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Intercom launches 12 major Procedures and Simulations updates for complex AI customer support workflows
· featurereleaseapiplatform · intercom.com ↗

Procedures: Natural Language Meets Deterministic Control

Intercom's Procedures enable teams to combine three powerful elements—natural language instructions, deterministic controls, and agentic behavior—to handle complex customer queries while maintaining predictability and control. The updates make building and maintaining Procedures significantly easier:

  • AI-Assisted Drafting: Teams can outline a process and let AI draft complete Procedures based on conversation history, knowledge hub content, and relevant data, with the system prompting for clarifications as needed.
  • Sub-procedures: Complex workflows can now be broken into reusable, modular steps, making workflows easier to read, faster to build, and simpler to maintain.
  • Improved Deterministic Controls: New features include explicit Procedure switching under defined conditions, the ability to instruct Fin to reference specific knowledge hub content, and internal notes for seamless human handoffs.

Enhanced Agentic Capabilities and Testing

The updates strengthen Fin's ability to handle real-world conversations where customers change topics or requirements mid-stream:

  • Automatic Procedure Switching: Fin now intelligently detects when customer intent shifts and switches to the appropriate Procedure automatically without human intervention.
  • Data Extraction: Fin can extract structured data directly from uploaded PDFs and images, reducing the need for customers to repeat information.

Simulations: Confident Deployment at Scale

Simulations allow teams to test complex Procedures before reaching production:

  • AI-Suggested Test Cases: Generate Simulations directly from Procedures to identify edge cases and potential issues.
  • Rich Testing: Upload images for more realistic test scenarios and gain clearer visibility into Fin's reasoning.
  • The Fin Flywheel: These updates support Intercom's train-test-deploy-analyze cycle, helping teams mature their AI workflows over time through continuous validation and refinement.

These updates address a key customer pain point: teams often restrict AI to simple tasks because they lack confidence in setting up and managing complex agentic behavior. With improved tools for defining logic without engineering involvement, Intercom aims to help teams unlock AI's full potential for high-value, complex work.