---
title: "From resolutions to outcomes: Evolving how Fin delivers value"
description: "Fin is changing its pricing metric from “resolutions” to “outcomes” as its capabilities extend beyond fully autonomous support conversations. Historically, a resolution meant Fin solved an issue end to end without human involvement; the model gave teams a clear ROI comparison, and Fin’s average customer resolution rate now stands at 76% across more than 7,000 teams. Customers increasingly deploy Fin on complex, multi-step work involving external systems, policy constraints, and human oversight, where Fin may gather context and act before handing off for confirmation. An outcome counts when Fin successfully completes the action it was configured to perform, including a full resolution or a Procedure. The change keeps pricing simple while recognizing collaborative workflows, supporting compliance, and providing a metric that can scale as Fin takes on more roles beyond service."
---

# From resolutions to outcomes: Evolving how Fin delivers value

[Intercom](https://yomu.fyi/company/intercom) · Darragh Curran · Mar 12, 2026

**Type:** Announcement

## Summary

Fin is changing its pricing metric from “resolutions” to “outcomes” as its capabilities extend beyond fully autonomous support conversations. Historically, a resolution meant Fin solved an issue end to end without human involvement; the model gave teams a clear ROI comparison, and Fin’s average customer resolution rate now stands at 76% across more than 7,000 teams. Customers increasingly deploy Fin on complex, multi-step work involving external systems, policy constraints, and human oversight, where Fin may gather context and act before handing off for confirmation. An outcome counts when Fin successfully completes the action it was configured to perform, including a full resolution or a Procedure. The change keeps pricing simple while recognizing collaborative workflows, supporting compliance, and providing a metric that can scale as Fin takes on more roles beyond service.

## Context

Fin’s original pricing metric counted value only when it fully resolved a conversation without human involvement. As Fin began handling more complex, multi-step support work, customers increasingly configured it to gather context, interact with external systems, take actions, and then hand off to a human for confirmation.

## Approach / What changed

Fin is replacing resolutions with outcomes as its pricing metric. An outcome is counted when Fin successfully completes the action it was configured to perform during a conversation; this includes end-to-end resolutions and Procedures in which Fin performs work before handing off to a human agent.

## Takeaways

- Fin’s average resolution rate across customers is 76%, and more than 7,000 teams use Fin.
- A Procedure is an outcome where Fin gathers context, takes action, and hands the conversation off when the customer configuration requires it.
- Outcome-based pricing is intended to support compliance-oriented workflows and provide a measurement foundation as Fin takes on roles beyond service.

**Tags:** [AI Agents](https://yomu.fyi/topic/ai-agents), [Customer Experience](https://yomu.fyi/topic/customer-experience), [Pricing](https://yomu.fyi/topic/pricing)

- Source: [Intercom](https://www.intercom.com/blog/from-resolutions-to-outcomes-evolving-how-fin-delivers-value)
- Source URL: https://www.intercom.com/blog/from-resolutions-to-outcomes-evolving-how-fin-delivers-value
- Ingested by Yomu: 2026-09-09T08:20:21.713Z

[Read original post](https://www.intercom.com/blog/from-resolutions-to-outcomes-evolving-how-fin-delivers-value)