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.

I love how friendly Fin by Intercom sounds. We get many positive CSAT remarks from customers who like how quickly it answers while not sounding robotic. Some people don't even realize they are chatting with AI! It's easy to set up and everything feels so intuitive. At my company, we have a small team, which means we do not have much time to deep dive into products and intricacies. Fin being easy to use and set up means we can easily make adjustments without the need of deep technical knowledge and keep this task within our support team. Very easy. You can use workflows, which we were already familiar with, and they have many support articles. Review collected by and hosted on G2.com.

While it's easy to use, it can also be as complex as you need. This creates a gap for our team, where we reached a ceiling of how much we can do with support content alone. The connectors and other settings that allow us to share information with Fin so it can use it in conversations are a bit difficult to set up and Intercom doesn't give great tools for non-tech people to use. Having an account manager walk us through its use would be helpful. Review collected by and hosted on G2.com.

Having separate inboxes for different teams has greatly improved my day-to-day workflow. I’ve never used a CRM that took so little time to learn. Onboarding with Intercom and Fin just made sense to the organizational part of my brain.

We were able to rename Fin to Poppy for our company’s use and train Poppy to answer questions that were already covered in our help center. When customers write in looking for an answer, they’re prompted to choose whether they’d like to speak to a human or try the AI. More and more people are choosing the AI option, which has helped improve our CS team’s workflow and give them more time to investigate the bigger issues our users may face.

I also noticed there are several integrations available, including Slack through Zapier. I haven’t had the chance to use that yet, but it’s already opened my mind to new ways I can optimize our workflow. Fin (aka Poppy) has improved our CS performance by taking the quick, straightforward questions off our plate. I’m not sure how much it costs, but I’d venture to guess it’s worth the money many times over in ROI —especially since it seems like the creators of Fin and Intercom are actively improving the software and are transparent about feature updates.

I love the community feel of Intercom and am so happy to be working with a software that values the insights of its users. Review collected by and hosted on G2.com.

The information bar on the right of any conversation can be a little overwhelming at times, so maybe a way to customize that. Also, maybe an AI helper with reports? Review collected by and hosted on G2.com.

Overall usage (as a user) has a neat interface and offers a high customizable section to apply filters and workflows to add and smooth experience for both customers and users.

Highly integratable with tools such as Jira and more. Performance wise we have had few system issues, the team is always responsive and provides great turnarounds.

It's AI bot (Fin) is a versatile tool to include as your first response line. It's knowledge base to feed the bot is very user friendly and the Copilot add-on is brilliant.

Overall a great tool, you get what you pay and even more. Review collected by and hosted on G2.com.

Some filtering can be confusing or not useful. Review collected by and hosted on G2.com.

Versatility, relative ease of use, the levels of integrations, and the MCPs we can connect with it. When we're stuck with anything, we reach out to their support, and we're greeted with their version of Fin, which can handle pretty much anything you throw at it. Review collected by and hosted on G2.com.

It's too granular when it comes to tweaking it, so at times we postpone needed tweaks just because it's a lot of manual work. I wish that we had an option to update Fin settings either via MCP or via REST API. Review collected by and hosted on G2.com.

I really like how Fin by Intercom allows us to personalize the experience, such as setting guidance on tone of voice—making it more professional or empathetic. We can customize easily and it's great for segmenting and targeting specific groups, allowing us to set expectations for different user tiers. The ease of tailoring the platform to our needs makes it possible to handle repetitive questions efficiently, which frees up time for our small team. This enables us to focus on tasks that require a human touch and create more content for our help desk. The simple, plug-and-play setup was also a plus, making it easy for us to adapt and improve as we go. Review collected by and hosted on G2.com.

The pricing model creates some uncertainty, since costs depend on resolution. I never really know how many conversations it will handle in a given month, which makes it harder to predict expenses. Review collected by and hosted on G2.com.

I really like Fin by Intercom because it frees up time and answers questions for users in a really great way. It pulls from our knowledge base and answers questions really quickly for users. Overall, it's just saved so much time for our customer support team agents to work on other projects. We love the product ourselves, it's something that's in our workflows and we use every single day. It's something we wouldn't want to switch over to anything else, and we'd advocate for it to anyone you asked. Review collected by and hosted on G2.com.

I think it actually does seem to cover a lot of what we needed to do. I guess, if it could make changes for users using our app rather than just answer questions that would be another time saver. Review collected by and hosted on G2.com.

The speed of rollout, the performance of the AI, the ability to iterate quickly. Review collected by and hosted on G2.com.

Some of the reporting could be improved. There's valuable insights from the AI issue summaries that help us understand contact drivers and it requires some exporting of data in order to really see it. The changes to the pricing and packaging wasn't ideal, but we dealt with it. Review collected by and hosted on G2.com.

I like how Fin by Intercom handles the repeated tasks and questions, taking the load off my team. I appreciate that it is learning; they use internal sources to find answers and learn from mistakes in previous conversations. This allows for more accurate, human-sounding answers, which is what the customer would be looking for. I also like the progress Fin by Intercom has made over the past year, and the initial setup was easy. Review collected by and hosted on G2.com.

One thing that frustrates me is that Fin tends to loop - it keeps repeating the same answer even when the customer has indicated that the answer was not helpful. Fin doesn't ask for clarification when the answer misses the mark. Fin doesn't have context memory, it seems. It can forget sometimes if the answer was already provided. Review collected by and hosted on G2.com.

I love the control that Fin by Intercom provides during setup, which is much like programming an AI bot. My favorite thing is how it reads all our old chats to generate answers similar to how we would respond. We've been using Intercom for the past 10 years, and there's a lot of historical data for it to parse through. It has significantly reduced how many requests make it to our team by about 20%. Review collected by and hosted on G2.com.

A lot of the features to assess how the bot is doing are considered a Pro tool and an add-on for a fee. For the price we're paying to use Fin, it would be great to have some of those tools (even a basic version of them) included with Fin. Review collected by and hosted on G2.com.