Intercom, now called Fin, launches an AI agent whose only job is managing another AI agent
The company formerly known as Intercom just did something that no major customer service platform has attempted at scale: it built an AI agent whose sole job is to manage another AI agent.
Fin Operator, announced Thursday at a live event in San Francisco, is a new AI-powered system designed specifically for the back-office teams that configure, monitor, and improve Fin, the company's customer-facing AI agent. Rather than replacing human support agents — which is what Fin itself does on the front lines — Operator targets the growing army of support operations professionals who spend their days updating knowledge bases, debugging conversation failures, and combing through performance dashboards.
"Fin is an agent for your customers," Brian Donohue, the company's VP of Product, told VentureBeat in an exclusive interview ahead of the launch. "Operator is an agent for your support ops team. This is an agent for the back...
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