How to implement Intercom’s Fin AI copilot: A complete guide

Imagine a support agent who never sleeps, learns from every ticket, and instantly knows where to find the right answer. That’s what AI copilots bring to the table. They’re changing the way customer support teams work.

Unlike old-school chatbots, AI copilots use advanced natural language processing and deep learning to assist agents in real time. Intercom’s AI copilot, known as Fin AI, has helped teams increase agent efficiency by 31%, while also reducing response times and improving customer satisfaction.

That said, some teams feel a bit boxed in by Fin’s limitations. For example, it doesn’t let you choose specific ticket types for training, which can result in less relevant answers. It also relies mostly on help center content and crawling past answers, which may not capture the full scope of your support operations. This is where tools like eesel AI stand out. With more flexible training options, deeper integrations, and support for custom API actions, eesel gives you greater control over how your AI assistant learns and supports your team.

Why choose AI copilot over traditional support tools?

Basic chatbots had their moment. But when customer expectations started rising, keyword matching and rigid decision trees stopped cutting it. That’s where AI copilots come in. These tools are built to understand context, learn from experience, and help agents deliver faster, smarter support.

Feature	Traditional Tools	AI Copilot
Understanding	Basic keyword matching	Natural language processing with context awareness
Learning	Static response database	Continuous learning from each interaction
Integration	Limited help center only	Comprehensive connection to multiple knowledge sources
Customization	Fixed templates	Dynamic adaptation to conversation context
Agent Assistance	Basic macro suggestions	Proactive guidance with real-time coaching

Modern solutions like eesel AI enhance agent productivity by intelligently surfacing relevant information from multiple knowledge sources. These systems assist agents by drafting contextually appropriate responses while handling routine queries automatically. During complex interactions, AI copilots provide real-time guidance to ensure consistent, high-quality support delivery.

This enhanced capability translates into measurable improvements in support operations, with organizations reporting significant gains in response accuracy and resolution times while maintaining cost-effectiveness through transparent, pay-per-interaction pricing models.

Fin AI copilot features

Intercom’s AI copilot, Fin, is designed to help support agents respond faster and work more efficiently by surfacing the right information at the right time. Here’s a breakdown of its core features:

Real-time reply suggestions

Fin pulls from help center articles, past tickets, and internal documentation to draft accurate responses for agents. These suggestions appear directly inside Intercom, helping agents respond faster without searching manually.

Tone and response controls

Fin lets you choose a preset tone like friendly or professional and set whether replies should be short or detailed. This ensures consistent messaging but doesn’t allow full customization or brand-specific prompts.

Ticket triage and routing

The AI can automatically analyze new tickets, apply tags, and route them to the right team members based on your existing workflows. This reduces manual work and improves response time.

Multilingual support

Fin supports over 45 languages, making it possible to serve a global customer base without additional tools. It helps teams deliver localized support at scale.

Source transparency

Each suggested reply includes a reference link to the original content used. This allows agents to double-check accuracy before sending a response to the customer.

Cross-channel availability

Fin works across Intercom channels including live chat, email, WhatsApp, and Facebook Messenger. This ensures AI assistance is available wherever your customers reach out.

How to set up your AI copilot

Getting started with an AI copilot doesn’t have to be complicated. This section covers what you need to set it up properly and how to make sure it fits into your team’s existing workflow.

1. Organize your knowledge base

Make sure your help center content is clean, current, and categorized. Fin pulls responses directly from this content, so gaps or outdated info will affect performance.

2. Enable Copilot

Inside your Intercom workspace, go to your workspace settings and enable Copilot for full-seat users. Only full seats have access.

3. Configure tone and length

Choose from tone presets (e.g. friendly, professional) and set reply length preferences. While this is helpful for consistency, keep in mind you cannot fine-tune responses or add brand-specific prompts.

4. Test reply suggestions

Use sample tickets to see how Fin suggests replies. Refine your help center content or update categories to improve accuracy.

5. Monitor performance

Once live, review Fin’s usage and suggestion history. This will help you spot areas where the AI struggles and where content needs updating.

You may want to consider how your setup can scale across departments. While Intercom’s Fin AI is tightly integrated within its support environment, it is limited to a single assistant. If you need separate bots for different workflows such as sales, support, or HR, third-party tools like eesel AI allow you to deploy multiple assistants across platforms, each with its own tone and data sources tailored to the team it serves.

Intercom AI copilot pricing

Choosing an AI copilot means weighing features, flexibility, and long-term costs. While platforms like Intercom and eesel AI both offer powerful tools, their pricing models and scope are very different. Here’s how to compare them side by side.

You have two main paths for adding AI copilot capabilities to your support stack:

Native platform solutions like Intercom’s AI copilot provide tight integration with your existing systems but come with certain constraints. The platform-specific features and workflows can limit flexibility as your needs evolve. Additionally, per-agent pricing models as listed on Intercom’s pricing page often lead to higher costs when scaling teams.

