Fin by Intercom Reviews & Product Details

Fin by Intercom is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Zendesk, Salesforce, and HubSpot—no migration required. - Affordable at scale with pricing starting at just $0.99 per resolution. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability—reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by the patented Fin AI Engine™, a proprietary system purpose-built for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 66% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. - Ranked #1 AI Agent on G2, with the highest number of reviews.

Product Website

Seller

Intercom, Inc.

Discussions

Fin by Intercom Community

Languages Supported

Arabic, Bengali, Bosnian, Bulgarian, Catalan, Czech, Danish, German, Greek, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Serbian, Swedish, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional)

Product Description

Fin’s AI Agent System gives you complete control with four core capabilities, analyze, train, test, and deploy, all in one easy-to-use workspace. It’s designed to fine-tune quality and drive continuous performance improvement. No code required. Train: Teach Fin with your knowledge, data, policies, and tone of voice. It delivers accurate, consistent answers and handles complex tasks in more than 45 languages. Test: Use real customer questions to check answer quality. Simulate different audiences and refine sources and settings so Fin always reflects your brand and policies. Deploy: Launch Fin across email, voice, live chat, social, and more. It can answer, triage, and collaborate with your team to provide a consistent experience everywhere. Analyze: Monitor and optimize Fin’s performance across AI and human service. Spot issues, fill content gaps, and improve service quality with AI-powered suggestions.

Overview by

Sergio Lee

Pricing

Pricing provided by Fin by Intercom.

Fin with your current helpdesk

$0.99

1 Resolution

View More Pricing Information

Fin by Intercom Integrations

(45)

Verified by Fin by Intercom

Fin by Intercom Media

Fin delivers the best conversational support experience to your customers.

Monitor, analyze, and optimize Fin by spotting trends, filling content gaps, and fixing quality issues topic by topic.

Customize Fin's tone of voice, teach it your support knowledge and policies, and configure how it handles complex tasks in over 45 languages.

Test answers, review the sources and settings that shape them, and get tailored recommendations to optimize performance.

From email and live chat to phone, SMS, and social—Fin can answer any question, across any channel, any time.

Official Downloads

(5)

edit

2025 Customer Service Transformation Kit

How Customer Service Metrics Are Evolving in the Age of AI

G2 reviews are authentic and verified.

Here's how.

Jan Angelo D.

Support Specialists

Consumer Services

Enterprise (> 1000 emp.)

6/1/2024

"A two-way communication: The name speaks for itself"

4.5/5

What do you like best about Fin by Intercom?

The vast keyboard shortcuts were the most helpful in the Intercom. Speaking with different customers makes your life faster and easier with just one click of a button, and you can already switch to a tab, or change your interface.

Another thing I love about Intercom is the new CoPilot feature. It is an AI but also user input so you are assured that you can modify your responses and choose from the best answers from your colleagues. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

It creates too many interaction. I hope it can identify and merge tickets immediately if a user created too many inquiries in a given instance. Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

It helps me become more productive by being able to communicate with multiple customers at the same time. I can get up to 3 instances open and even pull more conversations as needed. This not only help me gain more knowledge and tickets but as well help the customers lessen their efforts when communicating with us since it helps them save time as well. Review collected by and hosted on G2.com.

Response from Kateryna Kharytonova of Fin by Intercom

edit

Hi Jan, thank you so much for sharing your detailed review of Intercom, it's fantastic to hear that you love Fin AI Copilot! We hear you on the interactions and ticket merging— it can get overwhelming so your review really helps us understand how important this is. Thanks again!

Daniela R.

Chief Customer Officer

Mid-Market (51-1000 emp.)

11/6/2025

"An assistant that understands and speeds up our support"

3.5/5

What do you like best about Fin by Intercom?

