---
title: "Meet Fin: Intercom's AI chatbot, Powered by GPT-4"
description: "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."
---

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

[Intercom](https://yomu.fyi/company/intercom) · Oct 8, 2026

**Type:** Announcement

## 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.

## Context

Customer service teams needed a chatbot that could answer questions naturally without hallucinations, but earlier models like GPT-3.5 were too prone to making things up.

## Approach / What changed

Fin combines Intercom’s Resolution Bot technology with GPT-4, constraining answers to help center content to reduce hallucinations, requiring minimal setup by ingesting existing articles, and linking to sources for verification.

## Takeaways

- Fin constrains its answers to content from the business’s help center, refusing out-of-domain questions to increase predictability and trustworthiness.
- Fin requires minimal setup by automatically ingesting existing help center articles from Intercom or Zendesk, and updates responses when articles change.
- 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.

## FAQ

### How does Fin reduce hallucinations?

Fin reduces hallucinations by constraining its answers to only use content from the business's help center and refusing to answer out-of-domain questions. It also links to source articles for verification, allowing customers to validate responses.

### What happens if Fin cannot answer a question?

If Fin cannot answer a question, it seamlessly passes the query to human support representatives, integrating with Intercom's existing workflows for a smooth handoff.

### What are the main limitations of Fin?

The main limitations are potential inaccuracies (though reduced with GPT-4), high cost of running GPT-4, and latency of 10 or more seconds. Intercom expects these to improve over time and is exploring configuration settings for creativity tradeoffs.

**Tags:** [AI](https://yomu.fyi/topic/ai), [Chatbot](https://yomu.fyi/topic/chatbot), [Customer Support](https://yomu.fyi/topic/customer-support), [GPT-4](https://yomu.fyi/topic/gpt-4), [Intercom](https://yomu.fyi/topic/intercom)

- Source: [Intercom](https://www.intercom.com/blog/announcing-intercoms-new-ai-chatbot)
- Source URL: https://www.intercom.com/blog/announcing-intercoms-new-ai-chatbot
- Ingested by Yomu: 2026-10-08T18:00:29.035Z

[Read original post](https://www.intercom.com/blog/announcing-intercoms-new-ai-chatbot)