---
title: "What’s new with Fin 3: The best AI Agent for complex queries across every channel"
description: "Fin 3 is presented as an AI Agent for customer service focused on increasing automation rate by handling complex queries end-to-end across more channels. Procedures combine natural-language instructions with data connectors, conditional steps, code snippets, and approval checkpoints, allowing teams to encode standard operating procedures with varying levels of control. Simulations provide multi-turn testing for different customer segments and scenarios, while Fin Voice, Slack, and Discord expand deployment options. Insights upgrades add CX Score Reasons, Topic Trends, and AI-powered Suggestions that surface quality changes, topic shifts, and content improvements. The announcement says Fin 3’s broader goal is to increase the share of overall support workload it handles, beyond a resolution-rate metric that had reached 66% on average across more than 6,000 customers."
---

# What’s new with Fin 3: The best AI Agent for complex queries across every channel

[Intercom](https://yomu.fyi/company/intercom) · Declan Ivory · Oct 30, 2025

**Type:** Announcement

## Summary

Fin 3 is presented as an AI Agent for customer service focused on increasing automation rate by handling complex queries end-to-end across more channels. Procedures combine natural-language instructions with data connectors, conditional steps, code snippets, and approval checkpoints, allowing teams to encode standard operating procedures with varying levels of control. Simulations provide multi-turn testing for different customer segments and scenarios, while Fin Voice, Slack, and Discord expand deployment options. Insights upgrades add CX Score Reasons, Topic Trends, and AI-powered Suggestions that surface quality changes, topic shifts, and content improvements. The announcement says Fin 3’s broader goal is to increase the share of overall support workload it handles, beyond a resolution-rate metric that had reached 66% on average across more than 6,000 customers.

## Context

Fin evolved from Fin 1, which used knowledge content for informational queries, to Fin 2, which demonstrated human-quality service. Since Fin 2 launched, its average resolution rate reached 66% across more than 6,000 customers, but the announcement argues that resolution rate does not capture the differing complexity of interactions. Fin 3 therefore emphasizes complex queries, additional channels, and automation rate.

## Approach / What changed

Fin 3 expands the Fin Flywheel across training, testing, deployment, and analysis. Teams can write Procedures in natural language, add deterministic controls such as connectors, conditions, code, and approval checkpoints, test multi-turn behavior with Simulations, deploy through chat, Voice, Slack, and Discord, and use upgraded Insights for CX measurement, topic trends, and content or workflow suggestions.

## Takeaways

- Procedures combine natural-language SOPs with deterministic controls, including data connectors, conditional steps, code snippets, and approval checkpoints for sensitive actions.
- Simulations run full multi-turn conversations for selected Procedures and customer segments, helping teams test edge cases, inspect behavior, and rerun suggested fixes.
- Fin 3 shifts emphasis from resolution rate to automation rate: the stated average resolution rate is 66% across more than 6,000 customers, but query complexity affects how much work is actually automated.

## FAQ

### How do Procedures make complex customer-service workflows controllable?

Teams can provide natural-language instructions and layer in data connectors, conditional steps, code snippets, and approval checkpoints. Fin can reason through conversations while following defined processes and pausing for human control when required.

### What does Simulations test?

Simulations run complete, multi-turn conversations for a selected Procedure and user or customer segment. Teams can inspect how Fin follows and reasons through each step, store scenarios in a library, and rerun tests after changes.

### Which channels does Fin 3 support?

The announcement says Fin 3 extends deployment to Slack and Discord and includes improvements to Voice. Fin Voice logs calls with transcripts, summaries, and outcomes, and uses the same foundation as chat.

**Tags:** [AI Agents](https://yomu.fyi/topic/ai-agents), [Automation](https://yomu.fyi/topic/automation), [Fin](https://yomu.fyi/topic/fin)

- Source: [Intercom](https://www.intercom.com/blog/whats-new-with-fin-3)
- Source URL: https://www.intercom.com/blog/whats-new-with-fin-3
- Ingested by Yomu: 2026-09-17T14:13:05.721Z

[Read original post](https://www.intercom.com/blog/whats-new-with-fin-3)