40+ machine learning scientists, engineers, and designers building Fin — the #1-rated AI agent for customer service.
## Fin AI Engine Fin is powered by a proprietary, patent-pending AI Engine with six optimization layers that work together to resolve customer support conversations across chat, email, voice, and social channels: 1. **Query Refinement** — reformulates and contextualizes customer questions 2. **Content Retrieval** — surfaces relevant knowledge using our `fin-cx-retrieval` model 3. **Reranking** — precision-ranks candidates with our `fin-cx-reranker` model 4. **Response Generation** — produces answers via `Fin Apex 1.0`, our core generative model 5. **Accuracy Validation** — checks responses against safety and correctness standards 6. **Engine Optimization** — continuously calibrates the full pipeline ## Research Areas Our team works at the intersection of applied ML and production-scale customer service: - **Retrieval & Reranking** — domain-specific embedding and cross-encoder models for enterprise knowledge bases - **Agentic Tool Use** — procedure execution, API orchestration, and multi-step reasoning - **Fine-Tuning & Alignment** — GRPO training and supervised fine-tuning for customer support domains - **Evaluation & Safety** — hallucination detection, answer quality scoring, and automated red-teaming - **Dialogue Understanding** — topic modelling combining unsupervised learning with generative AI for conversation analysis and continuous improvement 📄 Read more on our [AI Research Blog](https://fin.ai/research) ## Links - 🌐 [fin.ai](https://fin.ai) - 🔬 [Research](https://fin.ai/research) - 🐙 [GitHub](https://github.com/intercom) - 🐦 [Twitter](https://twitter.com/intercom) - 💼 [LinkedIn](https://linkedin.com/company/intercom)