ChatBot vs. Fin by Intercom

Most suited: Frequent duties can be automated. services can be improved by analyzing customer feedback. Load and Heavy tasks can be reduced. Less workforce is required. Less Suited: Specific product queries and their proper answers. When the user uses those words that are misspelled or have a long sentence it finds difficulty in giving them proper information.

Incentivized

Fin by Intercom is well-suited for handling basic questions, especially for smaller teams that don’t have the time or resources to fully train it. That said, it’s easy to see how much more powerful Fin could be with proper guidance, training, and well-developed content in place.

Incentivized

• Routing rules
• no code workflows
• UI/UX is excellent for a newbie to start on
• Their Chat support is very helpful

Incentivized

• Serves as the first point of interaction.
• Answers questions based on the knowledge base.
• Tries to suggest a solution for reported issues (in some cases).
• Gives the option to improve its answer.
• Learns from other conversations and replies by humans.
• Understands other languages.
• Interprets images (somewhat).

Incentivized

• Having enough conversational data to train the chatbot.
• Really understanding intent.
• Understanding emotion.

Incentivized

• Setting up workflows are not easy to do and have some limited scope
• Making repeated suggestions should be easier to contain
• It would be great if it could identify other tickets that may have similar issues or identify Linear or Jira tickets that may be relevant
• Prevent service agents from making duplicate customers of the same name or even close misspelled names - it makes for very dirty data
• Make suggestions for tagging conversations to rely less on the agents to do clean up

Incentivized

As long as budget is not an issue - we renewing this solution.

Incentivized

We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

Incentivized

Since I deployed this solution end to end for my organisation, I would speak from my experience that since I was a newbie to this platform I took ample support from their team, their training resources. However, the product's UI/UX was simply very intuitive that it helped me to get a lot of hand-on practice on the product well. This helped me with the timely deployment of this solution.

Incentivized

I think Intercom and Fin by Intercom AI is pretty intuitive and user-friendly. I think, touching on already mentioned topics, that Fin by Intercom AI could be a little more intuitive in conversations especially when allowing customers to be routed to a person. Also, have to be honest, the search features (e.g. Inbox searches) and reports could be made more intuitive. Also, while I appreciate how fast Intercom changes, I have found that sometimes options or feature just move or change without warning. This can make things a little confusing if you get used to a particular way of working or using a feature.

Incentivized

always there

Incentivized

works perfect

Incentivized

Full end-to-end support is critical to maintain the ongoing service, robustness, training and customer service Chatbot offers.

Incentivized

Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.

Incentivized

Easy to know the learning path

Incentivized

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

ChatBot is more stable and enhanced as compared to other rivals which are new in this segment and also provides a lot of details which is missing in other products like report etc. Also, chatBot is more commonly used so support wise it is also great and you can find multiple examples on the internet and from your peers as well.

Incentivized

We initially used Dixa Mim Bot, which is a far inferior chatbot and AI system. It felt like they were behind the curve compared to Intercom, with slow progress and little investment in the future of the Bot. It was very basic in its capabilities and needed more Dev support to manage.

Incentivized

• Connecting to DB.
• Customizable dashboards.
• Automated reporting.

Incentivized

• With Fin, we achieved higher customer satisfaction and faster response times.
• It saves time for our support team, allowing them to focus on more complex questions or issues.
• It provides the opportunity for support staff to work at a more strategic level.

Incentivized