Not too long ago, measuring customer support felt like guesswork. You’d send out a CSAT survey after a ticket was closed, cross your fingers, and hope for a good score. The problem was, you only got a tiny, often biased, snapshot of what was really happening.
Thankfully, we've moved on from that. We're now in an era where AI can give you a real-time view of your entire customer experience, not just the bits you happen to see. Intercom's Fin AI Insights is one of the big players in this space, designed to give teams a clear look at how their AI support agent is performing.
But what does it actually do? And, more importantly, is it the right choice for your team? This guide will walk you through what Fin AI Insights is, how it works, and a few things you should think about before diving in.
What exactly is Fin AI Insights?
Put simply, Fin AI Insights is Intercom's toolkit for keeping tabs on your Fin AI Agent. It’s a suite of AI-powered features that help you monitor, analyze, and improve the customer conversations your bot is handling. Think of it as the control room for your AI support operations.
It’s broken down into four main parts:
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CX Score: An AI-generated score for every single customer conversation, so you don't have to rely on spotty survey feedback.
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Performance Dashboard: A single place to track all the important AI stats like resolution rate, how often the bot is involved, and that CX Score.
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Topics Explorer: An AI feature that automatically reads and sorts your conversations by topic, showing you what customers are asking about without any manual tagging.
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Optimize Dashboard: A tool that points out where your AI could do better and gives you AI-powered suggestions to improve its answers.
A new way to look at support quality
The whole point of Fin AI Insights is to shift the focus from just speed and efficiency to a more complete picture of support quality. It’s not just about closing tickets fast; it's about closing them well.
Understanding the Fin AI Insights CX score
The star of the show here is the Customer Experience (CX) Score. Instead of asking customers for feedback, the AI analyzes every conversation for signals like whether the issue was actually solved, the customer's sentiment, and the overall quality of the service. It then spits out a score from 1 to 5 and even tells you in plain English why it landed on that number.
The biggest plus is the sheer amount of feedback you get. Intercom says this can give you up to 5x more data than traditional CSAT surveys, which usually only hear from the happiest or the angriest customers. This gives you a much fuller, more honest picture of your support quality across the board.
See your performance in one place
The Performance Dashboard pulls all your key numbers together in one view. You can see your AI's resolution rate, its involvement in conversations, and the average CX Score at a glance. This is really helpful for making sure you’re balancing speed with quality. It’s easy to get obsessed with a high resolution rate, but if your CX Score is dropping, you know you might be burning through tickets at the expense of a good customer experience. The dashboard helps you catch those trends early.
The catch with Fin AI Insights proprietary metrics
While the CX Score is a neat idea, it’s a metric that only exists inside Intercom. You can't compare it to any industry benchmarks, and if you ever decide to switch helpdesks, that data doesn't come with you. You're basically measuring your success by a standard that your vendor created and controls.
A different way to think about quality is to test and analyze it before your AI ever talks to a customer. For example, a platform like eesel AI has a simulation mode that lets you test your AI on thousands of your own past tickets. This gives you an accurate forecast of how it will perform on your real-world customer issues. It helps you find gaps in your knowledge base from day one so you can improve quality before you even go live, instead of just measuring it afterward.
The eesel AI simulation dashboard shows how AI uses past product knowledge to predict future support automation rates, a key feature when considering Fin AI Insights.How Fin AI Insights helps you analyze and improve
Beyond just measuring things, Fin AI Insights has tools to help you dig into conversation trends and actively make your AI perform better.
Automatically discover customer topics
Anyone who's spent hours manually tagging support tickets knows it's a soul-crushing task. The Topics Explorer is built to eliminate that chore. It uses AI to read all your conversations and automatically group them into topics and subtopics. This gives you a quick, clear view of what’s driving your support volume.
You can then filter these topics by their CX Score or resolution rate to zero in on problem areas. For instance, you might find that conversations about "billing issues" always get a low CX Score. That's a pretty clear signal that your help articles on that subject need some work.
Get AI-powered suggestions for optimization
Once you’ve found a problem, the Optimize Dashboard is there to help. It flags conversations where Fin could have done better and offers "Suggestions" to fix the underlying issue. These are usually AI-powered recommendations, like a tweak to your help content or a new answer you should add. You can review and accept the suggestion with a click, and Fin’s knowledge is updated on the spot.
The limits of a "one-click" fix
One-click suggestions are perfect for straightforward content edits. But what about more complicated problems? What if fixing an issue means your AI needs to look up an order status in Shopify, update a ticket field in your helpdesk, or escalate a bug to a specific engineering team? A simple content edit isn't going to cut it.
That’s when you need more than just suggestions; you need a fully customizable workflow engine. A platform like eesel AI lets you build way beyond simple answer edits. Its prompt editor lets you define custom actions, so your AI agent can make API calls to check order info in real-time, automatically tag and route tickets in Zendesk, or create a ticket in Jira Service Management based on rules you set yourself. This gives you full control to automate entire processes, not just polish up answers.
