G2

Moritz H.

AI Operations Engineer

Small-Business (50 or fewer emp.)

10/26/2026

"Seamless AI Integration and Rapid Feature Releases that Keep Getting Better"

4.5/5

What do you like best about Fin?

The seamless AI integration is truly incredibly exciting – especially the fact that the tool learns from its own product and can process, review, and so on, information from customer tickets to continuously improve. The release cycle in which new features come is also super cool. You clearly feel that a lot of work is being done: new things are constantly being added, and points that are criticized are often addressed with the next update. You really can't complain about that. Review collected by and hosted on G2.com.

What do you dislike about Fin?

Especially with the evaluations, when you look at the reports, how Finn rates himself: There are these percentage scores with which he evaluates himself. And I often find that there is still a lot to be desired. That's why I built my own tool to use as a kind of health check for Finn.

I must say: With the article recommendations he generates, his self-assessment, and also how he categorizes customer feedback, many things still don't work. The fact that he really recognizes documentation gaps and makes concrete suggestions about what is still missing doesn't work for us. Sometimes he strings together various buzzwords and ends up generating an article that doesn't really make sense.

It may also be that we have a rather special use case: We don't sell anything, we are a software company, and I manage the Help Center. It's about making it clear to customers how our software works and how to best use it, and providing support for that. Maybe it's because of this use case that it doesn't work one hundred percent yet. Nevertheless, this is an aspect of Finn that still leaves a lot to be desired for me. Review collected by and hosted on G2.com.

What problems is Fin solving and how is that benefiting you?

Our biggest problem that Finn currently solves for us is the huge flood of questions where customers are simply too lazy to read for themselves. It often involves information that is actually easy to find in the Help Center, but many think: "No, nobody reads anymore" — and then prefer to use the chat. Alternatively, we are currently testing automatic emails.

Specifically, this means: When starter customers ask us a very self-explanatory question, the AI can answer it directly. Without delay, completely uncomplicated. And then potentially — this is just starting — it asks follow-up questions if it is unsure. I find this feature really strong because the AI continues to learn from it and at the same time doesn't make false statements when it is unsure.

On the support side, you can also see what automations the AI offers: workflows, tags, and various mailboxes. What is possible in detail is not really my area, because I am not a support agent. Nevertheless, I get a good sense of what has improved compared to Zendesk, which we used before. And for me, it is simply better and significantly more future-oriented in every respect. Review collected by and hosted on G2.com.