Fin has shown the ability to deflect over 65% of our tickets from our Customer support team. It is easy to use, and creating help articles and content for Fin is simple. Having the ability to receive suggestions for missing content has been a game-changer in developing training content for Fin.

Sometimes I experience glitches when creating snippets for Fin, and the system doesn't save them. I also believe the tone could be improved to be more flexible and aligned with the company's voice. Training Fin more in-depth to follow the company's tone or brand style would be very beneficial.

Fin now deflects around 70% of our tickets, benefiting our support team members by preventing them from being overwhelmed. This gives them more free time to investigate tickets that require deeper attention. Fin manages to deflect simple informational questions while maintaining a great overall CSAT score.

Fin is the best AI agent I've worked with for support. I really enjoy the multiple ways to feed it knowledge depending on your goals.

You have snippets which are private help center articles for more detailed knowledge.

Then there is Guidance which lets you control tone or how to handle certain situations.

After a few tutorials from Intercom. it is easy to start training Fin. And before we had even switched over to the SDK in our app, it was super easy to add to our existing website to start offering chat support.

Fin now responds to 90% of incoming emails and chats, and solves over 50% of CS tickets without a human intervening. Our CSAT scores went from 50% to 80% after a month of using Fin.

Just like any AI is still takes awhile to train Fin to answer like you need and while you can test it offline, you'll never really know until dealing with actual customers. You'll learn quickly how you need to phrase your articles/training to get the replies you need.

To take over a live chat from Fin you have to respond to the user first. Which can put you into a race with the AI if you don't want it to interfere if you catch a new chat coming in. This usually results in a rushed message to the customer,or worst a double message from AI and human.

Our CS department is a one-person/part-time role so it helps us still keep up with volume and reduces the time spent by human support answering easy and repetitive questions. Fin is also able to be there 24/7 and allows us to have weekend support.

We are using FIN with absolutely no active Support Agents, there's no-one on our end, so there are multiple reasons why we love it:

1. Having an All-In-One solution for Order Data Management, Customer Inquiries, User Manuals, Software Downloads, DoC Documents, Warranty Process AND Service Center data is more than we have hoped for.

2. We're receiving 70% less tickets every day just because FIN is doing all the hard work for us and for our customers, and we aim a 90% deflection for the end of 2025.

3. It's easy to set-up and pretty intuitive, considering the UI. Since adoption, further updates made it even easier to set-up or develop further the solutions for our customers specific needs.

4. The wide App integration and deployment system is very helpful. We always have more than one way of doing things, and that's very helpful when budgets are a key point.

Fortunately, there is nothing to complain about. While our Multilingual workflows are not flawless, we do understand that this is a BETA, so there are no complaints here.

We're a TV manufacturer so our biggest volume of questions come from users that are not reading the User Manual.

FIN reads the manual for them and gives our customers a short version of how to fix their issue.

We have been using Fin, Intercom's conversational AI, for several months in our chatbot, and the results are very positive.

One of the major strengths is the ease of implementation: activation and initial configuration are done quickly, without the need for complex development. Moreover, the integration with our existing Intercom environment was smooth, allowing us to be operational in record time.

In terms of usage, Fin stands out for its ease of use on a daily basis, both for customers and for our team. It effectively relies on our knowledge base to provide accurate answers, which allows us to use it frequently to handle simple and recurring requests.

The number of features offered is also appreciable: intelligent intent detection, redirection to a human agent if needed, performance reporting, etc. This allows us to continuously refine our approach to automated support.

Finally, a word on Intercom's customer service, which remains very responsive and attentive. For every question or adjustment, we received quick and relevant support.

In summary, Fin is an excellent complement to our support strategy, combining AI, efficiency, and simplicity.

It can be difficult to predict exactly what AI will respond in certain cases,

Therefore, it is necessary to monitor and adjust regularly.

Fin by Intercom helps us meet a key need: providing instant and relevant answers to our customers regarding the use of our e-learning platform.

Our users frequently ask questions about:

- Creating or modifying training courses,

- Accessing content,

- Tracking learners,

- Interpreting performance indicators,

- And more broadly, business use cases (onboarding, continuous training, skill development, etc.).

Fin automatically answers these common questions by relying on our knowledge base. This allows us to:

Ensure 24/7 support without constant mobilization of our team,

Reduce the volume of manual tickets,

And speed up the resolution of simple requests.

In addition to relieving our customer service, it offers a smooth and autonomous experience to our users, who quickly find answers without waiting.

The benefit is twofold:

- On the customer side, quick access to information and better adoption of the platform.

- On the team side, a significant time saving to focus on higher value-added requests.

It gives you real answers, it doesn't seem like your typical AI automated responses.

It's very helpful. It provides all the help you need at an instant, and you can use it while on a call.

I think that if you are not specific enough, you could fall into a rabbit hole with Fin.

being able to ask questions on how to create tabs, workspaces, etc. How they function and how to apply it to my day to day.

Seamless setup, and ability to handle complex customer queries. I love it provides real-time suggestions and summaries.

occasional hallucinations in responses, and a lack of transparency in how Fin chooses or prioritizes knowledge base content.

Answering informative queries,

Fin is fast and has a 60% resolution rate for the questions it answers. It's easy to train and continue to improve its performance.

Not cheap at a dollar per resolution but the good thing is we won't get charged if a human is involved.

Fin has single-handedly help us double our growth. We have doubled our support query volume in 2025 compared to 2024 but we still manage to keep our team small.

Fin is extremely reliable, I find we rarely have to deal with hallucinations,

Most of all the options to mix Fin with AI automation within the workflows allows us to be extremely flexible with what we build out in the platform

Nothing. The only issues we ever run into with Fin come from a result of Betas we choose to be a part of, and happily take on that risk of errors when we do so.

Extremely effective and easy customer service where Fin can carry out the quick and easy questions, and only leave the extremely complex, new or Human-task-required issues

How Fin is basically another agent. Easy to train, easy to guide, easy to implement, even without developer or technical assistance. Intercom's Help Center - powered by Fin, has helped us a lot with the implementation. So far, we've only migrated three channels and it's resolving nearly 60% of our conversations (old CRM + Intercom). The customer support team has been amazing as well, they provide fantastic assistance and are very responsive.

Nothing that I've come across yet. The learning curve of implementing Intercom ourselves could be quite frustrating at times, but the help center articles and chatting with Fin and the Human agents really helps out a lot.

Fin has enabled us to support our team with the rapid increase of our support ticket volume. This has also enabled us to explore other career pathways for everyone in the team.

In a world of AI slop, Intercom leverages LLMs in a very well considered and effective way to create a genuinely impactful and game changing product. They are constantly improving Fin to take advantage of a rapidly changing world of AI. It's very easy to use and setup, to a point where anyone will be able to get immediate value from it.

There aren't many downsides to the product itself. The billing structure, being calculated on conversation resolutions, is quite expensive relative to the cost of actual compute required for each conversation. But the value is still great when compared to traditional customer support processes, and I'm very happy with the rate at which the product is evolving and improving.

Fin is very effective and dealing with repeat conversations. Obviously it can handle all the most mundane customer requests, but our business also deals with a lot of niche and complex requests, and I've been impressed with how well Fin can deal with nuance. For us, it has allowed our team to focus on other more important tasks.