Fin Conversations Ep4: Fin Procedures in practice
From The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom by Intercom
October 15, 2025 · 11 min · Episode 482
About this episode
Ruth O’Brien and Declan Ivory discuss the implementation and impact of Fin Procedures in customer support.
Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution rates to improved CSAT. Learn more about Procedures here: https://fin.ai/procedures Watch this episode on YouTube: https://www.youtube.com/watch?v=4sRen1ty1NU Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/decivory/ Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .
People in this episode
Guests: Ruth O’Brien, Declan Ivory
Topics covered
- AI Support
- Customer Support
- Fin Procedures
- Complex Queries
- Customer Satisfaction
Keywords
- AI Support
- Fin Procedures
- Customer Satisfaction
- Intercom
- Complex Queries
Mentioned in this episode
Organizations: Intercom, LinkedIn, YouTube, fin.ai
Products: Fin AI Agent, Fin Procedures
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