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!<br><br>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.<br><br>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.<br><br>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:<br><br>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.<br><br>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 with 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.

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.