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 helped 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.

Fin has been serving us well on our customer support team, being able to resolve over 50% of inquiries that come through the chat. It has been a life saver in decreasing the volume of tickets that get passed off to a human agent.

Fin does require a good amount of upkeep and maintenance. We are always editing and feeding new content into Fin, but that is to be expected when training AI!

Pretty much all general inquiries and questions customers have along with the occasional complex questions that require a bit more clarification before providing an answer. It's been able to provide troubleshooting steps as well.

The ease of use but also the impact you can make with the tool. Within a couple hours you've got a setup and from that moment on its clear how to improve and hit high resolution rates on your conversations.

I think in this moment of time its one of the best AI customer services tools out there, but there are always things to improve. For one I'd say that all AI analysis should be multilingual and it would be nice if tasks launched by FIN would be more easy to connect with our data warehouse, currently its all API but if this is easier it speeds up the process.

Scaling our business and customer interactions with high quality support without having to invest in a bigger support team.

Fin is super easy to set up and use with our website. Fin learns quickly. Intercom really outdid themselves when creating this bot. I have seen quite a few other CS bots out there and none compare to Fin. Intercom, in general, has been easy to set up and use with our website. It is giving our sales team more time to work with customers directly to bring in more accounts. It is allowing our customer service to focus more on customers who need our dedicated time. We experience less issues with emails being filtered to spam using Intercom versus our past software options.

Shortcut key options, sometimes it is way too easy to accidentally hit the wrong key combo and close a chat. Sometimes the chat app doesn't work well with other apps. I wish we could use the new CX score without having to use Fin constantly. There isn't a way to dispute a Fin resolution, so if a customer is frustrated and abandons the chat, it can still be counted as a resolution we are charged for.

Resolving a lot of basic questions quickly so our team has more time for more important assistance needs.