--- name: Fin Product Updates slug: fin-product-updates type: video source_url: https://www.youtube.com/playlist?list=PLlCIldMZCaFrUbMpYXSrF_y3ehYAVxZWm organization: Intercom organization_slug: intercom total_releases: 5 latest_date: 2026-04-09 last_updated: 2026-06-03 tracking_since: 2025-12-22 canonical: https://releases.sh/intercom/fin-product-updates organization_url: https://releases.sh/intercom --- ## Fin Product Updates | March 2026 Over the past month we've delivered complete control over your conversation quality in Monitors, launched the best-performing model for customer service in Fin Apex 1.0, shipped Fin CLI for autonomous setup through your Agents, updates to Procedures, Helpdesk, and more. Here's the full rundown, with real demos and why each change matters for your team and your customers. → Fin Apex 1.0 - Our first custom model, purpose-built for customer service. Apex 1.0 outperforms every frontier model on resolution, hallucination, and speed. → Monitors - AI-powered QA that automatically reviews Fin's conversations so you catch issues before they reach more customers. → Fin CLI - Brian shows how AI coding Agents can now set Intercom and Fin up autonomously, from install to live. → Procedures - Introducing updates including versioning, rollbacks, and failure reporting. → Fin over Discord - Built specifically for how support works in Discord. Public answers, private threads, and control over what Fin answers (or doesn’t) → Intercom Helpdesk updates - Workflow version history, changing ticket types, and WhatsApp voice note replies. Everything shown is ready to use – watch Brian D and Brian S show you what’s new. 0:00-1:00 - Introduction 1:00-3:10 - Fin Apex 1.0 3:10-6:21 - Monitors 6:21-8:43 - Fin CLI 8:43-10:45 - Procedures 10:45-12:21 - Fin over Discord 12:21-14:31 - Help desk updates and more Discover what Fin can do for your business. 🔎 Learn More Explore Fin → https://www.fin.ai See more customer stories → https://www.fin.ai/customers Check out product FAQs → https://www.intercom.com/help 🤝 Connect With Us LinkedIn → https://www.linkedin.com/showcase/fin → https://www.linkedin.com/company/intercom X (formerly Twitter) → https://x.com/fin_ai → https://x.com/intercom YouTube → https://www.youtube.com/@intercom-inc → https://www.youtube.com/@Fin-Customer-Agent #AIAgents #CustomerSupportAI #ArtificialIntelligence #ProductUpdates #FinAI ## Fin Product Updates February 2026 – Procedures & Simulations, Fin Voice, Fin on Shopify, and more Over the past four weeks, we've shipped major improvements to Procedures & Simulations, big updates to the Fin Voice experience, and made it significantly easier to set Fin up as a personalized shopping assistant. Here's the full rundown, with real demos and why each change matters for your team and your customers. What's new: → Procedures & Simulations (0:51): Build and manage Fin for complex queries without needing an engineer. Write in natural language, test every step in simulation, and deploy with confidence. → Fin Voice: pronunciation rules (4:18): Full control over how Fin says your brand and product names, so every call sounds like it belongs to your company. → Fin Voice: 11 new natural voices (5:48): More voice options to match the tone and feel of your brand. → Fin Voice: background noise reduction (6:28): Fin automatically detects and filters background noise on calls, no configuration needed. → Shopify Setup Experience (8:21): Connect Fin to your Shopify store in under two minutes. Fin learns your full catalog, tracks live inventory, and becomes a personalized shopping assistant right out of the box. → Help Desk Updates (12:31): 11 new call metrics for teams using phone support, and holiday office hours – our most upvoted community request. Everything shown is ready to use now. Watch Brian, Alihan, and Robert walk through what's new! Discover what Fin can do for your business. 🔎 Learn More Explore Fin → https://www.fin.ai See more customer stories → https://www.fin.ai/customers Check out product FAQs → https://www.intercom.com/help 🤝 Connect With Us LinkedIn → https://www.linkedin.com/showcase/fin → https://www.linkedin.com/company/intercom X (formerly Twitter) → https://x.com/fin_ai → https://x.com/intercom YouTube → https://www.youtube.com/@intercom-inc → https://www.youtube.com/@Fin-Customer-Agent 0:00-0:51 – The Fin Flywheel 0:51-3:31 – Procedures and Simulations 3:31-4:18 – Fin Voice updates overview 4:18-5:48 – Fin Voice Pronunciation Rules 5:48-6:28 – Fin Voice new natural voices 6:28-8:21 – Fin Voice noise reduction 8:21-12:31 – Shopify Setup Experience 12:31-14:59 Help Desk Updates #CustomerSupport #AIAgent #Ecommerce #Shopify #Intercom ## Fin Product Announcement: Procedures & Simulations Fin Product Announcement: Procedures & Simulations Perfect customer experiences are now possible — even for complex conversations. Join us live for a Fin product announcement introducing updates to Procedures & Simulations, Intercom’s