This workflow diagram illustrates how a tool like eesel AI can automate the entire customer support process, a key consideration for users of Fin AI Insights.Key Fin AI Insights considerations: Platform lock-in and pricing
When you're looking at any new tool, you have to consider the practical side of things. With Fin AI Insights, two big factors jump out: how tightly it’s tied to Intercom and its pricing model.
Is Fin AI Insights for you if you don't use Intercom?
The short answer is no. Fin AI Insights is built exclusively for the Intercom platform and its Fin AI Agent. You can't buy it as a standalone product and plug it into another helpdesk.
This "walled garden" approach can be a huge problem for any team that isn't already all-in on Intercom. If your team runs on Zendesk, Freshdesk, or another platform, you’d be looking at a massive, costly, and painful migration project just to get these features. It’s the very definition of vendor lock-in.
A platform-agnostic tool like eesel AI offers a much more flexible approach. It connects with over 100 tools, including all the major helpdesks, chat apps like Slack, and knowledge bases like Confluence and Google Docs. You can get powerful AI insights without having to rip out and replace all the systems your team already uses every day.
This infographic illustrates how eesel AI integrates knowledge from various sources, offering a flexible alternative to the closed ecosystem of Fin AI Insights.Understanding the Fin AI Insights per-resolution pricing trap
Fin is priced at $0.99 per resolution. On the surface, it sounds simple. But this model has a hidden flaw: it creates unpredictable costs and actually penalizes you for success. The better your AI gets and the more tickets it resolves, the higher your bill goes. This makes budgeting a nightmare and can even make you hesitate to push for maximum automation, which kind of defeats the purpose of an AI agent in the first place.
A more transparent alternative to Fin AI Insights: eesel AI pricing
Instead of a per-resolution model, a predictable, feature-based plan gives you clarity and control over what you're spending. With eesel AI, the pricing is straightforward and based on the capacity you need, not how many tickets you solve.
| Plan | Monthly (bill monthly) | Effective /mo Annual | Bots | AI Interactions/mo | Key Unlocks |
|---|---|---|---|---|---|
| Team | $299 | $239 | Up to 3 | Up to 1,000 | Train on website/docs; Copilot for help desk; Slack; reports. |
| Business | $799 | $639 | Unlimited | Up to 3,000 | Everything in Team + train on past tickets; MS Teams; AI Actions (triage/API calls); bulk simulation; EU data residency. |
| Custom | Contact Sales | Custom | Unlimited | Unlimited | Advanced actions; multi‑agent orchestration; custom integrations; custom data retention; advanced security / controls. |
The verdict on Fin AI Insights: Powerful but prescriptive
Fin AI Insights is a powerful and slick analytics suite, and it's a great choice for teams that are already deeply committed to the Intercom ecosystem. The CX Score is a fresh way to look at quality, and the optimization tools are easy to use.
However, for any team outside of that ecosystem, the drawbacks are pretty big. You’re looking at total vendor lock-in, a focus on pre-packaged suggestions instead of deep customization, and a pricing model that can make it hard to scale. The tool tells you how to improve based on its own rules, rather than giving you the power to build workflows that fit your actual business needs.
Take control of your AI support strategy
These days, running a modern support team without some kind of AI-driven insight is tough. But the right tool should give you flexibility and control, not lock you into one platform or charge you more as you get better. The real advantage comes from being able to customize your automation, connect all your tools together, and grow your operations with costs you can actually predict.
If you’re looking for a solution that gives you powerful AI analytics and automation that works with the tools you already have, offers you fine-grained control over your workflows, and has a transparent pricing model, then eesel AI was built for you. You can start building for free in just a few minutes and see what’s possible.
Frequently asked questions
Fin AI Insights is Intercom's specialized toolkit for monitoring, analyzing, and improving the performance of your Fin AI Agent. It helps support leaders understand customer conversations handled by the bot through various AI-powered features.
The CX Score is an AI-generated metric that analyzes every customer conversation for resolution, sentiment, and overall service quality. It provides a score from 1 to 5, offering a much broader and less biased view of support quality than traditional surveys.
No, Fin AI Insights is exclusively built for the Intercom platform and its Fin AI Agent. It cannot be purchased as a standalone product or plugged into other helpdesk systems like Zendesk or Freshdesk.
Fin AI Insights uses a per-resolution pricing model ($0.99 per resolution), which can lead to unpredictable costs. As your AI agent becomes more efficient and resolves more tickets, your bill increases, potentially penalizing success.
The Topics Explorer feature in Fin AI Insights uses AI to automatically group conversations into topics and subtopics. This helps teams quickly see what customers are asking about and identify problem areas based on associated CX Scores or resolution rates.
While Fin AI Insights offers "one-click" suggestions for content edits, it has limitations for more complex automation. It doesn't provide a fully customizable workflow engine for tasks like making API calls to external systems or managing intricate ticket routing.
The CX Score is a proprietary metric unique to Intercom's Fin AI Insights. This means you cannot compare it to industry benchmarks, and the data is not transferable if you decide to switch to a different helpdesk platform.
