AI agents for customer support
Support teams now run AI agents that answer customers directly and take actions through connected systems. Quality depends on what you train the agent on, when it hands off to a person and what customer data it can see. These drills train setup, testing and handoffs in Intercom Fin and HubSpot, plus the rules for support transcripts.
Where AI fits in your work
- Train an AI agent on your help contentIntercom Fin · HubSpot Breeze
- Set when the agent hands off to a personIntercom Fin
- Use support transcripts with AI safelyCustomer and candidate data
- Check an AI answer before it becomes a saved replyReading AI answers
The tools
Why learn these now
The agent speaks for your company
An AI agent's answer reaches the customer without anyone reviewing it first. Training it on customer-safe content and testing before you publish protects trust.
Handoffs shape the experience
Customers get frustrated when an agent loops instead of passing them to a person. Clear escalation rules, set before launch, fix that.
You pay per outcome
Intercom bills Fin per outcome, such as a resolution or a Procedure handoff. Reading its performance reports tells you what you pay for and where it fails.[1]
Transcripts are personal data
Support conversations hold names, orders and sometimes payment or health details. Reusing them with AI must fit the purpose they were collected for.[2]
Questions
What is the difference between Fin Guidance and Procedures?
Guidance shapes how Fin communicates, such as tone and what to ask first. Procedures handle multi-step processes with branching and connections to your systems. Fin Tasks were the older version of Procedures.[3]
When should an AI support agent hand off to a person?
When the customer asks for a person, when the issue involves money, account access or safety, or when the agent can't resolve it after a try. Set these rules before launch and review handed-off conversations every week.
Can I use customer transcripts to train an AI agent?
Use content your company approves for that purpose, and remove personal details the agent doesn't need. Laws such as GDPR limit reusing personal data for a new purpose.[2]
Sources (3)
- Fin Help Center, Fin pricing and outcomes read 2026-11-06
- EUR-Lex, General Data Protection Regulation (EU) 2016/679 read 2026-11-06
- Fin Help Center, Procedures vs Tasks vs Workflows read 2026-11-06