50%
Reduced risk of project failure
80%
of organizations we work with are implementing support AI Agent for the first time. That’s why expert guidance from Cloudstride, certified Intercom Solutions Partner, is essential – to ensure you start off on the right foot, avoid common pitfalls, and unlock the full potential of Fin with a tailored, optimized setup.
60%
is Fin’s average resolution rate for customers who implement it right. It’s powered by Fin’s custom AI architecture – designed to handle customer service at scale and complexity, and delivering the highest-quality answers and resolving increasingly complex queries.
Fin’s average resolution rate increases 1% every month
How is Fin different from other AI Agents? It outperforms every competitor in resolving complex queries in every head-to-head test.
An in-depth Intercom study of hundreds of customers revealed how support teams spend their time: 34% on informational queries, 24% on personalized requests, and 32% on tasks requiring actions in third-party systems.
Most AI agents stop at the basics — handling simple informational FAQs. But that’s not where the real value lies. The bulk of your team’s time is spent on complex, high-effort issues: retrieving third-party data, performing actions, and managing workflows.
Fin does it all. It doesn’t just answer questions—it acts on behalf of your customers: retrieving data, executing workflows, and resolving requests end-to-end.
The leap from a 35% resolution rate to 60% isn’t about answering more FAQs. It’s about tackling the tough stuff – refunds, escalations, ambiguous cases, and edge scenarios. That’s where Fin stands apart, delivering the high-value, high-complexity resolutions that move the needle.
34%
INFORMATIONAL
General queries, no account lookup needed
Agent time/query: 5 min
- What’s your refund policy?
- How do I reset my password?
- What are your support hours?
- Do you have a mobile app?
- How can I upgrade to the premium plan?
24%
PERSONALIZED
Customer-specific lookup
Agent time/query: 20 min
- Where is my last order?
- Is my account be activated?
- What’s the status of my support ticket?
- Did my payment go through?
32%
ACTIONS
Performing tasks in 3rd-party systems
Agent time/query: 30 min
- I want to cancel my subscription
- Please issue a refund for my last transaction
- Can you update my shipping address?
- I need to block my lost credit card
- Please change the email linked to my account
Cloudstride’s Fin AI Agent Implementation and Optimization services follow Intercom’s ATTD model (Analyze / Train / Test / Deploy), fully supported by Fin’s no-code configuration framework.
1. Analyze
Spot trends, close gaps, and unlock Fin’s full potential
In the Analyze phase, we dive deep into Fin’s performance and conversation data to spot trends, close content gaps, and fix quality issues – topic by topic. Using powerful tools like Fin Performance Reports, Topics Explorer, and Conversation Monitoring, we identify where Fin excels and where improvements are needed. This step helps uncover high-impact opportunities to automate more with AI and ensures your AI Agent is optimized to handle customer service at scale and complexity.
2. Train
Shape Fin to act, sound, and perform like your team
In the Train phase, we customize Fin’s tone of voice, teach it your support knowledge and policies, and configure the way it handles complex tasks across systems and workflows. By training Fin’s content, behaviour, and actions, we ensure it delivers answers and resolutions just like your best agents – consistent, accurate, and on-brand. With capabilities like multi-source generative answers, real-time translation, and data connector templates, Fin is prepared to operate confidently in over 45 languages and across diverse customer journeys.
3. Test
Validate and fine-tune Fin before going live
In the Test phase, we evaluate Fin’s answers in real-world scenarios, review the sources and settings that shape them, and make adjustments to ensure accuracy and consistency. Using tools like batch testing, audience testing, and answer inspection, we identify areas for improvement and provide tailored recommendations to optimize Fin’s performance – so it’s ready to handle customer interactions with confidence.
4. Deploy
Launch Fin confidently across all channels
In the Deploy phase, we roll out Fin across every customer touchpoint – email, live chat, phone, SMS, and social – ensuring seamless integration and consistent experiences. With built-in guardrails like human handoff, usage limits, and workflows, Fin is ready to deliver accurate, on-brand support at scale while giving you full control over where and how it operates.
Ready to discuss how Fin AI Agent implementation or optimization can be run in your company?
Fin has been successfully implemented in over 5 000 organizations of any industry, size, and support processes complexity.
Omnichannel and Multilingual
Fin can be used across various channels: live chat, email, voice, in-app chat, SMS, WhatsApp, Facebook, Instagram, and more. Fin can answer, triage, and collaborate with your team to deliver consistent experiences across channels.
Combined with powerful multilingual features, Fin helps you scale globally with ease.
Fin Procedures
Fin Procedures (next evolution phase of Fin Tasks) empower Fin to resolve even your most complex queries – like processing refunds, updating accounts, or troubleshooting technical issues. It understands guidances in natural language, follows your policies, and integrates with your systems to fetch data and take actions – all with an intuitive no-code interface anyone can use.
Fin Insights
Fin Insights gives you complete, real-time visibility into your customer experience. It brings together CX Score – a breakthrough AI metric that measures support quality without surveys – with powerful dashboards to track performance, explore request topics, and optimize Fin. From spotting trends and emerging issues to acting on AI-powered suggestions, Fin Insights helps you monitor, improve, and communicate Fin’s impact effortlessly.
Fin AI Agent for Zendesk
Fin for Zendesk lets you harness the power of AI without disrupting your workflows or needing to migrate away from the system you’ve likely been building for years. It connects directly to your Zendesk workspace via API, instantly learning from your Zendesk Guide content and handling tickets, emails, live chat, SMS, and social channels. Fin follows your existing ticket assignment rules, hands off to Zendesk agents seamlessly, and works alongside your automations and reports—all with a quick, no-migration setup.
Fin AI Agent Pricing
$0.99
PER OUTCOME
Yes, it really is that simple.
You only pay when Fin delivers the outcome that matters most to you and your customers. There are two types of outcomes for Fin as Service Agent:
- Resolutions: the customer confirms their issue is resolved, or they don’t request additional help after Fin responds.
- Procedure handoffs: Fin successfully executes a procedure that is configured to end in a handoff to an agent.
Learn more about Fin Outcomes here.
Fin AI Agent works seamlessly with your existing helpdesk (Zendesk, Salesforce, HubSpot, and others), with a monthly minimum of 50 resolutions. Or use Fin natively within the Intercom platform, where pricing starts at just $29 per agent per month.
Why Cloudstride
As Intercom Authorised Solutions Partner, we accelerate your time to value with Fin, ensuring your AI Agent, integrations, processes, and team are setup for success.
As of 2025, 80% of companies are implementing an AI Agent for the first time. That’s why they need a trusted partner to guide them in adopting these cutting-edge technologies successfully. Our team of certified product experts works with both new and existing customers to build a strong foundation of value and maximize the impact of Fin AI Agent.
We support customers with:
- Fin AI Agent implementation for customer service
- Fin optimization
- Fin health checks
- Fin admin enablement
- Fin integration with your helpdesk (Zendesk, Freshdesk, HubSpot, Salesforce, other)
Why invest in services
* Industry standard metrics from 3rd party research forms (TSIA) and comparable SaaS vendors like Slack, AirTable, Smartsheet.
Contact us today!
Please fill in the the form, or simply email us at intercom@cloudstride.io if you want to:
- Discuss how an AI Agent can enhance your customer service
- Talk about your customer support team’s goals and challenges
- Book a personalized Fin demo
- Learn more about our Fin services