Fin Reviews & Product Details

I like that Fin acts as the front line of defense, essentially triaging questions and requests so we don’t have to deal with—or even see—the simple ones he can handle. Review collected by and hosted on G2.com.

Sometimes Fin provides the wrong information—for example, it will walk someone through troubleshooting mobile app issues even when they’re actually on a desktop. We’d like an easier way to guide or steer Fin in the right direction without having to build complicated workflows or create highly specific answers tied to particular attributes. Review collected by and hosted on G2.com.

Fin by Intercom has allowed our support team to level up; Fin can answer and deflect questions our support team has traditionally spent time answering, allowing them to focus on high-impact customer interactions. We've even found it beneficial for non-support team members at our own organization. Gone are the days of needing to sift through documentation; Fin can find it for you and give you the correct answer based on that documentation and what it learns over time. Review collected by and hosted on G2.com.

Setting up the workflows can be tricky; there is a lot of flexibility but also a bit of nuance that isn't always clear. It requires a good amount of trial-and-error in order to feel comfortable with a version that can be customer facing. Review collected by and hosted on G2.com.

What I like best about Fin is how intuitive and efficient the platform feels for day-to-day customer support operations. The UI/UX is very clean, user-friendly, and easy to navigate, which helps agents work faster and manage conversations more smoothly, even during high ticket volumes.

The platform also performs very reliably. We handle a large number of customer interactions daily, and Fin remains stable, responsive, and fast, which is extremely important in a fast-paced support environment.

Another strong point is the integration experience. It works well with the other tools we use internally, making workflows more centralized and reducing the need to constantly switch between platforms. This helps improve productivity and team collaboration.

Regarding AI and intelligence features, the Fin AI agent has been especially helpful. It assists with automating repetitive interactions, helping categorize conversations, and improving response efficiency while still allowing agents to step in whenever needed. It has helped optimize workflows and reduce handling time significantly.

In terms of onboarding and support, the experience has been smooth overall. The platform is easy to learn, and most features are straightforward even for newer agents. Support resources and documentation are also helpful when needed.

From a pricing and ROI perspective, the value provided by the platform matches the investment well, especially considering the operational efficiency, automation capabilities, and scalability it brings to customer support teams.

Overall, I’m very satisfied with the experience using Fin and with how the platform continues evolving alongside modern AI-driven support needs. Review collected by and hosted on G2.com.

One area I believe could still improve is the consistency of some AI-generated responses from the Fin AI agent in more complex or highly specific support scenarios. While the automation is very helpful overall, there are occasional situations where manual intervention is still needed to ensure the customer receives the most accurate or context-aware response.

I also think that some billing and conversation history views could be a bit more centralized or easier to filter during investigations, especially when handling high ticket volumes or complex support cases.

That said, these are relatively minor points compared to the overall positive experience we’ve had with the platform. Review collected by and hosted on G2.com.

I like that Fin can pull information from multiple platforms we link it to. It’s helpful for resolving common customer issues and makes it easier to handle routine questions. Review collected by and hosted on G2.com.

Fin can sometimes get stuck in feedback loops, and that can leave the customer feeling frustrated. Even with guidance, it may continue in a negative loop and provide answers that don’t apply to the situation. Review collected by and hosted on G2.com.

What I like best about Fin by Intercom is that it helps in answering customer queries instantly without much manual effort. It understands the customer question quite well and provides accurate responses based on the help articles. This saves a lot of time for the support team because many common questions get resolved automatically. The setup is also quite simple, and it works smoothly with the Intercom platform, which we already use for customer support. Review collected by and hosted on G2.com.

One thing I feel could be better is that sometimes Fin does not fully understand complex or very specific customer queries. In such cases, the response may not be very accurate, and the conversation needs to be handled by a support agent. Also, the answers depend a lot on the quality of the help articles, so if the content is not very clear, then the responses may not be perfect. Apart from this, it works well for most common queries. Review collected by and hosted on G2.com.

I appreciate how Fin integrates seamlessly with Intercom, saving us from needing any external settings or additional engineering efforts. It's an out-of-the-box solution that automates a good portion of our customer support, around 40 to 50%. I find the AI agent very smart and clever, making the platform easy to use and significantly enhancing our customer insights. The workflows are especially valuable as they integrate with AI to perform tasks efficiently. Additionally, the platform's speed and ease of integration with Intercom set it apart from other AI products we tried. Review collected by and hosted on G2.com.

We experience some interpretational issues with AI models, which is expected but needs improvement. However, these issues are typically related to large language models (LLMs) and are not something we can fix directly, as they need resolution on the Intercom site. Review collected by and hosted on G2.com.

Workflow layout is pretty smooth and intuitive. Review collected by and hosted on G2.com.

Account management would be a reason to leave the platform completely (if it were my choice to make). Lack of ability to merge user-user is a huge negative both in terms of workflow and for consistent admin. Have flagged this in the Support forums in a thread which has ~120 likes not aware anything is being done to resolve this. Would happily move back to Zendesk. Review collected by and hosted on G2.com.

Intercom's Operator is my favorite part about Fin because it is able to build procedures, guidances and its content source by just a few simple prompts. The UI is also beginner friendly with easy tabs to navigate through. Review collected by and hosted on G2.com.

If I could change one thing about fin it would be able to filter conversations in a more advanced way. An example would be filtering conversations by users and time stamps. It would also be nice to have a section to combine both open and closed conversations and have it all presented in one stack. Review collected by and hosted on G2.com.

It can handle customer queries without needing to assign a human agent, and it can also escalate the conversation to a real human agent when necessary. Review collected by and hosted on G2.com.

It sometimes hallucinates, and there’s nothing else in particular to mention. Review collected by and hosted on G2.com.