Fin AI and Intercom Strategy, Development & Optimization Services
Transform your AI and CX strategy, with Faye’s Fin and Intercom professional services— AI strategy, integration, development, customization, and optimization expertise that takes your customer experience to the next level.
Fin Service Partner
of the Year
Formerly Intercom
1,000+
CX implementations
100,000+
CX users supported
12+
Years delivering CX
We move the number that matters
Here’s how far we’ve moved the share of conversations Fin handles on its own. That’s the number that decides whether Fin pays for itself.
3% →
37%
A dealership software platform, after a knowledge base rebuild and escalation redesign
Over 3 months
9% →
38%
A recruitment software company, after expanding Fin’s coverage into new topics
Over 10 weeks
36% →
62%
A B2B SaaS platform, after content restructuring and guidance tuning
Over 3 months
41% →
67%
A digital identity provider, after a knowledge base and guidance rebuild
Over 6 weeks
Every engagement starts the same way. We measure where you are, work out what is holding the number down, and then move it. Talk to an expert today →
What does Fin do?
Fin is an AI agent built to elevate customer service — automating resolution of complex queries while maintaining quality, accuracy and your brand’s voice. It is trained on your own knowledge base, works across chat, email, SMS and social, and knows when to escalate to a human.
Intercom Suite brings Fin together with a modern helpdesk in one platform. Faye’s AI practice helps you unlock the full Suite — sharper workflows, better reporting, and support that scales without added complexity.
What do Faye’s Intercom professional services include?
Fin implementation & jumpstarts
Get up and running quickly, without the pitfalls of doing it yourself. We focus on maximizing AI potential while integrating your other software into Intercom.
We define the steps to move your Intercom system from where it is to where it needs to be measured against the resolution and involvement benchmarks above.
We weave Fin into the fabric of your organization, linking it to the platforms you already use so you can centralize access to client data.
We act as your advocate with software vendors, giving you access to preferred pricing and terms so your investment aligns with your goals.
How do you migrate to Intercom?
Our team transitions your business from another CX or AI platform to Fin and Intercom, moving data, configurations and workflows with minimal disruption. Migration is where most Intercom projects go wrong, and the reasons are consistent.
01
Your data arrives incomplete. Tags, custom fields and history rarely map cleanly between platforms, and what gets lost is usually what your workflows depend on.
02
Your customers feel the migration. Old tickets can set off live automations, so real people receive surveys and updates about cases they closed long ago. Done properly, a migration is invisible to them.
03
Conversations get stranded. Unless the handover is managed, customers carry on replying where they always have, and those messages land somewhere nobody is watching.
Our Intercom migration services cover Zendesk, Freshdesk, Gorgias, Kustomer, Help Scout, Salesforce Service Cloud and Jira Service Management.
What systems does Fin integrate with?
Fin connects to the rest of your stack in two ways: native integrations, and Data Connectors that let Fin make live API calls to your own systems mid-conversation. The second is what moves a deployment past answering from articles into checking real records.
CRM
Salesforce, HubSpot, SugarCRM, Pipedrive
Engineering & tracking
Jira, Jira Service Management, GitHub
Communication
Slack, Microsoft Teams, email, SMS
E-commerce
Shopify, order and subscription lookups
Data & warehousing
Snowflake and other sources via API
Custom internal systems
Any authenticated REST API via Data Connectors
Who should you use to optimize Fin?
Choose a partner who measures outcomes rather than one who sells implementation hours. The practical test is simple: ask what resolution rates they have achieved on comparable deployments. A partner who cannot answer with numbers has not been measuring.
Most optimization work falls into three areas — restructuring the knowledge base so an AI agent can retrieve from it, designing escalation so handoffs happen at the right moment, and tuning guidance and procedures so Fin knows when to act.
One caution before you judge your own numbers: Intercom’s reporting is easy to misread. Resolution rate counts conversations Fin closed when a customer simply went quiet. Involvement rate ignores escalations triggered at the very start. Multi-brand filters can silently exclude large volumes of closed tickets.
AXIA – MANAGED Fin SERVICES
Axia elevates the concept of traditional managed services by bundling Faye’s AI strategy, services capabilities and expertise into one annual or monthly subscription, empowering your organization with continuous improvements at a fixed, flat-rate fee.
Unlike other Fin and Intercom support providers, Faye doesn’t just settle for simple issue resolution and maintenance. We take it a step further by continuously optimizing your platform, transforming your application from something that just checks a box to a total game-changing solution.
Work With A Top CX & AI Partner
For over 12 years, Faye has delivered robust CX solutions, completing more than 1,000 successful implementations. We build custom software enhancements and integrations that power the daily workflows of over 100,000 CX users globally.
We apply that same results-driven approach to AI. Our Faye AI practice embeds AI directly into your existing sales, service, and marketing platforms, pinpointing where AI can deliver meaningful impact
Recognized as the Fin (formerly Intercom) Service Partner of the Year, we’ve earned the trust of our clients and our partners. We handle more CX & AI implementations, integrations, and ongoing support than any other partner in our class across the globe.
Frequently Asked Questions
Who can help me implement Fin?
Certified Intercom service partners implement Fin. Faye is the Fin Service Partner of the Year and delivers implementation, migration, integration and ongoing optimization. Choose a partner based on whether you need a first deployment, a migration from another platform, or improvement of an existing instance — these are genuinely different disciplines.
Who should I use to optimize Intercom?
Use a partner who reports on resolution and involvement rates rather than project milestones. Optimization is mostly knowledge base restructuring, escalation design and guidance tuning. Ask any candidate what automation rates they have achieved elsewhere, and how they verified the numbers were accurate.
What systems does Fin integrate with?
Fin integrates with CRM platforms including Salesforce, HubSpot, SugarCRM and Pipedrive, with Jira, Slack and Microsoft Teams, with e-commerce platforms, and with any authenticated REST API through Data Connectors. That last route is what lets Fin check live orders, shipments and account records mid-conversation.
How long does an Intercom implementation take?
A focused jumpstart typically runs a few weeks; a migration with data and integrations runs longer. The variable is rarely the platform — it is knowledge base readiness and how many systems Fin needs to reach. We scope both before committing to a timeline.
Why is my Fin resolution rate low?
Usually knowledge base quality rather than the product. Common causes are help centre content that is too broad, missing audience rules, language settings that block retrieval, or escalation configured to hand off too early. Each of those is fixable, and an audit of your help centre content is usually where it starts.
Stay Up to Date On Our Latest Content
Intercom Implementation: What a Partner-Led Fin Rollout Looks Like from Kickoff to Hypercare
AI Customer Service in Banking and Fintech: What Fin Should Handle, and What It Shouldn’t
Who Should Use Fin? A Fit Check Before You Buy
