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 frequently 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 automate 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 are dealt with by FIN. It helped us a lot that all the information was already on our help center, which was very complete. Since FIN gets the information from that database, it was very quick and easy to implement. Now we are in the evaluation phase so that we can improve it and its resolution rate, which is currently around 67%. Overall it is a great tool to save time for the team, and Intercom is really investing in 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.<br><br>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.<br><br>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 provide 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.

The best part of FIN is that we were already using Intercom, which has been a real success for us and at a rapid pace. It was very easy to set up, as we had the proper documentation and repository options for training the AI, which was straightforward. Also, the Fin team at Intercom has really developed many features. The one aspect I like most about FIN is the guidance section, where you set guidelines for Fin, and it’s very simple. I believe Fin has been designed exceptionally well for a chat tool like Intercom, and it integrated seamlessly with our existing environment. This allowed us to assess everything, implement, and go live within a month. I think even that might be a bit ambitious, but I just wanted to be cautious and say it was around 30 days.

One thing about Fin that I can say is the most disliked aspect for us is the assumption of resolved cases. What I mean by that is, let's say a customer asks a question and does not come back to confirm that the answer is correct, which often results in a number of responses. Fin then takes it as a confirmed case or a resolved chat, which I believe is a little problematic because we can't truly assess all the chats in this category as resolved. It takes us some time to review these chats. Although they provide an option to filter these, it would be much better if we could send a couple of follow-ups and then close the case. I think if that process is implemented, it would help address this issue.

FIN is helping us to reduce head count in the support team by at least 50% and also it also allows us to be available for support 24/7.

Fin is easy to use and manage. We love how Fin does about 30% of our work. He has more knowledge than all but one of our team members and maybe not even him. We love the amount of information we can find in intercom on how it's performing. We love Fin suggests new content and shows us where our content is lacking. We are currently working with fin-first for our incoming e-mails and are hoping to implement fin-first workflows for all our incoming conversations soon.

Sometimes he leads customers in a loop of answering or requesting more information. Also in very rare occasions Fin infers information that is not true and gives it to our customers.

We always have a staff shortage on our helpdesk. We have vacancies, but it's difficult to fill them. Now Fin does a lot of the work, the workload is manageable for the team and it also gives us time to work on sideproject to drive the business forward.

I think for an AI bot it learns very quickly and has seemed to be very accurate for the most part in our company - it's saved us lots and lots of hours, so thank you!

Sometimes some of the rules you add for Fin to take certain actions when speaking to a customer can be a bit delayed, or not quite right, but this is to be expected!

It's saving us lots of time! It takes about 50% of our customer conversations now, so it frees up time for us to spend on the higher impact things