Fin Conversations Ep4: Fin Procedures in practice

In this episode of "The Ticket," Ruth O'Brien and Declan Ivory discuss the new Fin Procedures functionality for Intercom's AI agent, Fin. They explore the evolution of AI in customer support, highlighting how Fin has advanced from handling informational queries to managing complex interactions. The conversation emphasizes the importance of combining AI's agentic capabilities with deterministic controls, especially in regulated environments. They also share examples of how Fin Procedures are used for triaging, troubleshooting, and end-to-end resolutions, aiming to automate more complex queries and improve customer satisfaction. The discussion includes customer success stories and future goals for expanding Fin's capabilities in areas like onboarding, billing, and deeper troubleshooting, with a target of resolving 95% of inbound customer support workload via Fin.