Hey everyone! 👋
I’ve been diving deep into the new multi-role capabilities for Fin, and while the "one agent for everything" approach is a great start, I believe the next evolution of Fin should be Persona-Based.
Right now, we have one "Fin" with one name and one tone across the whole journey. But in the real world, a customer's needs change as they move from the storefront to the support queue. Here’s why I think Intercom should develop the ability to define distinct Personas (e.g., "Mike" for Sales vs. "Thomas" for Support):
1. Trust is Built on Context 🤝
A "Sales" persona needs to be proactive, persuasive, and high-energy 🚀. A "Support" persona needs to be empathetic, cautious, and technical 🛠️. Using a single "Humorous" or "Professional" tone for both feels like a compromise.
2. Visual Continuity & Human-Centric Design 🖼️
By allowing us to set different Names and Avatars for different services:
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For Sales: A friendly face (Mike) that feels like an account executive.
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For Support: A specialist identity (Thomas) that signals expert assistance. This helps customers mentally "switch gears" and sets the right expectation for the conversation.
3. Specialized "Tool-Belts" for Agentic AI 🧰
If we treat these as separate personas, we can define specific Permissions and Data Connectors for each:
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Mike (Sales) could have access to HubSpot or Salesforce to check lead status 📈.
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Thomas (Support) could have access to internal dev docs or API logs to troubleshoot bugs 🐛.
4. Cleaner Analytics & Handoffs 📊
Separating personas allows for role-specific KPIs. We could measure "Mike" on Conversion/Booking Rate and "Thomas" on Resolution/Deflection Rate. It also makes the "AI-to-AI" handoff possible—imagine Thomas realizing a query is actually a sales lead and "transferring" the user to Mike!
The Vision: Moving from a "Generalist Bot" to a "Specialized AI Team." 🏛️🇬🇧
I’d love to hear from the product team and the rest of the community—would you prefer one consistent Fin, or do you see the value in a squad of specialized AI personas?
#FinAI #ProductFeedback #AgenticAI #CustomerEngagement
Cheers,
Roy 🇬🇧