AI-First Tiered Support Stack
Intercom Fin acts as the front-line AI agent, resolving customer queries autonomously across chat, email, and messaging channels. When Fin cannot resolve an issue it escalates directly into Zendesk with full conversation context, tags, and structured ticket data. No manual handoff required. Teams keep Zendesk as their system of record while Fin handles the volume.
The workflow — 2 agents in sequence
Front-line autonomous resolution
AI customer agent from Fin, formerly Intercom, now part of Salesforce. $0.99 per outcome, 76% average resolution rate across 12,000+ customers. Runs on any helpdesk or with Intercom.
Fin resolves queries autonomously across all channels. When it cannot resolve an issue, it escalates with full context
Ticket management and human agent routing
AI agents, Copilot and Forethought AI agents on the Zendesk customer service suite, billed per automated resolution. Support Team from $19/agent/mo, Suite from $55, paid yearly (USD).
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MCP (Model Context Protocol) is an open standard for connecting AI agents to tools and data. The agents that publish a server can be connected into directly by an AI assistant. The others act as clients, meaning they consume external tools rather than exposing their own, so those steps still need conventional integration.
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