4. Fin Vision: Instantly Turn Visuals into Solutions

Fin Vision is an innovative image analysis system that can instantly interpret customer-provided visuals such as screenshots, invoices, and error messages. Customers no longer need lengthy explanations—just upload an image, and Fin will quickly understand and resolve the issue, dramatically improving problem resolution speed.

Instant Image Understanding

Fin automatically recognizes and analyzes screenshots, receipts, and other visual data—extracting key information without the need for detailed written descriptions.

Omnichannel Support

Fin’s image analysis works seamlessly across email, chat, and social media—ensuring a consistent experience on every touchpoint.

Efficient Issue Diagnosis

Real-time image interpretation significantly shortens issue resolution time and reduces repetitive follow-ups—enhancing overall service quality.

5. Fin for Platforms: Seamless Integration, Effortless Collaboration

Fin for Platforms enables seamless integration of Fin into your existing help desk systems without migrating data or changing platforms. Fin is now deeply integrated with leading systems like Zendesk and Salesforce—so you can access cutting-edge AI capabilities in your current workflows.

Deployment is fast—setup takes as little as an hour, and Fin is ready to handle inquiries right away. Whether via chat, email, tickets, SMS, or social channels, Fin provides human-like instant responses fully tailored to your existing workflows and routing rules.

When a complex issue requires human intervention, Fin automatically hands off the conversation, de-assigns itself, and follows your automation rules to route the query to the right human agent—ensuring a seamless customer experience.

6. Fin over API: Flexible Integration, Full Experience Control

With Fin’s API, you can embed Fin into any product or platform—so customers always have fast, accurate support wherever they need it. Whether it’s a chatbot, self-service portal, or custom channel, Fin integrates perfectly without changing your platform’s look and feel.

Fin over API also enables you to deliver AI-powered support under your own brand, without relying on third-party UIs or agents—ensuring brand consistency and professionalism. You have full control over how and where Fin interacts with customers, allowing for a highly tailored and future-ready user experience.

7. AI Inbox Translation: Real-Time Translation for Global Support

The AI Inbox Translation feature gives your support team powerful multilingual capabilities. It instantly translates incoming messages directly within the inbox—allowing agents to provide support in any language without third-party tools.

Messages in any language are automatically translated with no extra steps or integrations required—dramatically improving efficiency. Agents can confidently reply in multiple languages with high-quality translations, ensuring every interaction remains accurate, professional, and consistent.

With AI translation, you can scale global support without scaling your team, enabling your service operations to grow alongside your business.

Fin’s Comprehensive Upgrade Ushers in a New Era of Customer Support

The latest innovations in Fin make customer support smarter and more efficient than ever: image recognition enables customers to get help simply by uploading screenshots; customizable Guidance allows precise control over Fin’s behavior; beyond answering questions, Fin can now handle tasks like refunds; new voice capabilities offer near-human interaction. Real-time translation and integrations with major platforms like Zendesk make deployment effortless.

Fin is redefining the standard for customer support—through multimodal interaction, task automation, and omnichannel capabilities—empowering businesses to deliver faster, more humanized service, and ensuring that every customer need is met with speed and precision.