Fin provides a practical solution for managing routine customer support tasks, significantly improving workflow efficiency. The tool could benefit from enhanced capabilities to recognize when human intervention is necessary for more complex inquiries.
View Full ReviewFin AI is a very configurable AI that is able to combine successfully in its response multiple sources of information. It can be displayed on various channels, including in-app, and on top of that, it has excellent reporting functionalities. The back-end interface is well laid out, it has in-product Ai support, and if that fails, the support team are quick to jump on and help. One issue is that tt was previously easy to integrate it with ZenDesk, but that seems to not be possible any longer for new instances. Review collected by and hosted on G2.com.
There are no pre-set guidances for a lot of common scenarios. 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.
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.
Hi there – Andrea here, I lead Workforce Management at Fin. Thanks so much for the feedback, it's really useful to hear. I'd love to understand more about what would make agent tracking work better for you, if you'd be up for a quick chat. You can reach me at andrea.nagel@intercom.io.
I like Fin’s message drafting and answer quality, and how easy it is to shape its answers. It handles general customer queries without handing them over to live chat agents, which helps those agents focus on customers with issues or questions about their purchased accounts. I also like its smooth integration with Intercom, and setup was very, very easy. Review collected by and hosted on G2.com.
Sometimes Fin makes silly mistakes. Even when the answer is in the source, it misses it. I’m not sure, but I guess this may have to do with how the snippets are written, and I think Fin could improve how it reads through sources. 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.
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