Fin has been a great addition to our support workflow. It provides fast, accurate answers and helps reduce response times significantly. Our clients appreciate the immediate assistance, and our team can focus on more complex cases. The setup was smooth, and the quality of AI responses keeps improving over time — it really feels like an extension of our team. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Fin is a helpful tool, but there’s still room to grow. Sometimes the answers feel too generic or lack the right context for specific client questions. Better control over tone and more training options to align it with our brand voice would make a big difference. Overall, it’s a solid product — it just needs more flexibility for teams managing complex, multilingual interactions. Review collected by and hosted on G2.com.

Ryan N.

Head of Support

Mid-Market (51-1000 emp.)

10/22/2025

"Feels like an extra support teammate"

4.5/5

What do you like best about Fin by Intercom?

I like that Fin just gets it. You can ask a question pretty much how you’d ask a person and it usually knows exactly what you mean. It saves me a ton of time going through docs or tagging other people for answers. It’s also improving fast, which is nice to see. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Sometimes it misses context if the question’s a bit too specific or worded oddly. Not a dealbreaker though, I just rephrase and it usually gets it right the next time. Would be great if it handled internal links and file lookups a bit smoother too. Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

Fin’s taken a huge load off our support team by handling the easy questions right away. Stuff that used to take a few minutes to answer now gets sorted instantly, which keeps customers happy and gives us more time for tricky issues. It also helps new team members learn quicer since they can see how Fin answers things. Review collected by and hosted on G2.com.

Nitin M.

Product Manager

Mid-Market (51-1000 emp.)

11/11/2025

Guest users or non-business users of the software, not included in G2 scores.

"Handles repetitive stuff, but still need a human in the loop"

4.5/5

What do you like best about Fin by Intercom?

Fin truly manages our tier-1 questions effortlessly. It takes care of things like password resets, inquiries about payment timing, and basic troubleshooting—the kinds of issues that used to consume about 40% of our support team's time. What impressed me most wasn't just that it could answer these questions, but that it pulls directly from our help docs and keeps the responses on-brand. Our support team can finally focus on the complex issues that actually need a human touch, and our response times for those harder tickets have improved because people aren't drowning in password reset requests. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Fin charges per resolution, which sounds fair until you realize how fast those costs add up. Intercom's pricing tiers mean you're constantly doing mental math about whether each resolution is "worth it." I wish they'd offer a flat monthly rate for a certain number of resolutions. Review collected by and hosted on G2.com.

Amro A.

Customer Support

Professional Training & Coaching

Small-Business (50 or fewer emp.)

10/21/2025

"Fin Delivers Fast, Natural Support—Needs More Customization for Complex Queries"

5/5

What do you like best about Fin by Intercom?

I really like how Fin provides quick, accurate responses while still maintaining a natural conversational tone. It helps reduce the workload on our support team by instantly resolving common customer questions, and it integrates seamlessly with our existing Intercom setup. The balance between automation and human-like interaction makes it stand out from other AI tools. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

While Fin is generally very reliable, it occasionally struggles with understanding complex or highly specific queries, which sometimes requires manual follow-up from our team. Additionally, having more flexibility in customizing its tone and responses would make it even more effective in matching our brand voice. Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

Fin by Intercom is helping us automate a large portion of our customer support by instantly handling repetitive and common inquiries. This allows our team to focus more on complex or high-priority cases instead of spending time on routine questions. It also improves response time and consistency, which has noticeably enhanced customer satisfaction and overall support efficiency. Review collected by and hosted on G2.com.

Paul A.

Senior Team Lead

Mid-Market (51-1000 emp.)

10/20/2025

"Modern, Fast, and Insightful—But Chat Metrics Need Improvement"

4.5/5

What do you like best about Fin by Intercom?

Modern and fast interface. I find the all-in-one platform for calls and chat support truly convenient and practical. Also, Fin AI is great because it can provide direct and concise answers to my questions and even insights/solutions to data I need which do not exactly available in Intercom. For example, if I need SLA metrics, it gave me instructions on how to closely measure it since it is not exactly available in its reporting. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Chat support metrics are complicated by the single session setup. Chats are just resumed or continued on the same session so it makes reporting inaccurate. It would be great if the next concern of the customer a month or two after the first one can be in its won session to more accurately track resolution time and CX. I also noticed that the agent's name is not accurately reflected on the CX response. If that can be improved too. Lastly, if the close time can be measured per assignment instance, not just from start to finish to match the counts of both assigned and closed/unassigned. Review collected by and hosted on G2.com.

