Nice interface, easy to use and implement, clear steps, and straightforward setup. You can clearly see all paths and steps in the instructions. After the AI instructions, you can connect other reusable bots and additional Intercom functionality (text, branches). You can write complex instructions, and they still remain clear and understandable.

Convenient attribute updates in tasks and smooth use of data connectors.

Overall, Fin handles article information very well, even with complicated customer questions, explaining and combining details from different articles effectively. For customer support, the multilingual functionality is especially valuable — one task can be used in multiple languages, which makes integration much easier and more efficient.

In integration with some workflows, there is a bug where Fin cannot interact with a “wait” step if it’s connected inside a bot.

Fin by Intercom helps respond to customers and resolve their inquiries more efficiently and promptly. It reduces the workload on the support team while enabling clients to get their issues resolved faster. Additionally, it simplifies supporting users across different regions with minimal scenarios, allowing a single task to be used in multiple regions.

When I needed support from Intercom I used Fin many times without ever having to talk to a human, responses were very helpful

somestimes I know a bot won't be able to help and I want to gostraight to a human

retention o fclient conversations

FIN is a fantastic tool for modern support teams. FIN helps our team by handling many conversations that allows teammates to work on other tasks. FIN resolves a majority of the conversations it is involved in, and it's easy to integrate a knowledge base or content library when using FIN. FIN is used every day in large volume for us. Additionally, I use Intercom's own FIN chatbot when I have questions about implementing FIN in my own support instance, and often times I find it to be quite helpful.

FIN can be a bit tricky to implement and I'm still learning how to optimize it's use in FIN Tasks and other areas. It may not handle highly personalized queries as well as general ones yet, either.

FIN helps us to solve a fundamental business problem which is scaling Customer Support for a growing business. As our customer base grows we need to be able to meet that demand from a support perspective without increasing headcount. FIN allows us to do this by acting as a first line of response and resolving the majority of the questions that it receives.

The workflow for Intercom is great. Being able to have a lot of different inboxes that are used daily to answer email. This makes it easy for many different departments like our support and promotions to work more closely with each other and the service for our customer support representatives are higher than ever.

As I have not been working very close with Fin it is difficult to say. We had some technical issues in the beginning with the workflow which made us be backlogged on work for a while but after a few days the issue was resolved. So perhaps it was a bit difficult to learn but in the end it was a massive improvement.

Fin helps us provide instant, AI-powered answers within our chat support, which reduces the number of questions that need to be handled by a human agent. For example, the auto translation tool is something we have recently implemented and is going to great use to help both the CSR's and the customers with their questions.

I like best about Fin by Intercom is how easy it is to get started and use on a daily basis. The setup was smooth and didn’t require much technical effort, which was a big plus. It integrates well with our existing tools and works right alongside our support team. The features are useful without being overwhelming, and it really helps lighten the load for agents. Customer support from Intercom has also been quick and helpful whenever we needed it.

Sometimes struggles with very niche or complex queries, especially if the content hasn’t been fine-tuned. It can occasionally give generic responses or miss context. Also, while it's improving fast, a bit more customization and deeper analytics would make it even better.

Fin by Intercom is helping solve the problem of handling high volumes of repetitive player queries. It quickly answers common questions about gameplay, account issues, and troubleshooting, which saves me a lot of time and lets me focus on more complex or sensitive player concerns. It keeps response times fast, improves player satisfaction, and reduces pressure during peak hours and making my job smoother and more manageable.

We recently switched from HubSpot to Intercom, and I can confidently say it’s been one of the best decisions we’ve made, and we’re only a few weeks in!

The Fin AI functionality is incredibly powerful: setting up workflows, integrations, and automations is quick, intuitive, and honestly kind of fun. The entire platform is thoughtfully designed to make life easier for support teams.

Customer support has been absolutely top-notch. Every question has been met with fast, helpful responses, which only reinforces how happy we are with our choice.

If you're on the fence about making the switch—just do it. You won’t regret it.

There hasn't been anything that I've encountered yet that I am not happy with.

Problems It’s Solving for Us:

Our previous chat tool often surfaced the wrong knowledge base articles, which left customers frustrated and confused. Intercom Fin AI is far more accurate in surfacing the right help content at the right time. Because of those incorrect responses, our team was constantly dealing with avoidable escalations. Our old system made setting up automations feel like a chore. With Intercom, building and iterating on workflows is quick and smooth, letting us move fast and keep improving.

Ultimately, bad automation led to poor customer experience. Intercom is helping us restore trust in chat support as a first line of help, not a last resort.

Fin answered swiftly and also moved me to a real human to solve the situation.

No downsides so far as everything has been seamless

Fin is solving customer queries and fueled wuth our guidance and edits, it has answered more on its own than ever before. It has benefited our efficiencies greatly.

As a team of only 2 full time User Support Providers for a user base of 70k+ users, Fin allowed us to cut down time spent on repetitive simple questions. Through just a few weeks of tweaking, we were able to get Fin to a 55%+ resolution rate, and a 75%+ involvement rate. Along with AI summaries, we are able to make our 2 person team work more like a 8-10 person team.

The ability to add links into snippets and articles, for Fin to be able to then send those links out to users is INCREDIBLY helpful for saving time and guiding users to helpful important funnels.

Conversation topics allow the company to get a bird's eye view of what are the most common reasons come through support, and which topics need more love in putting in knowledge for fin to be able to better resolve requests.

If you are not exhaustive in the information you give to Fin, it will often tell users it is unable to answer their question based on the available information. You HAVE to give Fin all the tools it needs to work well, and that may be a big ask, depending on the product you're providing support for.

We have a small support team that is overloaded with simple questions/things easily answerable from our help center articles. Fin is able to answer their questions correctly and in a friendly way without putting extra work out the team's plates.

Fin is impressively accurate and fast, it resolves a large percentage of common support queries instantly, freeing up our team for more complex issues. The natural language understanding is strong, and it's easy to train Fin using our help center articles. The ability to hand off to a human agent when needed ensures customers aren’t left hanging. It’s also surprisingly good at interpreting nuanced customer questions and following up with contextual suggestions.

The limitations become apparent with more complex, multi-step or highly specific queries. While Fin does a great job with FAQs and straightforward content, it sometimes gives generic or partial answers when the documentation isn't perfectly structured. The training process could be more intuitive, it's not always obvious how to improve Fin’s understanding or catch incorrect responses. Also, reporting could be more granular

Fin has helped us reduce the volume of repetitive, low-complexity support questions, especially those related to how-to guides, account setup, and basic troubleshooting.

Before Fin, our support team was spending a significant amount of time answering the same types of questions over and over. Now, Fin handles those automatically and instantly, which has led to shorter response times, improved customer satisfaction, and more bandwidth for our team to focus on high-impact, complex cases. It's also made our support more scalable without having to grow the team at the same pace as our user base.

Fin is easy to integrate/implement and work with.

A little expensive as compared to other customer support AIs

Fin is helping us reply to our customers very fast and give them the most accurate responses possible. It is also helping us save time and reduce manual processes.