Fin by Intercom Reviews & Product Details

What do you like best about Fin by Intercom?

Fin solves 60+% of all incoming customer queries - Both ourselves and customers are impressed. Training fin does take some time and tweaking, but is definitely worth it. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Native Hubspot integration is a bit so-so. Would be nice with a better out of the box integration. Escalation can be a bit tricky to get right, but it's getting better due to constant updates. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

What I like best about Fin by Intercom is how straightforward the setup and training process is. Once configured, you can enable Fin with supervision, which offers both control and peace of mind as it starts to manage conversations.

The process for improving responses is also genuinely helpful—it’s easy to refine how Fin replies over time. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

One thing I find lacking in Fin by Intercom is the visibility of the CX score—not just in the performance section, but within individual conversations as well. It currently only covers AI-driven interactions, rather than the entire conversation history, which limits overall insight.

Moreover, there’s no built-in way to follow up with users when their queries are ambiguous or when they abandon the conversation. At present, Fin closes all conversations automatically, without notifying the user or flagging any unresolved issues, which means these must be identified manually.

Lastly, the responses themselves could benefit from better visual presentation—there’s a noticeable lack of visualisation, which makes it harder to parse or digest certain replies. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

Communication has been easier! - You can focus on your calls and conversations only! - From providing customer support assistance, guidance for handling all chats in one place, send files, links, instructions. You name it! Intercom has become a daily use app for our business growth. Incredibly easy to implement and understand amongst all of our teams across the board - the integration has been flawless & keeping everyone connected! - Laslty, their customer support team is top notch and will get you going in minutes on the clock if anything! Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Truly there's nothing I can think of at the moment - Always available and makes "on real time" communication super easy Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

Fin by Intercom is an impressive AI-powered solution designed to streamline customer support. It effectively handles easy questions, saving valuable time for human support agents and allowing them to focus on more complex issues. Fin learns quickly, continuously improving its ability to provide accurate and relevant answers. Its efficiency in delivering responses helps enhance overall customer experience. Additionally, the platform makes it easy to track both answered queries and those that remain unanswered, ensuring no customer inquiry falls through the cracks. Overall, Fin by Intercom is a valuable tool for any customer support team looking to optimize their workflow and improve response times. We use Fin daily. Implementing Fin requires some technical knowledge, especially when setting up workflows. We've been able to integrate Intercom/Fin with ClickUp, Slack, and HubSpot successfully. t's greatly helped our Customer Support offerings and allows us to more efficiently support our customers. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

The only issue I've had is the team will occasionally release A/B testing without informing their users - you wont know you're part of the test until you have an issue and they determine it's due to the A/B testing. No ability to opt out of this completely and it definitely caused some issues for our customers. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

If we have a help article about the question a user has, then Fin usually finds it and paraphrases the help documentation to the user in a concise helpful way Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Fin doesn't achieve 65% resolution rate like Intercom guarantees, it only achieves 50.7%, and in truth its much lower since we often have to intervene and rescue conversations where Fin is unhelpful or hallucinates, and Fin still claims these as its resolutions and Intercom charges us for these despite us having to pay a human to resolve them properly.

Also we have many open issues with Fin for months now:

1. Fin often closes conversations part way through as spam, so we have to manually review all its work

2. Fin often refuses to escalate to a human despite asking our user and our user indicating they want to talk to a human

3. Fin often gets stuck in loops and just tells the user the same answer over and over. Intercom blames this on us and says its an issue with our content. Ridiculous.

When you have problems with Fin, Intercom makes it very hard to contact them about it, and they don't take responsibility for issues. You have to spend a lot of time talking to Fin before you can talk to a human. Then once you talk to a human 9 times out of 10 they find a way to avoid taking any responsibility for the issue, but if you push they eventually will acknowledge the issue, but then not fix it. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

What I like best about Fin by Intercom is its incredible efficiency and natural language processing capabilities. It excels at understanding and instantly resolving a significant portion of customer queries, dramatically reducing the burden on our human support team. Ease of Use: From an agent's perspective (when Fin hands off or for Fin Co-pilot), the interface is intuitive and clean. For administrators, the no-code workspace to train and manage Fin's knowledge and behavior is highly user-friendly. The ability to fine-tune responses and set up guidance with natural language makes it accessible even for non-technical users. Ease of Implementation: This is a major strong point. Fin can be set up in under an hour, especially if you already have a structured knowledge base. Frequency of Use: Fin is designed for continuous, high-volume use. It works 24/7 across multiple channels (chat, email, SMS, social) and languages, ensuring consistent, instant support. Ease of Integration: Fin offers excellent integration capabilities. It seamlessly connects with various popular helpdesks and can pull information from different knowledge sources and Customer Support (for the end-user): This is where Fin truly shines. It provides instant, 24/7 support to our customers, eliminating wait times and delivering accurate, personalized answers around the clock. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

While Fin is a powerful tool, there are a few areas where it could be improved:

Handling of Complex or Nuanced Issues: Despite its advanced capabilities, Fin can still struggle with highly intricate, multi-layered queries that require a deeper level of human understanding or judgment.

