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 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.

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.