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.

Its efficiency is most impressive. Fin instantly and accurately resolves a huge volume of our customer queries, pulling answers directly from our knowledge base. It's like having a brilliant, tireless support agent working 24/7, which has freed up our human team to focus on more complex, high-value interactions. Review collected by and hosted on G2.com.

There is very little to dislike. If I had to mention something, it would be the desire for even more advanced customization options for its conversational tone to perfectly match our specific brand voice. However, its core performance is so strong that this is a minor wish for future improvement rather than a current issue. 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.

Fin's interface is quite intuitive and resourceful to manage. Both the support and operations teams are empowered with everything required to provide an excellent experience to customers. Review collected by and hosted on G2.com.

Copilot AI could be better - it is great when correctly fed, but still provides few alternatives on how you actually get its replies. It could be better separated by purpose: searching for information, drafting a message from that information, or even discussing subjects to better understand how accurate/updated the sources are. Review collected by and hosted on G2.com.

I really appreciate how helpful the support team is, they usually respond within 4 hours and even include a video recording of the steps. The sales process with Fin is also something I find really good as it can qualify leads and book demos automatically, without needing human intervention. I like the ability to create custom workflows which are great for improving our processes. Macros are a big win for us too, helping us respond to customers faster and handle multiple queries at once, especially during system downtimes. The use of preset messages on the chatbot is excellent for increasing webinar sign-ups. Also, having access to previous conversation history ensures we never ask customers to repeat themselves, providing us with the needed context. Review collected by and hosted on G2.com.

I find the support takes 4 hours to reply back and would prefer if this time was shorter. When it comes to reporting, there are too many filters, and it's difficult to understand what does what without the help of the support 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.

I find that Fin's answers are very accurate and he understands well what customers are asking. He provides them with detailed answers, with documentation, which allows them to solve their problems themselves. This prevents us from having too many tickets: Fin handles simple tickets, which leaves us, as technicians, more time for more complex tickets. Review collected by and hosted on G2.com.

At the moment, I don't see too many problems. If it is well configured, we encounter quite few. Perhaps Fin should be able to detect a person's dissatisfaction and transfer the ticket to a technician, rather than letting the customer get frustrated with a bot. Review collected by and hosted on G2.com.

You can expect a prompt response to your inquiry. Fin will prioritize timely communication to ensure that your questions are addressed efficiently. Review collected by and hosted on G2.com.

When there’s an issue, Intercom Fin’s recommended steps can add extra time to diagnosing the problem, instead of quickly directing you to the Intercom status page. 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.