I like Finn's natural language, and many of the interactions it has with our customers has been really easy to understand. I like that I can set up automatic workflows, and the statistics are also easy to get salad data from.

We have data connectors and integration set up between our billing software and many of our everyday business support tools. The performance of Finn is very quick and I do like their customer support and it's easy to get someone on chat to actually help when we need that. Review collected by and hosted on G2.com.

I don't like the change in plan features. When we signed up two years ago, we were given lots of new features and as they came out, new features were available to us and recently that has changed and it seems like what initially started as one price very quickly turned into every month there's extra fees involved.

As far as the fin chatbot, I don't like how much it hallucinates and gives people incorrect answers. Review collected by and hosted on G2.com.

These days, Fin is clearly built around AI, and you can see it in almost everything they keep adding. The AI Agent does a lot more than answer common questions. It understands the context of the conversation, pulls information from our knowledge base, follows the workflows we've set up, and can even trigger actions in connected systems when needed. That alone takes a lot of pressure off the team because not every conversation needs a person involved from the very beginning. We also use Workflows quite a bit to welcome new users, answer common questions, route conversations to the right team, and trigger messages based on what people are doing inside the product. One thing I really like is that most of this can be set up without constantly asking a developer for help. Review collected by and hosted on G2.com.

One thing I've learned is that it's easy to end up with too many automations if you're not careful. At one point we realized we had multiple workflows triggering for the same type of user simply because they had been created at different times. Nothing was broken, but it reminded us that reviewing and cleaning up your automation logic is just as important as building it in the first place. Review collected by and hosted on G2.com.

It helps with the initial conversations with our customers. He has access to our help center and can answer basic “how-to” questions, which leaves us more time to deal with the more complicated tasks that he can’t currently resolve. In terms of performance, Fins response time is very good giving our customers the feeling that they can receive help and answers even when the team is preoccupied with other things. Review collected by and hosted on G2.com.

The AI model has been very good but every once in a while it will ignore hard rules, which have to be rewritten and redone.

In addition the way the information needs to be divided isn't always so clear. For example, what categories can be put together in one card and what things should be divided between multiples. Review collected by and hosted on G2.com.

Fin AI has helped us manage the volume of tickets we receive every day, and it’s been effective at answering our users’ questions with good accuracy. We’ve also set up workflows to route certain ticket types to human agents, and that has been working well so far.

Beyond that, the platform is easy to navigate. The interface is clean, and I can usually find what I need without any trouble. When I can’t, it’s straightforward to reach out to Fin’s customer support—whether through the AI bot or live support agents—and they’ve been very responsive and helpful.

We’ve also integrated Asana, and it’s simple to create Asana tasks directly from the platform. This makes it easier for us to track progress on tasks that involve other internal teams. Review collected by and hosted on G2.com.

We’ve been running into an issue with how our response times are reported. We want to measure the first response time from our human agents, but because we’ve configured Fin AI to handle tickets first when they come in, the response time is currently calculated from the moment the ticket is created rather than from when the ticket is handed over to a human agent.

We’ve also set up outbound chats, and in many cases users take some time to reply. As a result, the response time can be incorrectly calculated from when the outbound message is sent, instead of from when the user actually responds to that outbound message.

For the Help Center, it would be helpful to have an option to preview an article before publishing it, as well as an option to generate the article URL in advance. We have articles that contain links to other articles, so right now we need to publish articles first just to get the URLs before we can insert the links.

Another thing for the Help Center is that we can't configure the message shown to users for restricted articles. Review collected by and hosted on G2.com.

What I like best about Fin is how intuitive and easy it is to use. It helps improve productivity across both customer-facing work and internal tasks by making it faster to find answers, resolve issues, and streamline everyday workflows. Review collected by and hosted on G2.com.

What I dislike about Fin is that its language support and customization options still have room for improvement. While it is intuitive and helpful overall, more flexibility in tailoring responses and better multilingual support would make it even more effective for different customer and internal use cases. Review collected by and hosted on G2.com.

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.

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.