Fin Launches Fin 4 at Pioneer Event

Fin today at its Pioneer 2026 event in San Franciso introduced Fin 4, the latest version of its platform with major upgrades to every part of the Fin system, including a more capable Customer Agent, a more powerful Operator, and new ways for Fin to work with team members.

As a major part of the system upgrades, the company broadened Fin's capabilities as a Customer Agent to onboard, activate, and?re-engage customers. Fin is now proactive; it starts the conversation and interaction with the customer itself. Fin is now outcome-driven, based on what companies want to achieve for their businesses and customers, over any time horizon. Fin also adapts to each customer, handling whatever comes up in conversation.

Fin will proactively engage customers, deciding when to help, what to say, and where to reach each customer. Fin can follow up on a stalled conversation or nudge a customer through an unfinished step.

For example, Fin can do the following:

• Introduce customers to features they haven't used, explain why they're useful, and help them start using them.
• Create an onboarding plan for new customers and help them complete it.
• Reach out to customers whose usage has dropped and help them get started again.
• Identify signs that a customer might churn and reach out to help address the problem.
• Identify growth signals and surface expansion opportunities.

Fin also updated Procedures, which let Fin resolve complex, multi-step queries like refunds, account changes, and subscription issues. New to the application is Skills, which gives more agency to Fin to solve ambiguous customer problems. Skills have triggers to tell Fin when it should use the skill, tools to give it access to take action in systems, and instructions to add guidelines and guardrails.

With Skills, users can teach Fin how to resolve complex customer queries that don't follow defined processes. They give Fin a job to do, and it will use different Skills to figure out what to do to complete the job. The more Skills Fin receives, the more capable it gets.

Fin also added to Operator, its agent for customer operations. Today, Operator is more proactive, connected, autonomous, and collaborative. It works across tools like Slack and GitHub, investigating performance, identifying what needs to improve, and carrying out the work.

Operator's new capabilities include the following:

• Routines: Operator can complete ongoing work on a set schedule or in response to a specific event. Ask it to send a team performance report every Monday or alert you to an incident with the diagnosis and a proposed fix included.
• Connections: Operator uses information from tools like Slack and GitHub and acts on what it finds. It can review product announcements in Slack and draft the changes they require in Fin, or submit bug reports in Github.
• Memory: Operator remembers preferences, like writing style or report structures, and carries that context forward across conversations.
• Artifacts: Share Operator's work, like a drafted Procedure or an analysis of customer conversations, with the people who need to review or act on it.

Fin also updated the Intercom helpdesk with Human in the Loop and Copilot. With Human in the Loop, when a conversation needs a review, piece of information, or approval, Fin will loop in a human to approve, edit, or take over.

Fin rethought, redesigned, and rebuilt Copilot as an agent that proactively prepares the work when a teammate needs to reply directly to the customer. The second generation of Copilot is now more autonomous and proactive. Every time a rep opens a conversation, Copilot has already searched all the connected tools, summarized the customer issue, drafted the best answer, and recommended the actions to take.;

Both Copilot and Human in the Loop work natively inside Intercom but will also integrate with other helpdesks.

Fin also updated Apex, its custom-trained family of models, to unlock more capable answer generation, faster, more natural voice conversations, and stronger reasoning through complex, multi-step queries.

With Apex 2.0, Fin delivers higher performance across the core metrics that tell whether Fin actually solved the customer's problem.

Apex Flash 2.0 works with a real-time speech layer that manages the audio and pacing of the call, while Apex Flash decides what Fin should say. Today, Fin Voice moves to Apex Flash 2.0, built on NVIDIA Nemotron 3 Nano. It answers faster, follows guidance more closely, and keeps its answers short, which is what callers need on the phone.

And Apex for Procedures is a new model trained to reason through complex, multi-step queries.