Fin by Intercom Reviews & Product Details

I like that Fin by Intercom feels quite human, and the responses are quick and comprehensive. It seems to have a lot of knowledge and doesn't feel like chatting with AI. Review collected by and hosted on G2.com.

It takes a while for it to figure out that actually, a human is needed. And then I had to repeat a lot of information I'd already given Fin, to the human Review collected by and hosted on G2.com.

What I like most about Fin by Intercom is how intelligent it is. It can resolve most issues on its own, and it explains solutions to customers in a clear, thorough way, which helps create a great support experience. Review collected by and hosted on G2.com.

The main downside is that it can’t always handle more complex issues, though that’s completely understandable given its scope. Review collected by and hosted on G2.com.

I really appreciate that Fin by Intercom feels smart and natural, quickly solving customer issues by learning from our knowledge base and even letting us customize its tone. Review collected by and hosted on G2.com.

Risk of Inaccuracy If you update your pricing or fix a critical bug, Fin could be giving customers the old, incorrect information for up to seven days, which breaks trust. Review collected by and hosted on G2.com.

The AI is incredibly advanced compared to other software we were using. The team is also always proactively coming forward with better features and areas for improvement, which gives us greater insight. Our customers have also experienced a much faster response time and greater satisfaction. Review collected by and hosted on G2.com.

I do feel like there are certain features or reporting or outbound capabilities that are limited. Review collected by and hosted on G2.com.

Fin is incredibly reliable. I learns FAST. It understands customer questions well, provides clear answers, and reduces a huge amount of repetitive workload for our support team. I love how easy it is to train; no complicated setup, just connect it to your help content and it instantly becomes useful. The ability to hand off to a human seamlessly also gives us confidence that customers are always taken care of. Overall, it feels like having an extra teammate who works 24/7 with consistent quality. Review collected by and hosted on G2.com.

The main downside is that Fin can be limited when handling highly specific or nuanced cases which we're still learning how to adapt to it. Review collected by and hosted on G2.com.

I enjoy using Fin by Intercom for its ability to efficiently redirect emails to the correct queue and respond to general inquiries, which greatly reduces time spent on repetitive tasks like answering the same topics for different people. I love how it automates responses using workflows, providing precise replies without unnecessary verbosity, and effectively using internal documentation, which is simply awesome. Setting up Fin by Intercom was a pleasant experience due to its logical structure and understandable process, making the automation of tasks an insightful journey. Furthermore, I appreciate the reduction in unproductive time thanks to its functionality and the positive impact it has had on our workflow. These aspects collectively boost our team's efficiency and make handling inquiries much more manageable. Review collected by and hosted on G2.com.

I find the pricing model of Fin by Intercom to be problematic. While the base plan starts at $29 per month, the additional charge of $0.99 each time the AI agent 'resolves' a conversation makes it difficult to predict the total cost, especially when working with a fixed budget for automated responses. This variable 'per-resolution' cost can lead to expenses that are higher than other products with simpler pricing structures. Review collected by and hosted on G2.com.

We use intercom to run NPS campaign inside our platform, I had a few questions about set up and Fin was able to answer them right away Review collected by and hosted on G2.com.

I have opened a few tickets with support and had to ask for human support to further clarify on API connectors Review collected by and hosted on G2.com.

I really value the accuracy and structure of the answers provided by Fin by Intercom. Fin effectively understands customer questions, delivering well-thought-out responses that facilitate helpful interactions. My customers are always satisfied after engaging in a conversation with Fin, which is a testament to the high quality of assistance they receive. Additionally, the frustration tracking feature is incredibly beneficial. It plays a crucial role in ensuring customer satisfaction by redirecting users to a human agent when needed before they become frustrated, hence reducing frustration levels and maintaining a positive customer experience. This efficacy in resolution and client satisfaction translates into less need for my team to intervene, significantly reducing the workload for our first line agents. The ability of Fin to autonomously handle initial customer inquiries not only saves time but also optimizes my team’s resources, as we only need to address complex issues that require more detailed information or bug reporting. Moreover, the AI system’s training on our knowledge base makes it a reliable solution for managing high volumes of customer questions, effectively solving bandwidth issues. I find that my customers appreciate this setup as they need to reach out to us less frequently. Overall, Fin by Intercom significantly enhances our operational efficiency and customer satisfaction. Review collected by and hosted on G2.com.

I find the ease of customizing workflows in Fin by Intercom challenging. When I want to make minor adjustments to the standard workflows, I often have to delve deeply into creating completely custom workflows. This is particularly demanding for a small organization like ours, as it requires more effort than we anticipate. We simply wish to tweak a standard setting, but often that requires us to create an entirely new custom workflow. Review collected by and hosted on G2.com.

As a support team lead, I value how seamlessly Fin integrates into our existing Intercom environment. The setup is straightforward, and it requires minimal additional training for agents. Fin handles a high volume of repetitive inquiries effectively, freeing up my team to focus on more complex cases. I especially appreciate the ability to feed it our own help center content and control how it responds, which makes it much easier to maintain consistency in tone and accuracy. Review collected by and hosted on G2.com.

The main drawback is cost. Compared to other AI chatbot solutions we’ve evaluated, Fin’s pricing feels high, especially for teams handling large ticket volumes. While the quality of answers is strong, the per-resolution model can become expensive quickly, and it makes forecasting support costs harder. More flexible pricing options or bundled plans would make it a more accessible solution for growing support teams. Review collected by and hosted on G2.com.

The interface of intercom and Fin is very user-friendly and very easy to work with. I have worked with other help-desk vendors in the best, and intercom is by far the most intuitive. I am also very happy with the support I get from intercom when I have questions or run into blockers. Review collected by and hosted on G2.com.

I am not entirely convinced about the current process for improving Fin answers. I find it hard to figure out the best way to take action on times where Fin is not answering correctly. I know this is in development, though. Review collected by and hosted on G2.com.