Meet Fin: Intercom's AI chatbot, Powered by GPT-4

Summary

Intercom launched Fin, an AI chatbot powered by GPT-4 and fine-tuned for customer support, combining existing Resolution Bot technology with the new model. Fin answers questions solely using content from a business’s existing help center, reducing hallucinations by constraining its knowledge base and refusing out-of-domain queries. It requires minimal setup, automatically ingesting articles from Intercom or Zendesk help centers, and updates responses when articles change. Fin links to source articles for verification, handles multi-turn conversations, and seamlessly passes unanswered queries to human support representatives. Limitations include potential inaccuracies, high cost of GPT-4, and latency of 10 or more seconds, but Intercom expects improvements, is exploring configuration settings for creativity tradeoffs, and is rolling out a limited beta with a waitlist.

Takeaways

1. 1

   Fin constrains its answers to content from the business’s help center, refusing out-of-domain questions to increase predictability and trustworthiness.

2. 2

   Fin requires minimal setup by automatically ingesting existing help center articles from Intercom or Zendesk, and updates responses when articles change.

3. 3

   Limitations include potential inaccuracies (though reduced with GPT-4), high cost of running GPT-4, and latency of 10+ seconds, but Intercom expects these to improve over time.

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