The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Built For You Spring '25: Fin Can Now See, Speak, and Take Action
Mar 20, 2025
In this discussion, Brian Donoghue, VP of Product at Intercom, dives into the exciting enhancements of their AI agent, Fin. He reveals how Fin can now process multimedia inputs and features real-time translation to elevate customer interactions. The conversation shifts to AI's role in revolutionizing support, emphasizing empathy in automated interactions. Brian also showcases Fin's capabilities in managing complex tasks like refunds through advanced automation, ultimately transforming customer service across multiple platforms.
18:40
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Quick takeaways
- Finn's new ability to understand multimedia content like screenshots streamlines problem resolution by providing clarity for complex issues.
- The introduction of real-time translation in customer support allows agents to communicate effortlessly with clients in different languages, enhancing global interactions.
Deep dives
Enhancements to AI Capabilities
Recent updates to the AI agent, Finn, have significantly expanded its capabilities to improve customer support experiences. Finn can now understand and interpret multimedia content, such as screenshots and photos, which allows customers to describe their issues visually, streamlining problem resolution. This technological advancement can dramatically speed up the time to resolution, as images provide clarity to issues that might be challenging to articulate in text. For instance, a customer having trouble with data settings can simply share a screenshot rather than navigating through detailed troubleshooting steps.
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