Fin is Intercom's AI customer service agent, built on GPT-4 and connected to your help documentation. It handles incoming support conversations automatically, resolving questions based on your knowledge base, escalating to human agents when it can't resolve the issue confidently, and passing full conversation context when it does. Resolution rates vary by company, but Intercom reports averages of 40-60% of tickets resolved without human involvement. The quality of resolution matters as much as the quantity - Fin qualifies uncertain answers and declines to speculate rather than hallucinating responses. For support teams drowning in ticket volume, Fin offers a path to handling growth in support demand without proportional headcount growth - and without the degraded experience of rule-based chatbots.