Fin
Fin is an AI Agent that helps CX teams deliver instant, accurate, & personalized experiences on any channel, in over 45 languages, 24/7. It is the highest-performing customer agent on the market, resolving 76% of queries on average across 12K+ customers, including highly complex, multi-step cases like refunds, account changes, or subscription issues. Fin connects into business systems, pulls customer data, and takes action in those systems – automatically resolving queries without needing a human. If Fin can’t answer the question or it has explicit guidance not to, it hands off to a human in whatever help desk they’re working in. It runs on all the channels you engage with customers on: voice, email, chat, WhatsApp, SMS, social, Slack, Discord, and more. It delivers the same personalized, context-rich experience regardless of where the conversation is happening. Works across the entire customer journey. Fin is a single Agent that understands the entire customer context and history, can build a relationship with customers over time, and can transition from one use case to another – from service to sales to ecommerce – without the customer even realizing the change. The Fin family of agent roles include: - Fin for Service resolves customers queries and automates support processes end-to-end. - Fin for Sales answers product discovery questions, qualifies inbound leads, and books appointments for your sales team or guides those leads to a self-service flow. - Fin for Ecommerce answers questions as customers shop, recommends exactly the right product, and guides them through checkout. What makes Fin different: - Industry-leading performance: Fin resolves 76% of cases on average across 12,000+ customers, with many customers seeing resolution rates of over 90%. This is because Fin is powered by Apex, our proprietary models that are purpose-built for CX. Fin Apex 1.0 outperforms generic frontier models, with a 2.8% higher resolution rate and 65% fewer hallucinations on average when compared to frontier models. - Easy-to-launch and optimize: Fin is fast to set up and easy for anyone on your team to configure without the need for technical resources. Teams go live in days, see value quickly, and are able to continuously and easily improve Fin themselves. - One platform across AI & human agents: Fin is natively integrated with Intercom, but also integrates seamlessly with almost any helpdesk. This means you can manage your human team and Fin in one place, without ever having to migrate off your system of record or change your workflows. - An agent for customer operations: Operator is an internal agent that helps CX leaders spot problems, find opportunities to improve, and act on them. You can optimize Fin agentically and without the manual lift. - Full trust and control: Fin is the only AI Agent that gives you complete control over how it performs. You can configure tone, behavior, and knowledge without any technical resources. And it has a full observability and testing suite, so you can deploy changes with confidence and trust what is going live to customers. - One agent for the whole lifecycle: Fin is a single Customer Agent, working across the entire customer lifecycle to help sell, onboard, and deliver excellent service. All on the same shared context, history, and guidance. - The most experienced partner: Fin combines 15+ years experience in CX with a 60+ person cutting-edge AI team. We partner with customers for the long-term and have developed the Blueprint for success based on our own experience using Fin.
Average Rating: 4.5/5.0
Total Reviews: 3,788
How Do G2 Users Rate Fin?
- Personalization: 9.0/10 (Category avg: 9.0/10)
- Natural Language Understanding (NLU): 9.0/10 (Category avg: 9.0/10)
- Route To Human: 9.0/10 (Category avg: 8.8/10)
- Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.2/10)
Who Is the Company Behind Fin?
- Seller: Fin
- Company Website:
- Year Founded: 2011
- HQ Location: San Francisco, CA
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LinkedIn® Page: www.linkedin.com
1,238 employees on LinkedIn®
Who Uses This Product?
- Who Uses This: Customer Success Manager, CEO
- Top Industries: Computer Software, Information Technology and Services
- Company Size: 56% Small, 37% Medium
What Do G2 Reviewers Say About Fin?
AI-generated summary from verified user reviews
Pros
- Users find setup and deployment straightforward, helping teams get Fin running quickly with little technical effort.
- Users say it saves agents time and streamlines support work, helping them focus on more complex issues.
- Users find Fin intuitive to navigate and straightforward to manage, helping them handle everyday tasks with little effort.
- Users value accurate, relevant answers and broad question coverage, helping customers get dependable information quickly.
- Users value quick customer answers that reduce wait times and provide immediate help with common questions.
Cons
- Users say answers can be inaccurate, outdated, or confidently fabricated, especially for niche or advanced questions.
- Users say it misinterprets complex questions, misses context, and fails to ask useful clarifying questions.
- Users find pricing steep and costs difficult to predict, especially as usage or ticket volumes grow.
- Users find navigation and workflows confusing, with scattered features, occasional interface disruptions, and a learning curve for advanced functions.
- Users find the initial setup and configuration complex, time-consuming, and often requiring technical expertise and trial and error.
What Are Recent G2 Reviews of Fin?
"Seamless AI Integration and Rapid Feature Releases that Keep Getting Better"
Rating: 4.5/5.0 stars
— Moritz H.
"Huge Time-Saver for Small Support Teams with Fast Automation"
Rating: 5.0/5.0 stars
— Áine D.
What Are G2 Users Discussing About Fin?
- How is Intercom reshaping the landscape of customer communication and engagement? - 1 comment
- What is Intercom used for? - 3 comments
- Does intercom have live chat? - 2 comments
- What is intercom app used for? - 1 comment
- How does Intercom chat work? - 1 comment
