In this podcast episode, we introduce Fin 2, Intercom's cutting-edge AI customer service agent. The speaker highlights Fin 2's impressive 51% average resolution rate across all customers, showcasing its effectiveness in frontline support and allowing human agents to focus on more complex tasks. Key enhancements include improved accuracy, a low rate of errors, and the ability to operate across multiple channels like email, chat, WhatsApp, and SMS. New features such as tone of voice customization, real-time translation, and AI-driven insights for evaluating and enhancing customer service quality are also discussed. Importantly, the speaker reassures listeners that Fin 2 is transparent; users can monitor, train, and control it, creating a win-win-win situation for customers, agents, and leadership alike.
