I like its ability to use my tone of voice, the way it lays out information, and the composition of such. It is a very intuitive tool, and greatly assists me in my day to day work duties.

Sometimes it doesn't provide all the steps necessary in a set of instructions, it will occasionally leave key pieces of information out that you have to go back and fill in.

Fin is a fantastic resource as it will often recall bits of information that may have been forgotten, or are rarely referenced. It effectively lays out steps and instructions that allow for clearer understanding by the customer. I enjoy its ability to recognize my tone of voice and use it in its responses.

I find Fin surprisingly helpful and pretty accurate. I feel like I get quality responses without having to bother a human. I can even see it refreshing when it notices errors or mistakes in it's replies. Fin is very kind and friendly as well, which makes for a pleasant user experience (even though I know it's a chatbot, it's still nice).

Sometimes I have to ask things or phrase things in very specific ways to get the replies I need. It's not as nuanced as human support.

Sometimes Fin shared information about outdated functionality or deprecated features. If I notice and call it out - Fin will apologize and update its replies, but it does make me want to verify with a human for critical or complex issues.

Fin helps answer questions I have about Intercom functionality and expected behavior. For example, confirming if Surveys are meant to keep appearing for users even after they;ve submitted it.

Fin benefits me by saving me time having to search for the answer myself, and I can ask follow-up questions or be easily routed to a human support agent if needed.

Fin by Intercom has been a game-changer for our CX org. It combines AI precision with real-time context to deliver instant, helpful answers, no long wait times, no bouncing between agents.

We’ve been able to automate a significant portion of inbound volume without sacrificing quality, thanks to Fin’s ability to interpret user intent and pull answers directly from our knowledge base.

Honestly, there’s nothing we dislike about Fin, it does exactly what it promises and it does it well.

If anything, we just want more of it. More triggers, more branching logic, deeper integrations, and more control over the handoff experience.

Fin is solving the classic support bottleneck: scaling high-quality, real-time help without growing headcount.

It handles a large share of our routine inbound volume, like balance lookups, deposit status and basic account questions with speed and accuracy.

By deflecting these repetitive inquiries, Fin reduces agent workload, cuts wait times and ensures users get instant answers 24/7.

Fin is remarkably easy to set up and customize. What stands out to me most is its flexibility, allowing me to tailor responses for specific questions and adjust the bot’s tone to match our brand’s personality.

The Fin guidance feature has been invaluable, as it enables me to personalize how Fin interacts with our users, ensuring each response feels thoughtful rather than generic. I also value how seamlessly Fin handles multiple languages. There’s no need to rewrite help articles, since it automatically translates and replies in the customer’s language using our existing English content.

Another major advantage is that Fin retrieves and grounds its answers using our Help Centre and support materials, which keeps responses accurate and consistent with our documentation. What’s especially helpful is that Fin deflects many of the routine, repetitive questions away from the support team, freeing them up to address more complex and urgent issues.

Implementing Fin in our workspace genuinely feels like nurturing a smart assistant that continually learns and improves. It’s always rewarding to see it impress customers by providing quick, sensible answers that make our support process smoother and more efficient.

For anyone looking to scale their support operations without sacrificing quality, Fin is an excellent option. It takes just minutes to set up, quickly learns from your existing help content, and communicates fluently in multiple languages. It’s a powerful partner that allows your team to focus on challenging problems while ensuring your customers receive fast, accurate support at any time.

At the moment, Fin cannot send screenshots from help articles, which would make responses even more visual and engaging. It is a small gap in an otherwise fantastic experience.

Fin helps us manage high support volumes by handling repetitive or straightforward customer questions automatically. It gives customers instant answers at any time, in multiple languages, without needing an agent’s intervention.

This has allowed our support team to focus on complex, high-value issues that require human judgment instead of spending time on routine queries. It has also improved response speed and consistency across regions, making our overall support experience faster, smarter, and more scalable.

I like that Fin is trained on our help desk articles, and can provide immediate troubleshooting to our customers.

At the moment I do not have anything I dislike about Fin.

Immediately screening and triaging our users' problems, so that a majority of the troubleshooting can be done quickly by Fin, which saves on time from our Human Support agents, who can utilize their focus on more complicated problems.

We have been using Intercom for 5+ years now, and FIN most frecuently in the last year. They really have been improving user and manager experience, adding more metrics and reports on how FIN has been performing. It is quite easy to implement, customer support is always a plus.

Could have more integrations, and cost is still a barrier for small business (high ticket).

FIN is helping us automatizate our customer support, tickets, etc. Mainly it has been helping a lot to free time from our team so that the initial and repetitive doubts is deal by FIN. It helped us a lot that all the information was already on our help center, that was very complete. Since FIN gets the information from that database, it was very quick an easy to implement. Now we are on the evaluation phase so that we can improve it and it´s resolution rate, that is currently around 67%. Overall it is a great tool to save time from the team, and Intercom is really investing on making it better every time.

Fin has managed around 70% of our support threads and has completely reduced the stress on our team. We love how Fin follows the guidance we set, and how it can easily review the information on our pre-made documentation. The vast integration options also look incredible - though we haven't tried them out yet, we look forward to enabling Fin to handle our billing requests through Stripe. This seems like an incredible way to further reduce stress on our team.

There isn't much I dislike about Fin. However, one thing is the "Does this help?" message which is sent after every response. While I acknowledge this is important for billing Fin usage through resolutions, there must be a better way to handle this - even if it was following up after a few minutes of no response (which I know is possible).

One problem that Fin solves for our company is the amount of unnecessary questions we get from our customers. Simple how-to questions used to be quite annoying - and we had a whole inbox for this. However, since we introduced Fin to our workspace, Fin has resolved almost all of our how-to inquiries, and forwarded the ones he was unable to resolve to the correct team inbox. This has highly reduced the stress on our team and increased our operational efficiency flow.

That my customers get an immediate response even when I'm not online. Also, it's super easy to use and to customize.

A small thing that bothers me is the lack of the option to give the customer a clearer office schedule for when a human agent will be available. It's too hidden IMO.

I'm the only support representative in the company, and we work EU hours, so Fin can cover for me when I'm offline and I get to the conversations in the day after that.

We recently started using Intercom, mainly because the Fin AI feature really stood out to us, that was the key reason we made the switch. I now use it every day, and the setup was simple and quick to integrate into our workflow. I really appreciate the proactive advice for Fin AI on how to improve responses so customers get better answers.

Previously, our users had to reach out via email for support, but now they can easily connect with us through the embedded chat, which has been a huge improvement.

The customer support team has also been excellent, always ready to guide me with best practices and suggestions to make Fin AI even more effective.

It would be helpful if the Fin AI guidance were a bit clearer. For example, in the support article or on the guidance page itself, a note could be added to explain that Fin AI can only apply one escalation guidance trigger per situation.

Fin by Intercom is helping us reduce the volume of support emails by giving customers instant answers through the embedded chat. Instead of waiting for a reply, users can get immediate help, and only escalate to our team when necessary. This saves us time, improves efficiency, and provides a smoother experience for our customers.

We have tons of help articles that we have written for our users. I like that Fin can take that information to assist our clients automatically. I also like that I can provided Fin with additional information without having to make public text. Set up was pretty easy as well.

I would like Fin to read the responses we manually send to users and apply that to some of the interaction Fin has when assistance from our staff isn't needed.

Fin assists with the high volume of customer tickets. Being able to assist users directly has been a game changer for us.