Number of Features: While the core AI agent functionality is robust, some users might find certain advanced customization options or specific niche features to be somewhat limited compared to highly specialized AI platforms. For instance, while it has good reporting, extremely granular custom reporting might require additional effort

Assumed Resolutions" and Billing Clarity: There's a point of contention regarding how Fin counts "resolutions," especially when an AI response is followed by human intervention, but the conversation is still marked as resolved by Fin. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

We've been incredibly impressed with Fin by Intercom, and it has truly transformed our customer service operations. As the highest-performing AI agent in customer service, Fin lives up to its promise, delivering not just higher-quality answers but also adeptly handling more complex customer queries than any other AI solution we've encountered.

The impact on our chat volume has been remarkable. Fin is exceptionally helpful in resolving customer inquiries, significantly reducing the load on our support team. Its ease of use is a major highlight; the interface is intuitive for both our team and our customers, making interactions seamless. This efficiency directly translates to happier customers who benefit from speedy and accurate solutions, a critical factor in today's fast-paced environment. We find ourselves relying on Fin with high frequency of use due to its consistent performance and reliability.

What sets Fin apart is its robust training capabilities and ease of implementation. The setup process was surprisingly smooth, allowing us to quickly train the bot using our existing support articles. This has been a game-changer, as we've witnessed a substantial improvement in Fin's knowledge base and its capacity to provide comprehensive and relevant information. The number of features packed into Fin is impressive, covering everything from proactive support to complex query resolution, and its ease of integration with our existing platforms was excellent. Furthermore, Intercom's customer support for Fin has been responsive and helpful, ensuring we maximize its potential.

Fin by Intercom is more than just an AI agent; it's a strategic partner that empowers us to deliver exceptional customer experiences with unparalleled efficiency. Highly recommended for any business looking to elevate their customer support with intelligent AI. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

While Fin is generally excellent, one area we've noted is that on occasion, the AI may provide customers with misinformation. This can lead to customers having an incorrect understanding of our product or its features when they eventually connect with a human agent, requiring additional clarification. We are actively working on refining our training data to further minimize such instances. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

We love wha concise answers Fin provides in chats and via email. We noticed our customers prefer fast and concise replies by Fin rather than human responses as they often want just to get an answer to their question quickly rather than wait for a human to reply.

I also enjoy the multilanguage support. Fin replies to customers in multiple languages, which means clients who speak other languages than our team can also get a prompt assistance. Additionally, I love a vast list of features to customize Fin responses: custom answers, guidence, suggestions. All these things were smth what we even didn't ask for, but Intercom added them and they work so well! Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

I love Fin to 99%, but there is one irritating thing: when you forward an email to Intercom, you cannot control how Fin responds and in what language. Fin considers me, as a sender because I am forwarding it, and it's irritating because if the email is in Spanish, but my language is English, Fin will reply in English. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

Intercom's implementation of AI is the best I've had the pleasure of working with, and it's only getting better.

Things I like about it -

It's easy to set up - the better your knowledge base is, the better Fin becomes.

It's configurable based on your needs - want to tell it to use a different format of English based on a users location? No problem.

Want to make sure bugs or log-in issues get escalated straight to a person? Can do!

Have more complex situations that come up rarely, but do come up and can be repetitive? - Create snippets, perfect!

We have consistently been keeping a 70%+ resolution rate with the work we've done, and it's been a huge help as our little level 1 support agent, for a very complex software.

Our fin involvement rate is also very high at 90% - there's very few situations where you can't use Fin in some way.

New staff also frequently use Fin co-pilot when learning, and this can be connected to a variety of different internal and external sources, which makes it a one-stop shop for getting the information you need at your finger tips. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

- You can't create different 'bots' for the different Brands you add into intercom.

- There are quite a lot of options to look at - while intuitive once you look into it, it can get a bit over whelming. I have the benefit of being one of the first people to be able to play with Fin in Australia, so I've adapted as Fin enhancements have grown, but I could imagine how this may be a lot to go over as a newbie - but the staff at intercom are super helpful and I'm sure the implementation to new orgs would be just as amazing :)

- There's no way to teach Fin CoPilot the same way you can with Fin Agent, because each question and answer is only visible to the person using it, it's hard to make sure the information being provided is accurate. It would be handy to have some kind of permission-based option that allowed reviewing these to avoid incorrect education; though in saying that, everyone should always be double-checking information!

Managing fin could be someone's (or two peoples') full time job, don't let AI fool you into believing it's set and forget, you do need to keep things updated, you need to stay ontop of content to make sure it's still relevant, Fin is only as good as the information and time you put in. Review collected by and hosted on G2.com.

What do you like best about Fin by Intercom?

We are a small team with only 2 people handling support. Since FIN leverages our help center content and recent team member conversations, it has allowed us to have our small team focused on more critical issues and proactive support. We recently got a customer CSAT survey for an issue FIN resolved that said, "the AI bot was the most helpful I've ever used!” Customers are able to get answers immediately vs. waiting for a team member or having to go through a decision tree for answers. It was really fast to set up and I've been able to make adjustments along the way. It's also helping us keep our content up to date by making suggestions of areas that need improvement or are missing information. Previously, we would do periodic audits of our help center, but with FIN, we can now look at what had to be routed to a team member and FIN can tell us areas it didn't have information to leverage. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

You have the option to turn on multiple functions of FIN, for example you can just turn on Chat or Email or both. We have both turned on, however occasionally a customer might go into a loop where they chat in and FIN tells them to email support, which isn't the best experience. I've been able to provide additional guidance to FIN to try to avoid this, but there are definitely some trial and error things you'll need to do to ensure the customer experience isn't impacted. Review collected by and hosted on G2.com.