Intercom Evolves Fin From Resolution to Outcome Pricing — 7,000 Teams at 67% Average Resolution Rate

Intercom·medium signal

Intercom shifted Fin from per-resolution to per-outcome pricing at $0.99/outcome, recognizing that full automation isn't always appropriate. Outcomes now include both resolutions (customer's question answered) and procedure handoffs (structured workflow ending in human handoff). Over 7,000 teams use Fin with average resolution climbing to 67% even as it handles more complex queries — validating that outcome-based pricing can scale without penalizing quality-focused human-in-the-loop workflows.