Since its implementation, Fin has been crucial in reducing work overload by providing solid answers to customers' inquiries, triaging and solving simple questions while directing the most complicated ones to the Support team improving the response and resolution times accordingly.

I have not found a feature that I would say I dislike. So far, so good!

It has been solving from simple to somewhat elaborate inquiries and this impacts my day to day workload by bringing the most complicated topics to my inbox.

We are a small team with only 2 people handling support. Since FIN leverages our help center content and recent team member conversations, it has allowed us to have our small team focused on more critical issues and proactive support. We recently got a customer CSAT survey for an issue FIN resolved that said, "the AI bot was the most helpful I've ever used!” Customers are able to get answers immediately vs. waiting for a team member or having to go through a decision tree for answers. It was really fast to set up and I've been able to make adjustments along the way. It's also helping us keep our content up to date by making suggestions of areas that need improvement or are missing information. Previously, we would do periodic audits of our help center, but with FIN, we can now look at what had to be routed to a team member and FIN can tell us areas it didn't have information to leverage.

You have the option to turn on multiple functions of FIN, for example you can just turn on Chat or Email or both. We have both turned on, however occasionally a customer might go into a loop where they chat in and FIN tells them to email support, which isn't the best experience. I've been able to provide additional guidance to FIN to try to avoid this, but there are definitely some trial and error things you'll need to do to ensure the customer experience isn't impacted.

FIN is solving customer issues for us based on our help center content. This is allowing our small team to focus on more critical areas and proactive support, which ultimately will help us with customer retention.

Fin is great at deflecting our current customers inquiries by offering great responses from our robust help articles

Fin sometimes does not understand human language nuances.

Deflection rate has soared to over 40%

We've been very impressed with Intercom's FIN AI Bot. One of the standout features is its excellent language support for Latvian, Lithuanian, and Estonian—there are virtually no errors, which is rare and incredibly valuable for our region. The platform is also extremely user-friendly when it comes to training the bot; everything can be done independently, including setup and integration with our internal systems.

The support from Intercom’s team has been outstanding—quick, helpful, and always professional. Most importantly, we're seeing a high resolution rate of over 60%, which has exceeded our expectations. Overall, we’re very satisfied with FIN and highly recommend it.

One area with room for improvement would be the response time for technical support inquiries—faster turnaround on complex issues would make the experience even better.

FIN by Intercom is helping us automate customer support efficiently by accurately handling inquiries in Baltic languages, reducing agent workload and improving response times, which leads to higher customer satisfaction and a resolution rate of over 60%

The ability to train and give information using actions.

I think it's still in beginning stage in my opinion needs some improvements and also the Fin Tasks are still not available yet.

Fin is smart about giving informational based information if trained correctly and that's the best thing about it.

Fin focuses on learning from frontline staff first and foremost, giving a human like experience.

Fin's resolution rate anchor's feel a bit unrefined in comparison to everything else.

Resolving issues pre-emptively and providing off-hour support.

As a technical writer, I find Fin by Intercom very easy to use and quick to set up. It connects smoothly with our other tools, and customer support is always responsive. I use it regularly because it offers a lot of helpful features that make my work easier.

There are so many features that it can feel a bit much at first, and learning how everything fits together takes some time. Sometimes I need extra help from support to figure out the more advanced integrations.

Fin by Intercom is solving the problem of handling repetitive and basic customer queries for our SaaS product by using AI to instantly answer questions based on our support documentation and macros. This automation means customers get fast, accurate answers 24/7, and our team saves a huge amount of time that used to be spent on answering the same questions over and over. As a result, our support team can now focus on more complex issues, improving both efficiency and customer satisfaction.

Its efficiency is most impressive. Fin instantly and accurately resolves a huge volume of our customer queries, pulling answers directly from our knowledge base. It's like having a brilliant, tireless support agent working 24/7, which has freed up our human team to focus on more complex, high-value interactions.

There is very little to dislike. If I had to mention something, it would be the desire for even more advanced customization options for its conversational tone to perfectly match our specific brand voice. However, its core performance is so strong that this is a minor wish for future improvement rather than a current issue.

Fin by Intercom is solving several critical problems for us. It instantly resolves the vast majority of our repetitive customer questions 24/7, which has freed our human support team to focus exclusively on complex issues where their expertise is most needed. This benefits us twofold: our team operates more efficiently and with higher morale, while our customers get immediate, accurate, and consistent answers from our knowledge base at any time. The result is a more scalable support operation and a significantly more satisfying and reliable experience for our customers.

We have been trialing FIN for a couple of months now to help with out of hour support and the results have been very positive. The training of the model was straight forward and one we were happy to invest in to get it right. Using to supplement for the team has gotten great feedback. We are clear that it is AI and customers are happy to use.

Nothing in the way we are utilising it. Our expectations is that it is a good assistant and it is more than achieving that.

We don't have 24/7 support cover. This allows us give a better level of support outside business hours

Guidance is a big thing, I like we can twitch how he replies, when to handover and what information he need more context about.

There's nothing that we dislike yet, but I'd say the Help center connected to fin, we would like to have the option to connect a help center through a workflow or a brand through a workflow.

He's replying at the moment to simple questions that no human intervention is needed