Fin Reviews & Product Details

It combines all the info together, can find the right tone of voice and useful during days off or holidays Review collected by and hosted on G2.com.

not always understands the question, cycles up on one answer, can't turn off review request for Fin tickets Review collected by and hosted on G2.com.

I think Fin by Intercom is doing really well compared to other chatbots. I appreciate how quickly it responds, and it includes helpful resources like screenshots and cites the articles used for its answers. This feature is really good because it saves everyone time, making it easier for our customers to resolve their questions. I like that it significantly reduces the chat volumes we receive, acting as the first contact layer before reaching a human agent. I also appreciate that it saves time when looking up information by gathering and organizing it to meet my needs in the moment, which is really time-saving. These are some of the things I really appreciate about Fin by Intercom. Review collected by and hosted on G2.com.

I think there are certain things we could get more guidance on, especially when it comes to integration and setting up different actions. It requires involving our engineering team, which is a bit restricted. This makes it complex to take full advantage of Fin by Intercom. Also, if Fin doesn't have an answer, it tends to assume things, which leads to bad answers. Decreasing the assumption rate could help prevent customers from leaving with incorrect information. Review collected by and hosted on G2.com.

What I like about Fin by Intercom is that it feels practical and easy to adopt. It is easy to use, straightforward to implement, and integrates well with our existing tools. I also appreciate that it has strong customer support, offers a good number of features, and is something teams can rely on regularly for day-to-day support operations. Review collected by and hosted on G2.com.

What I dislike about Fin by Intercom is that its reporting can feel limited, and the frequent UI changes can make the platform less intuitive over time. The rewording of categories sometimes makes it harder to find things, and I occasionally have to search for pre-existing reports that were easier to locate before. Review collected by and hosted on G2.com.

I like that Fin by Intercom helps both our internal team and our customers with quick answers or walk-throughs in inquiries. It's like having another staff member without needing to hire another person. For example, when we get an email inquiry about how to change a bank account on file, Fin replies with the documents needed and a breakdown of the process. When we receive an incoming call, Fin asks the customer up front what their name is and what business they are calling from, which, when transcribed, helps us look them up quicker. Review collected by and hosted on G2.com.

Fin by Intercom currently has trouble giving the right answer to the right inquiry. In our business, we have merchants and partners reaching out as well as accounts that belong to two different platforms, so Fin will give a right answer to the wrong inquiry. Also, it took some time to get the hang of it, and we still don’t fully understand or use Fin to the fullest. Review collected by and hosted on G2.com.

I really appreciate how Fin by Intercom reduces the overall volume that human agents need to deal with by filtering out basic level queries. I like that Fin can pull from multiple sources and display images to help with clarity. This is especially handy when a query covers two distinct but related areas, and the information might be spread across multiple articles. Having Fin extract this information is very useful. The initial setup of Fin was also very easy for us since we had a lot of existing material to train it on, which made it straightforward. Review collected by and hosted on G2.com.

Fin sometimes hallucinates information/answers that aren't accurate/true. We have used the instructions feature to tell Fin not to provide answers when it doesn't have enough information, but despite this, Fin will sometimes provide guidance to customers that is factually inaccurate. Review collected by and hosted on G2.com.

Fin has been a game changer for our support team. What I like most is how easy it is to keep Fin up to date with our product. Setup was painless. The interface and features are powerful yet simple, helping us handle a large volume of support without feeling overwhelmed. Fin's responses are accurate and thoughtful. Review collected by and hosted on G2.com.

Any time there's anything that I've disliked about Fin, it's almost always resolved in the next release from Intercom. No complaints. Review collected by and hosted on G2.com.

I like that Fin by Intercom is really easy to set up. The built-in dashboards are visual and available out of the box. These dashboards let me see data I might not have looked for otherwise, and I can easily see visual trends. It's straightforward to take a screenshot without needing to export and analyze or create different graphs. The setup was pretty seamless, even as someone who hadn't set up a chat agent before. Also, Fin by Intercom resolves over 50% of our inbound chats, allowing our agents to focus on more difficult interactions. Other than some slow customer support sometimes, I like it a lot. Review collected by and hosted on G2.com.

Sometimes the customer support can be a little bit slow. Review collected by and hosted on G2.com.

I like that Fin by Intercom is very versatile and easy to adapt, with just a good prompt, FIN can attend to customers as if it were another support agent. I like the voice functionality and how FIN can adapt to the type of agent I want it to be, which makes it more human. FIN's voice is very human, which results in added value and a more interesting experience for customers. I also appreciate the ease of setup, especially since we moved from Talkdesk to Intercom, the portability and ease of setup were straightforward. Review collected by and hosted on G2.com.

Sometimes Fin by Intercom is very general in its responses or fails to fully understand the customers. Review collected by and hosted on G2.com.

I find Fin incredibly easy to use and fast, which really enhances my workflow. It simplifies accessing and retrieving information from our FAQs and knowledge base. I particularly value the operator tool because it lets me navigate through our entire database efficiently to solve and address problems. Setting up Fin when I joined my company was also a breeze; it took me just a few hours to a day at most to learn all the needed information and tools. Review collected by and hosted on G2.com.

Nothing currently. Review collected by and hosted on G2.com.

Fin has been able to take a load off of the seasonal volume spikes in a tremendous way. As our business continues to scale year over year, the questions don't necessarily change as dramatically as the volume but the volume can still be hard to predict. With Fin, it can answer easy questions at scale efficiently allowing our reps to focus on the more complex customer inquiries. Review collected by and hosted on G2.com.

It still takes a lot of work to QA Fin and make sure your content is up to date. While some people think an AI bot is "easy" it just means our strategy and work style has to shift to be more about training Fin and less about drafting direct responses to customers. Review collected by and hosted on G2.com.