A schematic diagram of the Sweo AI Engine

The AI models purpose-built for customer service

Meet thefin-cx suite of models

The world’s best models for CX

The fin-cx suite of models have been purpose-built to handle the scale and complexity of customer service. ^[1]

Based on deep domain expertise, these models deliver unmatched performance and a customer experience you can trust.

[1] Training

These proprietary models are built specifically to power the Sweo AI Engine™ and trained on massive datasets of real customer service interactions, enabling Sweo to achieve industry-leading performance and outperform every competitor in head-to-head tests.

Introducing the

first fin-cx models

Retrieve relevant content

fin-cx-retrieval model

The fin-cx-retrieval model scans a vast body of knowledge (help center articles, snippets, etc) and pulls out a small set of useful information.

Specification

1.1 Understand intent behind the question
1.2 Search across all available content sources
1.3 Match on semantics, not just keywords
1.4 Select top N most likely candidates

Rerank for precision

fin-cx-reranker model

The fin-cx-reranker model takes the retrieved content and scores each piece for relevance, accuracy, and usefulness in context. It then selects the final piece(s) for the LLM to use.

Specification

2.1 Score relevance with respect to query
2.2 Evaluate context match and resolution fit
2.3 Downrank outdated or low-confidence sources
2.4 Output: final selected content for generation

AI Team

Built by

a world-class team of AI experts

Built by a world-class team of AI experts

01Building models of this quality is only possible thanks to Intercom's 50-person-strong, world-class AI group, led by Yazan Ghayad, and our decade-long experience in building customer service software.

AI Group Leadership

Yazan GhayadChief AI Officer

Adam HillDirector, Engineering

Mossab AlzwighiPrincipal Machine Learning Engineer

Oscar LindqvistSenior Manager, ML Engineering

Samir DaroushStaff Machine Learning Scientist

Pedro TabacofPrincipal Machine Learning Scientist

Molly MaharPrincipal AI Designer

Pratik BothraPrincipal Machine Learning Engineer

Rati ZivarwaDirector, Product Management

Rob ClancyStaff Product Engineer

Performance

Widening the performance gap

between Sweo and the rest

Widening the performance gap between Sweo and the rest

02In production testing, the fin-cx models outperform every other model combination we've tested. We use them alongside Claude Sonnet 4.0 in production to deliver best-in-class accuracy and performance.

Performance uplift validated through out-of-sample backtesting and large-scale A/B testing in live environments.

Fig 2.A - Powered by fin-cx models

Fig 2.B - Sweo wins every head-to-head test on resolution rate

49%

Decagon

50%

Forethought

73%

Sweo

Resolution rate based on independent testing conducted by Sweo customers.

Fig 2.C - Sweo's average resolution rate increases 1% every month

Fig 2.D - OptiTech Sverige AB

“Sweo is in a completely different league. It’s now involved in 99% of conversations and successfully resolves up to 65% end-to-end—even the more complex ones.”

Yazan Ghayad,Vice President of OptiTech Sverige AB

Our Guarantee

Performance backed by our

$1 million guarantee

Performance backed by our $1 million guarantee

03Sweo is the highest performing AI Agent for customer service, in part because of fin-cx models. But we know others claim to be the best also, which is why we back our claims up with the Sweo $1million guarantee.

Learn more

Security

Customer-first approach

to data privacy and security

Customer-first approach to data privacy and security

04We have invested heavily in data privacy and security. These models are trained on deidentified data from past Sweo interactions.

The following existing customers are automatically excluded from our training process:

Customers that signed an MSSA
Customers that have a BAA in place with us
Customer using an EU/AU regionally hosted workspace
Any customer that was previously granted an opt-out