“A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution).”
Intercom (renamed Fin in May 2026) sells AI or agent tooling, so it has a reason to publish flattering numbers about AI. The passage stays in the archive; read it with that in mind.
How this was checked
Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet 5.5), blind second pass from passage text and citation only, no repository access, 2026-10-30).
Live Intercom help center article on Fin resolutions. The full sentence, including the parentheticals (confirmed resolution) and (assumed resolution), matches exactly after HTML stripping and apostrophe normalization. Intercom's own words.
How to cite this passage
Intercom (renamed Fin in May 2026), “Intercom help center (the company's own documentation)”, Intercom help center (the company's own documentation), 2026-10-29. https://www.intercom.com/help/en/articles/8205718-fin-resolutions Archived at https://the-ai-record.com/passages/intercom-resolution-type-outcome-counted-when-following-fins-2026
Intercom (renamed Fin in May 2026)Published by the organization itself (post), no named author