Q: How does SignNow use AI in its platform?
A: SignNow integrates AI tools like FinAI and Intercom AI to make document workflows and support smarter and faster.
FinAI is designed specifically to handle customer support queries submitted through the SignNow chatbot.
It uses a multi-step process to improve response quality:
Refines customer messages to better understand intent and context
Retrieves relevant help content and generates accurate responses
Validates answers before presenting them to the customer
FinAI: does not process document searches, document content, or text entered while filling out forms.
Intercom AI: Powers chatbots and automated workflows to provide contextual guidance and proactive support.
Note: any data entered by the customers, such as personal information, uploaded documents, or payment details, is not used for model training by third-party LLM providers. Customer data submitted to an AI product is used only as an input to generate an output and is not used for model training or product improvement by those providers. Data is not persistently stored and is deleted after use, except for temporary processing through safety classifiers, which do not review personal data. This is also outlined in the Intercom’s Zero Data Retention guide: Inputs and Outputs are not persistently stored by our third party AI providers. Input is only temporarily used to deliver Output before both are deleted. Note: Input may still be passed through third party AI providers’ safety classifiers to ensure no violation of their acceptable usage policies (AUP). These safety classifiers, however, do not review personal data.
FinAI and Chat-Based Customer Support
FinAI is used exclusively to support customer support conversations conducted through the SignNow chatbot, Luna. When a customer sends a message in chat, Luna serves as the first point of contact, handling incoming chat messages and providing automated support responses.
Luna is the default frontline support experience for most customers. Higher-tier customers may be routed directly to a human support agent.
At any time, customers can request human assistance by sending a message such as “speak to a live agent,” “talk to support,” or similar wording. When available, the conversation will be transferred to a human representative through a ticket.
Conversation Retention and Chat Controls
Customer support conversations conducted through Luna may be reviewed for quality assurance, training, and support improvement purposes, in accordance with SignNow’s data handling practices. Conversations are managed using Intercom’s chat platform.
Customers can review their past conversations in the chatbot's Messages tab.
Customers can hide or close the chatbot at any time. If there is no customer activity, the chat session will be automatically closed after 15 minutes of inactivity.
FinAI and Luna are limited to chat-based support interactions only. They do not process or respond to text entered when searching for documents, browsing the product, or filling out documents within SignNow.
How SignNow Uses AI for Smarter Workflows and Support (Help Center article)
SignNow leverages FinAI and Intercom AI to enhance customer support, ensuring accurate, context-aware guidance for every customer interaction.
1. FinAI – Intelligent Query Handling
FinAI uses the Fin AI Engine™ to process and respond to queries accurately:
Refine Query: Optimizes the user input for clarity, context, and safety checks.
Generate Response: Uses retrieval-augmented generation (RAG) to combine relevant knowledge and integrations before passing it to the AI model.
Validate Accuracy: Ensures answers are correct, safe, and grounded in SignNow support resources.
This process reduces errors, improves relevance, and ensures responses are safe and actionable.
2. Intercom AI – Conversational Support
Intercom AI enhances support and workflow automation:
Instant Guidance: Provides 24/7 responses to common questions.
Contextual Instructions: Understands your workflow and guides you step-by-step.
Proactive Assistance: Detects friction and triggers helpful prompts or escalation to live support.
SignNow prioritizes data protection:
User-entered data—including personal information, uploaded documents, or payment details—is never permitted to be used for AI model training by third-party providers.
Data is processed temporarily to generate responses and deleted afterward, except for safety checks that do not access personal data.
FinAI’s engine includes multiple safety layers to filter queries and ensure responses are accurate and secure.
Data Privacy & Security
SignNow prioritizes data protection:
User-entered data—including personal information, uploaded documents, or payment details—is never permitted to be used for AI model training by third-party providers.
Data is processed temporarily to generate responses and deleted afterward, except for safety checks that do not access personal data. All the inputs and outputs are not persistently stored and are deleted after use, as per Intercom's Zero Data Retention Policy.
FinAI’s engine includes multiple safety layers to filter queries and ensure responses are accurate and secure.
Overview of All Fin and Intercom AI Resources
📌 Intercom Help & Documentation
Intercom Help Center – Official support and guides for setting up and using Intercom’s AI, chatbot automation, workflows, and more. Intercom Help Center Main Page
Fin AI Agent Collection – Core documentation about Intercom’s AI agent, including setup, customization, deployment, and insights. Fin AI Agent Documentation (Intercom)
Getting Started with Intercom – Step‑by‑step guide for onboarding Intercom, adding knowledge base content, and enabling AI features like Fin. Intercom Getting Started Guide
AI & Automation Guide (Workflows, Fin, Copilot) – How AI and automation features (including workflows and Fin) work together to streamline your support.
📌 Fin AI (Standalone / Product) Resources
Fin.ai Official Site – Product overview and detailed descriptions of Fin’s capabilities, performance, and technology (including the patented AI engine). Fin.ai Product Overview
Fin by Intercom Help Center – Detailed help articles focused specifically on the Fin AI Agent (deployment, training, analysis, etc.). Fin by Intercom Help Center
Fin AI Agent FAQs – Quick FAQs about how Fin works, what it does, and how it interacts with customer queries. Fin AI Agent FAQs (Help Center)
Fin AI Engine Explained – Technical overview of how Fin processes and generates accurate AI responses. Fin AI Engine Overview