Fin was easy to set up using our Knowledge Base as a starting point. We have a lot of insight into why Fin responds the way it does and control over how we want it to perform.

Some of the more technical pieces of setup (Stripe MCP, Procedures, etc.) aren't so "out of the box" and require some technical knowledge like transforming data into Python and knowledge of APIs. If you don't have this kind of knowledge on your team it can be a tough hurdle.

Out of the box, we saw a 60% resolution rate, and over time with continued refinement, improvements to the product, and implementation of more complex features like Procedures, we're seeing an average of 70% resolution with 1% improvement month over month.

What I like most about Fin is how effectively it automates customer support by providing fast, relevant answers based on existing knowledge base content. It significantly reduces response times and helps handle a large volume of repetitive queries without requiring constant human intervention. The integration with Intercom is seamless, and it’s easy to deploy and scale, which makes it a valuable tool for improving support efficiency.

One downside is that the accuracy of responses heavily depends on the quality and structure of the knowledge base, which can require ongoing maintenance. In some cases, the AI may provide incomplete or slightly off responses, especially for more complex or edge-case queries

Fin by Intercom is helping us solve one of our biggest challenges: scaling high-quality customer support without proportionally increasing team size. We deal with a high volume of repetitive queries—especially around transactions, account issues, and onboarding—and Fin allows us to instantly handle a large portion of these with accurate, consistent responses.

This has significantly reduced response times and eased the workload on our human agents, allowing them to focus on more complex and sensitive issues. It also improves the customer experience by providing fast, 24/7 support, which is critical in the crypto space where users expect immediate assistance.

Overall, Fin is helping us operate more efficiently, lower support costs, and maintain a higher standard of service as we continue to grow.

I like using Fin by Intercom because of the fast replies, clear instructions, and the inclusion of screenshots. Fast support is crucial for me to quickly get back to clients with the necessary information. The clear instructions really help when I'm trying to accomplish a particular task, and the screenshots that show me exactly where to click are a huge benefit. The initial setup of Fin by Intercom was really easy, making it feel like we've been using it for a long time.

I would like to be able to send Fin a screen recording showing the issue rather than texting the issue.

I use Fin by Intercom for clarifying issues like a missing News icon. It provides fast replies, clear instructions, and screenshots, helping me respond efficiently to clients with accurate info.

As a daily user of Intercom, Fin Intercom has been a real game-changer thanks to its strong AI features. It’s a great AI support tool that helps the user rephrase a response based on the customer’s mood. This reduces my workload and also helps improve response time, making support feel smoother overall.

Nothing in particular to add. It works great when it’s paired with a well-maintained knowledge base and supported by human oversight.

Fin automates customer support by instantly answering customers using existing knowledge base content, which significantly reduces the number of tickets that human agents need to handle. In many cases, it can resolve a large share of queries automatically, helping teams scale support without increasing headcount.

Another key issue it addresses is delayed responses and limited availability. Traditional support teams can’t always provide instant, 24/7 replies, but Fin delivers real-time responses across channels, improving customer satisfaction while reducing wait times.

The AI is incredibly advanced compared to other software we were using. The team is also always proactively coming forward with better features and areas for improvement, which gives us greater insight. Our customers have also experienced a much faster response time and greater satisfaction.

I do feel like there are certain features or reporting or outbound capabilities that are limited.

Fin is solving a number of problems for us. The greatest impact is response time, efficiency, the use of data connectors has allowed us to solve so many manual processes that are now automated.

I love how Fin by Intercom can be shaped to interact with users and its ease of use. Depending on how users write, Fin can detect if they are frustrated or upset, allowing it to adapt to each user and provide them with a more personalized and better experience.

The new procedures still have some areas for improvement, however, having been released so recently, I think it's normal.

Automate interactions with users, resolve general and complex questions such as ticket creation. I like how Fin by Intercom detects emotions in users and personalizes their experience.

Many users report that Fin cuts down the number of incoming support tickets significantly — sometimes reducing “ticket volume by 50-70% or more.”or simple, high-volume questions (password reset, order tracking, common how-tos, FAQs), Fin tends to perform very well. It draws from your existing help-center, knowledge base or documentation and gives “good enough” answers without needing a human.

Because Fin answers from what it’s “taught,” if your help documents are sparse, contradictory, or scattered across sources, performance degrades.

Fin is helpful to work across chat, email, SMS, maybe even voice, and supports many languages (if configured) — important as we deal with global customers.

Compared to building a custom AI support agent from scratch, many reviewers say Fin integrates quickly with existing support content and starts working “within a day or so.”

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.

Any time there's anything that I've disliked about Fin, it's almost always resolved in the next release from Intercom. No complaints.

Fin answers enough support tickets in any given month to offset hiring another human support agent. It's resolving enough inquiries each month that it's actually saving more hours of work than a human would put in each month. By the end of September 2025, Fin had saved us the equivalent of $60k in human salary.

What I like most about Fin by Intercom is how intelligent it is. It can resolve most issues on its own, and it explains solutions to customers in a clear, thorough way, which helps create a great support experience.

The main downside is that it can’t always handle more complex issues, though that’s completely understandable given its scope.

Fin helps answer general questions like account balances, available credits, and membership details, allowing customers to get instant answers without needing agent support.

I like Fin by Intercom's answer accuracy and the right knowledge it provides when I'm confused. It's about 80-90% accurate, which saves me lots of time searching for answers. The initial setup is quite easy too; you just need to follow the instructions and set it up right away.

Some things need human help, some of my questions are too complex for Fin, not just general knowledge but more into details of reporting and data.

I use Fin by Intercom for the support team, capturing calls and chats. It helps me when I'm unsure about features by providing accurate answers, saving me time searching for help.