Third-party solutions like eesel AI offer greater adaptability through extensive platform integrations and customization options. With transparent pay-per-interaction pricing and dedicated support including technical setup, workflow optimization, and ongoing guidance, these solutions can provide more predictable costs and faster time-to-value.

Intercom AI copilot pricing

Plan	Monthly price per full seat	Included seats
Essential	$39	1 full seat
Advanced	$99	1 full seat + 20 lite seats
Expert	$139	1 full seat + 50 lite seats

Each full seat will have access to Copilot with up to 10 AI conversations per month. If you need more, you can add unlimited usage for $35 per seat, or $29 a month if you choose annual billing. For example, on the Essential plan which is $39 per seat add $35 for unlimited usage, that brings your total to $74 per seat per month.

Only full seats have access to Copilot. A full seat is a paid user license that gives complete access to Intercom features, including the AI assistant and AI-generated replies. Some plans also include lite seats, which are meant for teammates who only need limited access, such as viewing conversations or reports. Lite seats do not include Copilot or other advanced features.

Copilot works only within Intercom. It cannot be used across other platforms or tools.

eesel AI pricing

Plan	Monthly price	Interactions included	Bot limit	Highlights
Starter	$49	500	1	Basic public-facing AI chat
Team	$299	1,000	3	Help desk, Slack integration, reports
Business	$799	3,000	Unlimited	Microsoft Teams, API actions, triage
Custom	Contact Sales	Unlimited	Unlimited	Custom workflows, advanced security, orchestration

eesel AI’s pricing is based on AI usage, not number of agents. It allows you to use one or multiple bots across Intercom, Zendesk, Slack, Confluence, Google Drive, and more, making it a more flexible and scalable choice for cross-platform teams.

Is your AI copilot delivering ROI?

Once your AI copilot is up and running, the next question is simple: is it working? Start by tracking key metrics like agent efficiency (tickets handled per day), average response time, and the rate of fully automated resolutions.

Also, don’t stop at speed. Look at cost reductions in onboarding, fewer manual tasks, and fewer ticket escalations. It is not just about saving time. A well-implemented AI copilot can help your team handle more tickets without hiring more agents, while also improving customer satisfaction and reducing team burnout.

Understanding performance metrics

Measuring the performance of your AI copilot starts with a few key metrics. One of the most important is agent efficiency, which looks at how many tickets each support agent can resolve in a day. This gives a clear picture of productivity over time. Another critical metric is average response time, or how quickly your team is able to reply once a ticket is submitted—an area where even small improvements can have a big impact on customer satisfaction.

You’ll also want to track the automated resolution rate, which tells you how many tickets the AI can fully resolve on its own, without human intervention.

eesel AI gives you a clear view of how your assistant is performing through its history tab. It highlights moments when the AI struggled to respond and surfaces knowledge gaps that may be affecting accuracy. The platform’s knowledge gap analysis helps support teams see where additional training or content could improve resolution rates.

Calculating cost benefits

With Intercom, each full-seat teammate gets 10 Fin AI-assisted conversations per month at no extra cost. But if your team needs more, you’ll need to pay for the unlimited usage add-on, which costs $35/month per seat (or $29/month on annual billing). That’s on top of Intercom’s monthly seat prices, which range from $39 to $139 per agent depending on your plan.

Here’s a quick estimate for a team of 10 agents on the Advanced plan with unlimited Fin AI usage:

• $99/seat × 10 agents = $990/month
• $35/seat for Fin AI unlimited × 10 agents = $350/month
• Total: $1,340/month or $16,080/year

With eesel AI, you pay based on usage (interactions), not seats. The Team plan at $299/month includes up to 1,000 interactions and supports 3 bots. The Business plan at $799/month supports up to 3,000 interactions with unlimited bots. This makes it easier to scale without racking up per-agent charges.

For most mid-size support teams, eesel AI’s usage-based pricing results in more predictable costs, especially when AI handles a large portion of routine queries.

Wrapping up with Fin

Using Intercom’s Fin AI copilot – or exploring flexible options like eesel AI – marks a big step toward smarter, faster support. But it doesn’t have to be overwhelming.Start small. Audit your knowledge base. Choose your most common workflows. Set up a pilot with a small team and measure real results before scaling.

Whether you’re all-in on Fin or just beginning your AI journey, the goal is the same: better support, less manual effort, and happier agents. And if you’re looking for flexibility across platforms, eesel AI offers a simple, powerful way to bring AI copilots into your stack without the seat-based pricing. That’s a Fin-ish worth building toward.

You can start your free trial, book a personalized demo, or reach out directly at hi@eesel.app to get started.