What's New

Intercom released 12 significant updates to Fin's core Procedures and Simulations features, designed to help teams deploy AI agents for complex customer service work with greater confidence and control.

Procedures Enhancements

Natural Language & AI-Assisted Authoring:

• Draft complete Procedures using AI by providing process outlines; the system generates conditional logic based on conversation history and knowledge hub content
• Break complex workflows into reusable Sub-procedures to simplify maintenance and reduce duplication

Improved Deterministic Controls:

• Instruct Fin to reference specific knowledge hub articles or policies in defined scenarios
• Set explicit rules that deterministically trigger Procedure switches (e.g., escalate to complaints workflow if risk signals detected)
• Include internal notes during human handoffs to provide context to team members

Enhanced Agentic Behavior:

• Automatic Procedure switching when customer intent changes mid-conversation
• Extract structured data directly from uploaded PDFs and images, eliminating the need for customers to repeat information

Simulations Enhancements

• Generate AI-suggested Simulations directly from Procedures to identify edge cases
• Upload images for richer, more realistic test scenarios
• Gain deeper visibility into Fin's reasoning and decision-making process for confident deployment

Why This Matters

Teams often hit a ceiling with AI agents when they restrict them to simple automation. Procedures and Simulations address the core barriers: the difficulty of setting up conditional logic without engineering involvement, and the uncertainty about deploying complex workflows. By combining natural language instructions with deterministic controls, Fin can now handle genuinely complex work while maintaining transparency and control—following what Intercom calls the "Fin Flywheel" of train, test, deploy, and analyze.