Fin Reviews & Product Details

Automatic responses from the knowledge base, with no human intervention, save a significant amount of time. Review collected by and hosted on G2.com.

Sometimes it gives the wrong response because it doesn’t understand the customer’s context. Review collected by and hosted on G2.com.

The omni-channel support is fantastic. It updates in real time and is easy to train new hires on. I’ve used several competitors, but I always come back to Fin as the best vendor. Review collected by and hosted on G2.com.

Building out product tours is difficult and cumbersome. It often breaks and I need to lean on an engineer in order to anchor the popups correctly. Review collected by and hosted on G2.com.

I like the ability to program behaviors within Fin by Intercom without having to do any coding or interact with the API. It's great that everything can be accomplished through drag and drop features, which influence how the bot handles interactions and how Fin AI operates. It's really user-friendly, so even if you're not the most technical person, you can still configure the bot yourself without needing engineers. I also find the initial setup pretty easy, especially with the available configurations through knowledge-based articles. It's fantastic that you can own the model yourself. Review collected by and hosted on G2.com.

Maybe pricing can be better. Review collected by and hosted on G2.com.

I like Fin because it's very user-friendly and easy to navigate. The option to integrate many essential tools is a big plus for our work, with apps like Birdie, Transly, and Linear easily fitting in. The AI assistant is particularly helpful, providing straightforward but detailed answers when I need clarification on specific sections or features of Fin. Review collected by and hosted on G2.com.

None Review collected by and hosted on G2.com.

I'm very happy with the support I received from Fin by Intercom. When the tooltips on my app weren't working, they offered me instructions to pass on to my Tech team, and it's finally working after a month! I also like that I can quickly move from Fin to a real human agent when needed, and the human agents help me out completely. Review collected by and hosted on G2.com.

Fin is good for simple questions, not for bugs or product developments needs in my opinion. I quickly moved from Fin to a real human and the real agent helped me out completely. The AI agent couldn't have solved my issue. Review collected by and hosted on G2.com.

I appreciate how Fin responds to monotonous questions instantly with screenshots. I like that I can train it on things and how it learns from articles. It's also great that when it can't respond, I can train it to respond to certain questions or improve its answers. The initial setup of Fin was very easy. Review collected by and hosted on G2.com.

I find Fin struggles with complex questions and multi-step processes that users need to undertake. Review collected by and hosted on G2.com.

I like that Fin by Intercom has all the background of the help center and all the information I could look for, making it very quick sometimes to find an answer. I also appreciate that it quickly understands when I want to speak to a human instead of getting more answers from Fin. Review collected by and hosted on G2.com.

I get a little upset when I'm adding several details and before I finish, adding the information, for example, images or some video explaining the problem I have, Fin is all the time answering while I'm still giving information about my problem. It wasn't easy to install because we have an SPA and still sometimes we had some problems with it. Review collected by and hosted on G2.com.

We use FIN to answer questions users might have that are already covered in our KB articles, but sometimes they have trouble finding the right page or simply prefer asking a chatbot. FIN understands the user’s issue, provides clear help, and keeps the conversation going by asking follow-up questions when it needs more information, which is important to make sure the user doesn’t get stuck. FIN also looks good, is fast, and can cover schedules when we’re away. It has great integrations with our KB articles, so it can link to them smoothly when needed, and the setup process is super easy. Review collected by and hosted on G2.com.

Sometimes Fin doesn’t seem to understand what a user is asking. Because it relies on well-written KB articles (which organizations should have anyway), it can end up recommending something that isn’t very good or relevant for the user. Fin should also know when it doesn’t have the answer and route the request to more experienced support, instead of providing a response that isn’t useful. Review collected by and hosted on G2.com.

I use Fin infrequently but recently just had to report quite an annoying bug on the Intercom app through Fin. Fin replied quickly, accurately understood the issue and passed it on to an agent quickly. Review collected by and hosted on G2.com.

I haven’t had the opportunity to use it regularly because my role within the company doesn’t require it, so I haven’t encountered anything about it that I would dislike. Review collected by and hosted on G2.com.

I really appreciate the very powerful AI agent Fin, which helps us manage incoming requests across multiple inbound channels. This is especially beneficial for our small, growing startup that lacks resources for multiple customer support agents. I also like the powerful workflow and automation tools, which, although we have only scratched the surface, allow us to handle a lot of administrative tasks. This includes classifying and categorizing customer support requests with tags across different inboxes, helping us gather data on performance and share it with our product team. This data-driven approach helps prioritize feature development to minimize customer support needs. We find the advanced behavioral capabilities of Fin's bot impressive, with minimal hallucinations. We enjoy the way it can act as a competent first-line support agent, simplifying the triaging and escalation process. The setup of Fin was very easy, and we received a lot of support from the team. I am satisfied with our current process and would rate Fin by Intercom as a four and a half out of five star platform. Review collected by and hosted on G2.com.

What is more difficult about Fin by Intercom, I suppose, is the training and retraining. I know the system is very manual yet, and what would be great is to have a significantly improved user interface to retrain and improve the responses of the bot. At the moment, all these features are spread out across the system, and that makes it a bit more cumbersome to retrain. The retraining is what is really where you get a lot of value for it. Review collected by and hosted on G2.com.