AI engineered for precision, speed, and reliability.

The patented Fin AI Engine™ allows Fin to refine every query, optimize every response and validate the quality of each answer. That’s why Fin is the only AI agent that can balance industry-high resolutions with industry-low hallucinations, making it the highest-performing and safest AI agent in customer service.
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Phase 1

Refine the query

In order to optimize the accuracy of an answer that an LLM generates, the inputs the LLM receives must be refined for comprehension. The clearer and more understandable the query, the better the output.

Specification

  • 1.1
    Check for safety and relevance
  • 1.2
    Optimize query comprehension
  • 1.3
    Check for Workflows automation
  • 1.4
    Check for Custom Answer

Phase 2

Generate a response

Once a query has been checked and optimized the next stage is to generate a response using the LLM. For this task, the Fin AI Engine™ has been designed to use a bespoke and enhanced retrieval augmented generation architecture (RAG for short).

Specification

  • 2.1
    Optimize retrieval
  • 2.2
    Integrate and augment
  • 2.3
    Generate response

Phase 3

Validate accuracy

In the final step of the process, the Fin AI Engine™ performs checks to understand whether the output from the LLM meets the necessary response accuracy and safety standards.

Specification

  • 3.1
    Validate the response
  • 3.2
    Respond to customer

always-on

Engine optimization

To calibrate and enhance engine performance, the Fin AI Engine™ has advanced integrated tools that help optimize answer generation, efficiency, precision, and coverage.

Specification

  • 4.1
    Fin customization and control
  • 4.2
    AI analytics and reporting
  • 4.3
    AI recommendations

safeguarding

AI Trust & Security

Intercom has implemented state-of-the-art security measures to protect Fin against a wide range of LLM threats, including those identified by the OWASP LLM Top 10. By consistently testing a variety of high-end LLMs, and deploying rigorous internal controls, security protocols, and safeguards, Fin is able to achieve the highest level of security and reliability while avoiding potential limitations and threats.

Specification

  • 5.1
    Fin AI Security
  • 5.2
    Regional hosting
  • 5.3
    Compliance: International Standards
  • 5.4
    Third-party AI Providers

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performing AI agent

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