Fin by Intercom Reviews & Product Details

I really love the accuracy of Fin by Intercom. I've used several answer bots before, and all of them claim to be pretty good, but Fin really feels more conversational. It's really giving a higher quality answer and not just dumping out sections of help articles that users could have read themselves. We've seen great deflection numbers with Fin, handling most of our tier one issues like easy login and account settings so customers don't need to contact us. The setup couldn't have been smoother; it was just fantastic. We're still configuring Fin, but the experience so far has been really great. Review collected by and hosted on G2.com.

Sometimes, Fin doesn't understand queries, which is usually fine, but the handoff process could be smoother. This issue is very minor. Review collected by and hosted on G2.com.

What I like best so far is the promise of accurate, natural responses that are grounded in our content. I also like its ease of integration, Review collected by and hosted on G2.com.

The main challenge so far is that Fin AI's effectiveness depends heavily on how well structured and complete our knowledge base is , which requires upfront preparation than expected. Review collected by and hosted on G2.com.

We have been using Intercom for 5+ years now, and FIN most frecuently 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. Review collected by and hosted on G2.com.

Could have more integrations, and cost is still a barrier for small business (high ticket). Review collected by and hosted on G2.com.

I like that Fin by Intercom is easy to train and has excellent tools for doing so. I also appreciate the ability to see knowledge gaps, statistics on the most discussed topics, and having access to related live chats, which greatly facilitates the work. Additionally, it reduces the response time of human agents and helps to balance the customer service workload of the agent team. Its initial setup was relatively easy. Review collected by and hosted on G2.com.

Focus on resolution and not on consistency. You could find a mechanism to make 'Assumed Resolutions' clearer, sometimes the client simply leaves the chat and it is marked as 'Assumed Resolution', but it is not really known if it was resolved or not. Review collected by and hosted on G2.com.

fin by intercom has a 7-phase process, and it's a AI agent that beats many common AI agents used currently Review collected by and hosted on G2.com.

the software takes to be needed to be trained before using efficiently. And the fact that you have pay 0.99 dollars for each resolution, and doesn't assure that the problem is solved Review collected by and hosted on G2.com.

I find Fin surprisingly helpful and pretty accurate. I feel like I get quality responses without having to bother a human. I can even see it refreshing when it notices errors or mistakes in it's replies. Fin is very kind and friendly as well, which makes for a pleasant user experience (even though I know it's a chatbot, it's still nice). Review collected by and hosted on G2.com.

Sometimes I have to ask things or phrase things in very specific ways to get the replies I need. It's not as nuanced as human support.

Sometimes Fin shared information about outdated functionality or deprecated features. If I notice and call it out - Fin will apologize and update its replies, but it does make me want to verify with a human for critical or complex issues. Review collected by and hosted on G2.com.

I appreciate that Fin by Intercom has a very good understanding of questions from our customers, providing prompt and short guides when needed. What I also like is that we can set the topics that Fin should not reply to, in that case, Fin would just say that it will redirect our customers to human support. Our Fin has also very customized tones that matches with our team value :) Review collected by and hosted on G2.com.

For more advanced questions, Fin sometimes improvises too much. It'd be great to set boundaries for when Fin should just not elaborate and should suggest connecting customers with human support. Also, it's currently not possible for Fin to provide guides with screenshots, and it'd be really helpful to have this function. When our team started to try more advanced features like workflows and auto follow-ups, it sometimes got hard to understand how things work. Review collected by and hosted on G2.com.

We are a small customer support team and handle a large volume of incoming queries. At the same time, during BFCM, we have a lot of migrations to manage. Being on chat constantly isn’t feasible for us, and that’s where Fin came in super handy. It cleared a huge chunk of our chats, solved issues efficiently, helped us maintain CSAT, and gave us more time to focus on migrations while improving the overall user experience. Review collected by and hosted on G2.com.

The one thing I don’t like about Fin is that it doesn’t handle queries in a Q&A or questionnaire style format. Currently, it mostly just matches a catchphrase and sends out an article as the answer. Ideally, we’d want Fin to ask follow-up questions and provide more guided responses. This might be something we can improve through guidance, but for now, this is a limitation I’ve noticed Review collected by and hosted on G2.com.

I like how Fin by Intercom saves us time and helps keep customer conversations organized in one place. The Content and Guidance docs are particularly valuable because they are detailed and organized, making it easy to fine-tune our interactions and improve precision. Review collected by and hosted on G2.com.

Sometimes it is hard to know where to change something in order to make Fin respond better for future conversations. When I see how Fin responds, I sometimes see something I don't like about the response and want to improve it, but I don't know exactly where I need to make that change. It took a bit of time to understand where the moving parts were and how to really deploy it. Review collected by and hosted on G2.com.

I like that we can update Fin by Intercom as we go, and it uses our human support as a database along with all of our articles. When an update happens to our software, we can update Fin on the go. Our human support provides the backbone for harder-to-answer questions. The initial setup of Fin by Intercom was very easy, and one of my teammates now optimizes Fin. Review collected by and hosted on G2.com.

I think Fin by Intercom could improve on redirecting customers to human support more quickly, especially if the system starts going in circles. Review collected by and hosted on G2.com.