approach to building and scaling AI automation with confidence. As teams push AI beyond simple FAQs, most hit a ceiling — basic AI is easy to set up, but hard to move past informational conversations. Procedures & Simulations are designed to handle real, complex customer conversations. In this session, you’ll see updates that make AI automation for Fin more powerful and easier for teams to manage themselves — providing a self-serve way to build complex automations using natural language and connect Fin to your tools and data, with control through rules and logic. You’ll hear from Paul Adams, Chief Product Officer, alongside the product teams behind Procedures & Simulations and our sales engineering team, sharing lessons learned from customers already running complex workflows in production. Discover what Fin can do for your business. 🔎 Learn More Explore Fin → https://www.fin.ai See more customer stories → https://www.fin.ai/customers Check out product FAQs → https://www.intercom.com/help 🤝 Connect With Us LinkedIn → https://www.linkedin.com/showcase/fin → https://www.linkedin.com/company/intercom X (formerly Twitter) → https://x.com/fin_ai → https://x.com/intercom YouTube → https://www.youtube.com/@intercom-inc → https://www.youtube.com/@Fin-Customer-Agent ## Fin Product Updates January 2026 – Automation Rate, Optimize Dashboard, Image Answers, and more January’s Fin Product Updates are here. We’re walking through what we shipped this month, with real demos and why each change matters for your team and your customer experience. January highlights: → Performance Report and Automation Rate: the percentage of total customer conversations Fin resolves end to end, reflecting Fin’s true operational impact. → Optimize Dashboard: Get AI-powered Suggestions to improve resolution rates based on analysis of conversations that Fin couldn't resolve. → Content Suggestions: AI-generated articles and edits that clean up duplicate or conflicting content, making it easy to improve Fin in just a few clicks. → Data & Action Suggestions: Identify the data Fin is missing and the actions it could take to resolve more conversations. → Image Answers: Fin can now send screenshots, visuals, and even GIFs, making responses clearer and more effective. Everything shown is live today. As always, our teams are shipping at an incredible rate, which means that Fin is getting better every month. We'll be back in February with another set of updates! Watch Brian, Christine, and Pedro walk through what’s new. Discover what Fin can do for your business. 🔎 Learn More Explore Fin → https://www.fin.ai See more customer stories → https://www.fin.ai/customers Check out product FAQs → https://www.intercom.com/help 🤝 Connect With Us LinkedIn → https://www.linkedin.com/showcase/fin → https://www.linkedin.com/company/intercom X (formerly Twitter) → https://x.com/fin_ai → https://x.com/intercom YouTube → https://www.youtube.com/@intercom-inc → https://www.youtube.com/@Fin-Customer-Agent 0:00-0:45 – The Fin Flywheel 0:45-1:03 – Updates list 1:03-2:07 – Performance Report 2:07-4:46 – Automation Rate 4:46-5:26 – Suggestions 5:26-8:59 – Content Suggestions 8:59-11:01 – Data and Action Suggestions 11:01-14:01 – Fin Image Answers 14:01-14:46 – What's next #AICustomerSupport #IntercomFin #ProductUpdate #AutomationTools #CustomerExperience ## Fin Product Updates December 2025 – CX Reasons, Trending Topics, Fin over Slack, and more Customer expectations evolve constantly. Your AI Agent has to evolve faster. We're launching a monthly series that shows exactly how Fin evolves, with real product demos and context on why each update matters for your customer experience and support operations. Our team is shipping updates at an incredible rate, which means that Fin is getting better every month. We'll be back next month with another set of updates! December highlights: 0:00-1:44 – Intro 1:44-7:26 – CX Score Reasons: See what drives (or drags down) your support quality 7:26-10:30 – Curated Topics: Customize and manage your Topics 10:30-13:30 – Trending Topics: Spot issues before they become problems 13:30-14:40 – Fin over Slack: Support customers in their workspace 14:40-16:29 – Audience Control: Manage multiple segments with precision 16:29-17:13 – Content Experience: All your Fin content, one place 17:13-18:10 – Fin Changelog: Track changes, diagnose faster 18:10-19:18 – What's next Discover what Fin can do for your business. 🔎 Learn More Explore Fin → https://www.fin.ai See more customer stories → https://www.fin.ai/customers Check out product FAQs → https://www.intercom.com/help 🤝 Connect With Us LinkedIn → https://www.linkedin.com/showcase/fin → https://www.linkedin.com/company/intercom X (formerly Twitter) → https://x.com/fin_ai → https://x.com/intercom YouTube → https://www.youtube.com/@intercom-inc → https://www.youtube.com/@Fin-Customer-Agent #AICustomerSupport #CustomerExperience #AIProductUpdates #CustomerSupportSoftware