Fin Reviews & Product Details

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.

It has changed our team’s approach to first-level support requests via chat. We now have an IA that saves us a lot of time by framing client requests: basic questions are answered automatically, and more complex ones are better defined and identified so a team member can handle them in the best and simplest way possible. Review collected by and hosted on G2.com.

It sometimes repeats itself or struggles to redirect the client to the right topic or answer. That said, I believe it’s also on us to improve our prompts and give it better input so we can get better answers. Review collected by and hosted on G2.com.

I really like how easy it is to set up Fin and how customizable it is according to company needs, which I find is not so common with other tools. I also love the variety of apps that integrate well within the Fin ecosystem, as they allow us to perform necessary tasks even if it's not directly handled by Fin. Additionally, I appreciate the explicit image blockers, which help prevent my agents from seeing inappropriate content, and the connectivity with internal platforms like Salesforce, making it easier for our agents to learn about new clients. Review collected by and hosted on G2.com.

I think the workforce management piece in Fin could use some updating. It's completely new, so I get that it might not be perfect yet, but improvements in agent tracking would be really helpful. Without good workforce management, it's hard to easily see what our agents are doing. Also, the reporting needs a lot of work. Most of the reporting in Fin requires using API keys, which isn't the most friendly for new users. 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.

What I like most about Fin by Intercom is how naturally it handles customer conversations without sounding robotic. It understands context well, so users don’t have to repeat themselves or get pushed through rigid, scripted flows.

Another major plus is how quickly it reduces the support workload. Many repetitive questions get resolved instantly, which frees the team up to focus on more complex or higher-value issues instead of answering the same things over and over.

I also appreciate how easy it is to set up and improve over time. You don’t need a lot of technical effort to get it running, and it learns from past interactions, so responses become more accurate and helpful as you go.

Overall, it feels like having a dependable first line of support that’s available 24/7 and genuinely useful, rather than just a basic bot. Review collected by and hosted on G2.com.

Nothing in particular—it's just that sometimes it feels slow. Review collected by and hosted on G2.com.

What I like most about Fin is how it integrates the articles and help centre, along with the AI feature. It makes it much easier to find the information I need in a single Fin window, rather than having to navigate back and forth between different places. Performance-wise, it feels very responsive, and the support team has been helpful as well. Review collected by and hosted on G2.com.

There is nothing I dislike about Fin. Fin is a helpful friend of mine and always helps me whenever required. Review collected by and hosted on G2.com.

It's easy to set up and maintain, with clear areas marked for each element of the AI - guidance, procedures, attributes etc. This has enabled us to achieve over a 50% deflection rate, and the accuracy rate provided by Fin is high based on the content that we have fed it. Review collected by and hosted on G2.com.

It can be difficult to control the AI in specific situations. In our case, we have lots of bespoke customers. The ultimate solution is to integrate our CRM with endpoints so that Fin can understand specific use cases, but this takes lots of time to build. For now we must rely on escalation rules to skip the AI, but it would be helpful to be able to control exactly what Fin does in certain scenarios or if it picks up on specific keywords, for examples. This can somewhat be done with procedures, but again it's more complex than it needs to be. Review collected by and hosted on G2.com.

What I like most about Fin is the way it communicates. At times, it sounds very human, and that is a very positive point. I also believe that the Workflows are very good for solving many cases.

In daily life, it allows us to resolve many cases easily and quickly for the clients.

It has some integrations, like Notion, website, etc.

In terms of performance, it meets expectations well and there are few downtimes. The price is okay, but it could improve in terms of FinAI per resolution; we find it expensive.

Fin offers various trainings, and we can track the progress. Review collected by and hosted on G2.com.

The part about Fin where we don't really know what is shared and what is co-shared. With Fin, and at a regulatory level, it is a bit difficult for us to use our databases and share them with Fin, because we don't know what is being shared and the security they have. We would like to know more about this. Review collected by and hosted on G2.com.

I like how easy it is to manage articles and especially like that I can see what conversations customers have opened while looking at a specific article. I also like being able to sync external sites into the knowledge-base, which I use for adding our changelog details into FIN. It's easy to correct FIN anytime it answers incorrectly and the stats and reports are good as well.

Support is also great - they are always friendly and helpful when you need to speak to someone. They obviously also use FIN for AI support and it resolves my issues most of the time, but the team jumps in normally same-day if the AI can't resolve it. Review collected by and hosted on G2.com.

Don't dislike much - sometimes the text editing in content is a little annoying, but there's nothing I can think of that I specifically dislike. Review collected by and hosted on G2.com.

As a daily user of Intercom, Fin Intercom has been a real game-changer thanks to its strong AI features. It’s a great AI support tool that helps the user rephrase a response based on the customer’s mood. This reduces my workload and also helps improve response time, making support feel smoother overall. Review collected by and hosted on G2.com.

Nothing in particular to add. It works great when it’s paired with a well-maintained knowledge base and supported by human oversight. Review collected by and hosted on G2.com.