A new era of Insights has arrived

Fin Insights is a groundbreaking, AI-powered product that gives you complete visibility into every customer conversation, with AI-powered tools and suggestions that help you monitor, analyze, and instantly optimize your customer service quality.

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up
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CX Score

The quality metric for the AI agent era

Customer Experience Score (CX Score) is a breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.

Fin Voice

Get a complete view of your support quality

CX Score analyzes every conversation across Fin and human agents—giving you 5x more coverage than CSAT.

Transparent, AI-powered scoring

CX Score evaluates every conversation using signals based on resolution, customer sentiment, and service quality. Every conversation gets an individual score and an explanation of why the score was given.

Unbiased, accurate, and trustworthy

CX Score was validated through rigorous quantitative and qualitative testing, showing strong accuracy and alignment with human ratings.

June 5, 2025 | 9:00am PT/4:00pm GMT

Webinar: The Next Evolution in Support Insights

Join Intercom and early AI adopters as we discuss why outdated metrics are holding customer service teams back—and how new tools are transforming support for the AI agent era.

Topics Explorer

Find the hidden insight in your customer conversations

Topics analyzes every conversation to uncover high-level themes and specific, actionable Subtopics.

Fin Guidance

No tagging required

Topics uses AI to group all your conversations into Topics and Subtopics for easy analysis. This happens automatically, without any manual work. 

Surface areas driving poor experience

Filter Topics by CX Score, Resolution Rate, handling time, and more to quickly identify problem areas. Trendlines show changes over time, helping you identify anomalies and catch issues early.

Drill into Topics to understand what went wrong

Investigate low scoring Topics by clicking in to get specific and actionable Subtopics. Identify patterns in Subtopics, and view all related conversations to understand what is going on.

Optimize Dashboard

Fast & effortless performance improvement

The Optimize Dashboard highlights opportunities to improve performance and provides AI-powered suggestions for fast, effortless optimization.

Fin Tasks

Visualize opportunities for optimizing Fin

The Optimize Dashboard surfaces gaps in content, data connections, and actions—showing where Fin could have handled conversations that instead went to your team.

Get clear, AI-recommended Suggestions

Next to each opportunity, you’ll find a link to Suggestions—AI-recommended updates you can make that will help Fin improve its answers. They may be edits to existing content, adding new content, or removing confusing content.

One-click accept, and Fin improves its answers

Each Suggestion includes a clear explanation and pre-written updates. You can review, accept, or edit with a click—and Fin’s answers will immediately get better.

Keynote

Agentifying your product

In this keynote, Intercom co-founder Des Traynor shares a practical way to think through what it means to turn your offering into an Agent, and the steps you’ll need to take to get there.

Customer panel

Lessons from AI Leaders

Nad Chishtie (Founding Designer at Lovable) and Yair Gal (Support Lead at Consensys) share how they’re building with AI, what it’s changing on their teams, and how they’re using Insights to uncover new opportunities and improve support performance.

New AI innovations shipped weekly.

  • CX Score
  • Performance dashboard
  • Topics Explorer
  • Optimize dashboard
  • Fin Voice
  • Fin Guidance
  • Fin Tasks
  • Fin Vision
  • Fin for Zendesk
  • Fin for Salesforce
  • AI Category Detection
  • Fin Testing Impersonation
  • Fin over API
  • Fin over Slack
  • Fin Testing
  • Data and Actions
  • Tone of Voice
  • Real-time translation
  • Fin workflows
  • Action templates
  • Handover rules
  • AI Recommended Actions
  • Fin Custom Reporting
  • Multi-Source Generative Answers
  • AI-Generated CSAT
  • AI Conversation Quality
  • Personalize Fin answers
  • AI Category Detection
  • Fin resolution follow up
  • Knowledge Hub
  • Fin over Email
  • Fin reporting API
  • Fin Integration Templates
  • Channel-based Inbox views
  • New Fin inbox views
  • Inactivity follow-up messages
  • Conversation Snippets
  • Answer streaming
  • CSAT for Fin
  • Fin Demo Experience
  • PDF uploads for Fin
  • Usage limits
  • Fin Preview Experience
  • Multiple Fin chatbots
  • Fin Customer Answers
  • Fin over Whatsapp & SMS
  • Rules and audience targeting
  • Content targeting
  • Multisource answers
  • External content as source
  • CX Score
  • Performance dashboard
  • Topics Explorer
  • Optimize dashboard
  • Fin Voice
  • Fin Guidance
  • Fin Tasks
  • Fin Vision
  • Fin for Zendesk
  • Fin for Salesforce
  • AI Category Detection
  • Fin Testing Impersonation
  • Fin over API
  • Fin over Slack
  • Fin Testing
  • Data and Actions
  • Tone of Voice
  • Real-time translation
  • Fin workflows
  • Action templates
  • Handover rules
  • AI Recommended Actions
  • Fin Custom Reporting
  • Multi-Source Generative Answers
  • AI-Generated CSAT
  • AI Conversation Quality
  • Personalize Fin answers
  • AI Category Detection
  • Fin resolution follow up
  • Knowledge Hub
  • Fin over Email
  • Fin reporting API
  • Fin Integration Templates
  • Channel-based Inbox views
  • New Fin inbox views
  • Inactivity follow-up messages
  • Conversation Snippets
  • Answer streaming
  • CSAT for Fin
  • Fin Demo Experience
  • PDF uploads for Fin
  • Usage limits
  • Fin Preview Experience
  • Multiple Fin chatbots
  • Fin Customer Answers
  • Fin over Whatsapp & SMS
  • Rules and audience targeting
  • Content targeting
  • Multisource answers
  • External content as source
  • CX Score
  • Performance dashboard
  • Topics Explorer
  • Optimize dashboard
  • Fin Voice
  • Fin Guidance
  • Fin Tasks
  • Fin Vision
  • Fin for Zendesk
  • Fin for Salesforce
  • AI Category Detection
  • Fin Testing Impersonation
  • Fin over API
  • Fin over Slack
  • Fin Testing
  • Data and Actions
  • Tone of Voice
  • Real-time translation
  • Fin workflows
  • Action templates
  • Handover rules
  • AI Recommended Actions
  • Fin Custom Reporting
  • Multi-Source Generative Answers
  • AI-Generated CSAT
  • AI Conversation Quality
  • Personalize Fin answers
  • AI Category Detection
  • Fin resolution follow up
  • Knowledge Hub
  • Fin over Email
  • Fin reporting API
  • Fin Integration Templates
  • Channel-based Inbox views
  • New Fin inbox views
  • Inactivity follow-up messages
  • Conversation Snippets
  • Answer streaming
  • CSAT for Fin
  • Fin Demo Experience
  • PDF uploads for Fin
  • Usage limits
  • Fin Preview Experience
  • Multiple Fin chatbots
  • Fin Customer Answers
  • Fin over Whatsapp & SMS
  • Rules and audience targeting
  • Content targeting
  • Multisource answers
  • External content as source

Webinar: The Next Evolution
in Support Insights

Thursday, June 5th at 9am PT/4pm GMT

Join Intercom and early AI adopters as we discuss why outdated metrics are holding customer service teams back—and how new tools are transforming support for the AI agent era.

In this live session, you'll learn:

  • Why CSAT is broken—and what to track instead
  • How to uncover blindspots in your support conversations
  • What Intercom's new CX Score and AI-powered Insights tools make possible