Fin by Intercom Reviews & Product Details

I like that Fin by Intercom has all the background of the help center and all the information I could look for, making it very quick sometimes to find an answer. I also appreciate that it quickly understands when I want to speak to a human instead of getting more answers from Fin. Review collected by and hosted on G2.com.

I get a little upset when I'm adding several details and before I finish, adding the information, for example, images or some video explaining the problem I have, Fin is all the time answering while I'm still giving information about my problem. It wasn't easy to install because we have an SPA and still sometimes we had some problems with it. Review collected by and hosted on G2.com.

We use FIN to answer questions users might have that are already covered in our KB articles, but sometimes they have trouble finding the right page or simply prefer asking a chatbot. FIN understands the user’s issue, provides clear help, and keeps the conversation going by asking follow-up questions when it needs more information, which is important to make sure the user doesn’t get stuck. FIN also looks good, is fast, and can cover schedules when we’re away. It has great integrations with our KB articles, so it can link to them smoothly when needed, and the setup process is super easy. Review collected by and hosted on G2.com.

Sometimes Fin doesn’t seem to understand what a user is asking. Because it relies on well-written KB articles (which organizations should have anyway), it can end up recommending something that isn’t very good or relevant for the user. Fin should also know when it doesn’t have the answer and route the request to more experienced support, instead of providing a response that isn’t useful. Review collected by and hosted on G2.com.

I really appreciate the very powerful AI agent Fin, which helps us manage incoming requests across multiple inbound channels. This is especially beneficial for our small, growing startup that lacks resources for multiple customer support agents. I also like the powerful workflow and automation tools, which, although we have only scratched the surface, allow us to handle a lot of administrative tasks. This includes classifying and categorizing customer support requests with tags across different inboxes, helping us gather data on performance and share it with our product team. This data-driven approach helps prioritize feature development to minimize customer support needs. We find the advanced behavioral capabilities of Fin's bot impressive, with minimal hallucinations. We enjoy the way it can act as a competent first-line support agent, simplifying the triaging and escalation process. The setup of Fin was very easy, and we received a lot of support from the team. I am satisfied with our current process and would rate Fin by Intercom as a four and a half out of five star platform. Review collected by and hosted on G2.com.

What is more difficult about Fin by Intercom, I suppose, is the training and retraining. I know the system is very manual yet, and what would be great is to have a significantly improved user interface to retrain and improve the responses of the bot. At the moment, all these features are spread out across the system, and that makes it a bit more cumbersome to retrain. The retraining is what is really where you get a lot of value for it. Review collected by and hosted on G2.com.

I think Fin by Intercom is doing really well compared to other chatbots. I appreciate how quickly it responds, and it includes helpful resources like screenshots and cites the articles used for its answers. This feature is really good because it saves everyone time, making it easier for our customers to resolve their questions. I like that it significantly reduces the chat volumes we receive, acting as the first contact layer before reaching a human agent. I also appreciate that it saves time when looking up information by gathering and organizing it to meet my needs in the moment, which is really time-saving. These are some of the things I really appreciate about Fin by Intercom. Review collected by and hosted on G2.com.

I think there are certain things we could get more guidance on, especially when it comes to integration and setting up different actions. It requires involving our engineering team, which is a bit restricted. This makes it complex to take full advantage of Fin by Intercom. Also, if Fin doesn't have an answer, it tends to assume things, which leads to bad answers. Decreasing the assumption rate could help prevent customers from leaving with incorrect information. Review collected by and hosted on G2.com.

What I like about Fin by Intercom is that it feels practical and easy to adopt. It is easy to use, straightforward to implement, and integrates well with our existing tools. I also appreciate that it has strong customer support, offers a good number of features, and is something teams can rely on regularly for day-to-day support operations. Review collected by and hosted on G2.com.

What I dislike about Fin by Intercom is that its reporting can feel limited, and the frequent UI changes can make the platform less intuitive over time. The rewording of categories sometimes makes it harder to find things, and I occasionally have to search for pre-existing reports that were easier to locate before. Review collected by and hosted on G2.com.

I like that Fin by Intercom helps both our internal team and our customers with quick answers or walk-throughs in inquiries. It's like having another staff member without needing to hire another person. For example, when we get an email inquiry about how to change a bank account on file, Fin replies with the documents needed and a breakdown of the process. When we receive an incoming call, Fin asks the customer up front what their name is and what business they are calling from, which, when transcribed, helps us look them up quicker. Review collected by and hosted on G2.com.

Fin by Intercom currently has trouble giving the right answer to the right inquiry. In our business, we have merchants and partners reaching out as well as accounts that belong to two different platforms, so Fin will give a right answer to the wrong inquiry. Also, it took some time to get the hang of it, and we still don’t fully understand or use Fin to the fullest. Review collected by and hosted on G2.com.

I really appreciate how Fin by Intercom reduces the overall volume that human agents need to deal with by filtering out basic level queries. I like that Fin can pull from multiple sources and display images to help with clarity. This is especially handy when a query covers two distinct but related areas, and the information might be spread across multiple articles. Having Fin extract this information is very useful. The initial setup of Fin was also very easy for us since we had a lot of existing material to train it on, which made it straightforward. Review collected by and hosted on G2.com.

Fin sometimes hallucinates information/answers that aren't accurate/true. We have used the instructions feature to tell Fin not to provide answers when it doesn't have enough information, but despite this, Fin will sometimes provide guidance to customers that is factually inaccurate. Review collected by and hosted on G2.com.

Fin has been a game changer for our support team. What I like most is how easy it is to keep Fin up to date with our product. Setup was painless. The interface and features are powerful yet simple, helping us handle a large volume of support without feeling overwhelmed. Fin's responses are accurate and thoughtful. Review collected by and hosted on G2.com.

Any time there's anything that I've disliked about Fin, it's almost always resolved in the next release from Intercom. No complaints. Review collected by and hosted on G2.com.

I like that Fin by Intercom is very versatile and easy to adapt, with just a good prompt, FIN can attend to customers as if it were another support agent. I like the voice functionality and how FIN can adapt to the type of agent I want it to be, which makes it more human. FIN's voice is very human, which results in added value and a more interesting experience for customers. I also appreciate the ease of setup, especially since we moved from Talkdesk to Intercom, the portability and ease of setup were straightforward. Review collected by and hosted on G2.com.

Sometimes Fin by Intercom is very general in its responses or fails to fully understand the customers. Review collected by and hosted on G2.com.

Fin has been able to take a load off of the seasonal volume spikes in a tremendous way. As our business continues to scale year over year, the questions don't necessarily change as dramatically as the volume but the volume can still be hard to predict. With Fin, it can answer easy questions at scale efficiently allowing our reps to focus on the more complex customer inquiries. Review collected by and hosted on G2.com.

It still takes a lot of work to QA Fin and make sure your content is up to date. While some people think an AI bot is "easy" it just means our strategy and work style has to shift to be more about training Fin and less about drafting direct responses to customers. Review collected by and hosted on G2.com.