A new era of Insights has arrived | Community
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We just announced Fin Insights: a groundbreaking product that gives you complete visibility into every customer conversation, with AI-powered tools and suggestions that help you monitor, analyze, and instantly optimize your customer service quality.It’s made up of three connected parts:
 

  1. CX Score
    A breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.
     
  2. Topics Explorer
    Provides an unprecedented view into every customer conversation—organized by topic and sub-topic so you can easily spot patterns, track issues, and take action faster.
     
  3. Optimize Dashboard
    A powerful new tool that highlights specific opportunities to improve Fin’s performance, with AI-powered Suggestions that you can instantly action.

 

Check out the details of what we’ve released here 😀

Would love to get started with this since the webinar, however EU workspaces are yet to be updated. also waiting for MCP news regarding EU workspaces..

Using this a TON this week and blown away by the efficiency. We’re monitoring our weekly CX score with Fin AI Agent conversations, and finding gaps that were more difficult to spot earlier with older reporting methods. 

Quicker and better reports = quicker action and better customer support! Thanks Intercom! 🙌🏼

This looks super useful.

The CX Score alone is a big win — getting a clear view of support quality without relying on surveys is something a lot of teams need.

Topics Explorer is great too. Being able to quickly see what customers are talking about (and what's trending) can save a ton of time.

And the Optimize Dashboard with actionable suggestions? That’s going to help teams improve fast without guessing what to fix.

Really looking forward to seeing how this plays out in real-world use.

Can’t wait to learn about all the things we don’t know or haven’t thought to watch for.

Since a CSAT score/survey wouldn’t be needed, how do companies share with customers that their sentiment (both good and bad) are being heard?

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