GuidesBy professionSupport leads deploying an AI agent on the front line

Letting an AI agent deflect routine tickets and hand off the rest safely

For Support leads deploying an AI agent on the front line.

Intercom's Fin answers routine queries from the knowledge sources you connect and hands off to a person when that is the safest option. Support keeps ownership of which sources Fin can draw on, and sensitive cases route to a human rather than to the agent.

When to use this

Your queue is full of repeat questions, and you want an AI agent to clear the routine ones without improvising on the cases that need a person.

Answers, triages and collaborates with your team across channels
Learns only from the public and private knowledge sources you connect
Hands off automatically when that is the safest option for the customer, including high-risk content

Workflow

Connect only the knowledge sources you trust Fin to answer from
Decide which topics always route to a person, such as billing, security and complaints
Turn Fin on for routine queries and watch the first days closely
Review handoffs and escalations to see where Fin was unsure or wrong
Fix the underlying source content rather than patching individual replies

Prompts to try

Use it, adapt it, and make it your own.

Draft a short policy for our AI support agent: list the query types it may answer from our help centre, and the types that must always go to a human, such as billing, security and complaints. Explain each boundary in one line.

Ask Bit to adapt it →

Human lens

You choose which knowledge sources Fin may answer from
You route billing, security and complaints to a person, not the agent
You review escalations and fix the source content where Fin gets it wrong

What to avoid

Fin is only as accurate as the sources you connect, so wrong source content becomes wrong answers
Keep billing, security and complaints with a person rather than the agent
Review handoffs early rather than assuming the routing is right from day one

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