Aditya T.

KYC Support

Small-Business (50 or fewer emp.)

8/1/2025

"The interface is clean, and it makes customer support feel a lot more manageable."

4.5/5

What do you like best about Fin by Intercom?

I like best about Fin by Intercom is how easy it is to get started and use on a daily basis. The setup was smooth and didn’t require much technical effort, which was a big plus. It integrates well with our existing tools and works right alongside our support team. The features are useful without being overwhelming, and it really helps lighten the load for agents. Customer support from Intercom has also been quick and helpful whenever we needed it. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Sometimes struggles with very niche or complex queries, especially if the content hasn’t been fine-tuned. It can occasionally give generic responses or miss context. Also, while it's improving fast, a bit more customization and deeper analytics would make it even better. Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

Fin by Intercom is helping solve the problem of handling high volumes of repetitive player queries. It quickly answers common questions about gameplay, account issues, and troubleshooting, which saves me a lot of time and lets me focus on more complex or sensitive player concerns. It keeps response times fast, improves player satisfaction, and reduces pressure during peak hours and making my job smoother and more manageable. Review collected by and hosted on G2.com.

Farzana n.

Customer Support Growth Agent

Enterprise (> 1000 emp.)

10/28/2025

"Fin is Fast, Precise Responses and Makes Customer Handling Effortless"

5/5

What do you like best about Fin by Intercom?

It gives very very precise responses and is quick. While handling a customer, even if I know the info but need it written in good format, I just ask fin. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

The only time I had a problem with Fin was it didn't understand the difference in the jacket and blazer. It should know the synonyms I believe. Or may be this is something we need to feed him internally. Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

Fin is a smart AI tool in my opinion. It knows what to give. It picks up keywords fast. Like if I am on a call with a customer and I don't have time to type a full sentence; I just type the keywords and it gives me precise responses with all the needful details that I should know. This is a major help in my everyday job. Review collected by and hosted on G2.com.

Nadia S.

Operations Manager

Small-Business (50 or fewer emp.)

9/30/2025

"Great tool for automatization of CX"

4.5/5

What do you like best about Fin by Intercom?

We have been using Intercom for 5+ years now, and FIN most frecuently in the last year. They really have been improving user and manager experience, adding more metrics and reports on how FIN has been performing. It is quite easy to implement, customer support is always a plus. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

Could have more integrations, and cost is still a barrier for small business (high ticket). Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

FIN is helping us automatizate our customer support, tickets, etc. Mainly it has been helping a lot to free time from our team so that the initial and repetitive doubts is deal by FIN. It helped us a lot that all the information was already on our help center, that was very complete. Since FIN gets the information from that database, it was very quick an easy to implement. Now we are on the evaluation phase so that we can improve it and it´s resolution rate, that is currently around 67%. Overall it is a great tool to save time from the team, and Intercom is really investing on making it better every time. Review collected by and hosted on G2.com.

Raphael C.

Data Entry Specialist

Aviation & Aerospace

Mid-Market (51-1000 emp.)

9/14/2025

"Convenient to use the Intercom"

5/5

What do you like best about Fin by Intercom?

What I like best are High automation & scale

Fin can handle a lot of first‑level support automatically — repetitive questions, triage, basic troubleshooting — freeing up human agents for more complex tasks. This means faster response times and more consistent support. Review collected by and hosted on G2.com.

What do you dislike about Fin by Intercom?

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

What problems is Fin by Intercom solving and how is that benefiting you?

Problems that Fin is addressing is High volume of repetitive / low‑complexity support requests. Many support teams spend a lot of time handling “obvious” or frequently asked questions: order status checks, refunds, basic product usage, billing, etc. These take up agent bandwidth, slow down response times, and add cost. Review collected by and hosted on G2.com.