Intercom launches Fin Apex 1.0, a custom-built AI model that outperforms GPT-5.4 and Claude Opus on customer service resolution rates.

Intercom unveiled Fin Apex 1.0 on Thursday, a purpose-built AI model that achieves a 73.1% customer issue resolution rate without human intervention

The model outperforms OpenAI's GPT-5.4 (71.1% resolution) and Anthropic's Claude Opus 4.5 (71.1%) and Claude Sonnet 4.6 (69.6%) on customer support benchmarks

Fin Apex 1.0 powers Intercom's existing Fin AI agent, which already handles over 2 million customer conversations weekly

The 15-year-old software company is taking an unusual approach by building its own specialized AI model rather than relying solely on third-party frontier models