What I love most about Fin is how easy it is to train it on our company materials. You can feed it your documentation, help articles, and internal knowledge base, and it quickly learns to respond accurately based on that content. The integration with external tools like Zendesk is also seamless. It connects effortlessly and fits right into our existing support workflow without any major technical lift. Review collected by and hosted on G2.com.

The main downside is that Fin sometimes doesn't strictly follow our exact workflow and escalation paths. When more complex or edge-case situations arise, it can deviate from the defined routing logic and escalation rules we've set up, which occasionally leads to tickets being handled inconsistently. More granular control over escalation paths and workflow enforcement would make it significantly more reliable for our team. Review collected by and hosted on G2.com.

It’s easy to use.

I’ve worked in customer service for many years and have used a lot of different tools for handling customer contacts, but Fin is one of the few that really clicked for me within the first 15–30 minutes of using it.

While i haven't been involved in the intergrations part of Fin from what i can see in the docs it have been easy to intergrate on our sites for our dev team.

As long as you have a good stable internet connection i have no problems with the performance of Fin, it is nice and quick. This is even over a 4G connection with a VPN tunnel on top.

I am not part of the pricing team here so i am not able to comment on the pricing.

All the times i have needed assistance from the Support team it have been really great help and the people know what they are doing and provide a really nice experiance.

Fin AI can be a bit tricky but then again i think a lot of AI are that, but we have to redo our guidences for it from time to time, i wonder if it is when they update the LLM powering it so it gets better and then read some of the guidences diffrently. Review collected by and hosted on G2.com.

Small things, like not being able to migrate from one region to another. We set up our Fin tools in the US datacenter, but we’re based in the EU. Later, we started looking into migrating everything over to the EU datacenters, but that isn’t possible. Review collected by and hosted on G2.com.

Fin has so many workflows that can be created which are very easy to implement once we learn more about them. It can be easily integrated with other platforms that I regularly use at the workplace, which again simplifies my work and saves time. It seamlessly sends the notifications to the integrated platforms and very swiftly. Also, the important task that Fin does, which is handling customer tickets, calls and emails, is all very organised and user-friendly. Once again, we can set so many rules, we can create a workflow for the tickets and emails as to whom a specific type of ticket or email should be diverted and many more. The AI integration of Fin is very smooth and without any flaws. Very much directive without any complications. Review collected by and hosted on G2.com.

Nothing to mention until this time of my usage. Review collected by and hosted on G2.com.

I find Fin incredibly useful for supporting customers, as it offers an intuitive and easy all-in-one way to switch between chat, email, and calls with just a few clicks. I can manage multiple conversations simultaneously, which is a big help. The AI assistant is great; it understands our terms and conditions thoroughly and has a knowledge base of past conversations, which is really handy for seeing how similar situations were handled before. The Notes feature is a highlight because it lets me easily communicate with supervisors or coworkers, either to request assistance or to share information. Review collected by and hosted on G2.com.

The process on how I can dial a phone call (not call someone I'm texting) but call someone new is a bit complicated. An icon for a dialer would be great so we can type the number out manually. Instead, we have to pretend to call someone else and delete the number and type out our own number. Review collected by and hosted on G2.com.

It has changed our team’s approach to first-level support requests via chat. We now have an IA that saves us a lot of time by framing client requests: basic questions are answered automatically, and more complex ones are better defined and identified so a team member can handle them in the best and simplest way possible. Review collected by and hosted on G2.com.

It sometimes repeats itself or struggles to redirect the client to the right topic or answer. That said, I believe it’s also on us to improve our prompts and give it better input so we can get better answers. Review collected by and hosted on G2.com.

Most helpful:

- Fin is continuously improving, making its performance better every week

- it can be completely managed within customer support, but it doesn't have to. It's a tool that we use for marketing/product too, when it comes to feature adoption and news

- their vision "AI first" is great Review collected by and hosted on G2.com.

- Their chat is not designed to be an instant chat in the backend

- Pricing can get expensive if your support volumes are high. Some gray are around the "assumed resolved" conversations that you are being charged for Review collected by and hosted on G2.com.

What I like most about Fin by Intercom is how naturally it handles customer conversations without sounding robotic. It understands context well, so users don’t have to repeat themselves or get pushed through rigid, scripted flows.

Another major plus is how quickly it reduces the support workload. Many repetitive questions get resolved instantly, which frees the team up to focus on more complex or higher-value issues instead of answering the same things over and over.

I also appreciate how easy it is to set up and improve over time. You don’t need a lot of technical effort to get it running, and it learns from past interactions, so responses become more accurate and helpful as you go.

Overall, it feels like having a dependable first line of support that’s available 24/7 and genuinely useful, rather than just a basic bot. Review collected by and hosted on G2.com.

Nothing in particular—it's just that sometimes it feels slow. Review collected by and hosted on G2.com.

What I like most about Fin is how it integrates the articles and help centre, along with the AI feature. It makes it much easier to find the information I need in a single Fin window, rather than having to navigate back and forth between different places. Performance-wise, it feels very responsive, and the support team has been helpful as well. Review collected by and hosted on G2.com.

There is nothing I dislike about Fin. Fin is a helpful friend of mine and always helps me whenever required. Review collected by and hosted on G2.com.

It's easy to set up and maintain, with clear areas marked for each element of the AI - guidance, procedures, attributes etc. This has enabled us to achieve over a 50% deflection rate, and the accuracy rate provided by Fin is high based on the content that we have fed it. Review collected by and hosted on G2.com.

It can be difficult to control the AI in specific situations. In our case, we have lots of bespoke customers. The ultimate solution is to integrate our CRM with endpoints so that Fin can understand specific use cases, but this takes lots of time to build. For now we must rely on escalation rules to skip the AI, but it would be helpful to be able to control exactly what Fin does in certain scenarios or if it picks up on specific keywords, for examples. This can somewhat be done with procedures, but again it's more complex than it needs to be. Review collected by and hosted on G2.com.

What I like most about Fin is the way it communicates. At times, it sounds very human, and that is a very positive point. I also believe that the Workflows are very good for solving many cases.

In daily life, it allows us to resolve many cases easily and quickly for the clients.

It has some integrations, like Notion, website, etc.

In terms of performance, it meets expectations well and there are few downtimes. The price is okay, but it could improve in terms of FinAI per resolution; we find it expensive.

Fin offers various trainings, and we can track the progress. Review collected by and hosted on G2.com.

The part about Fin where we don't really know what is shared and what is co-shared. With Fin, and at a regulatory level, it is a bit difficult for us to use our databases and share them with Fin, because we don't know what is being shared and the security they have. We would like to know more about this. Review collected by and hosted on G2.com.