Fin is an AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale.
$0.99
one-time fee per outcome
Luma
Score 9.9 out of 10
N/A
Serviceaide headquartered in San Jose offers Luma, an AI virtual assistant designed for customer support.
N/A
Pricing
Fin
Luma
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per outcome
Copilot add-on
$35
per month per user
Pro add-on
$99
per month For analysis of 1,000 conversations
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin outcome
per month per seat
No answers on this topic
Offerings
Pricing Offerings
Fin
Luma
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Fin comes with a 90-day money-back guarantee. Here's how it works:
Intercom states that users who sign up for the Fin Guarantee Success Program and do not achieve at least a resolution rate of 65% will be paid $1M. This program is designed for high volume customers.
Eligibility criteria:
High volume customers (over 250k monthly conversions) in North America and Europe. Intercom states that phase one of this program will admit customers on Intercom Helpdesk or Zendesk.
Fin is well-suited to most use cases as long as it is trained accordingly. With a robust, well-designed knowledge base, Fin can extrapolate information from help articles and provide detailed instructions to an end user without simply sending a link to the article without context. In my experience, Fin is best suited to standard support requests. As the product becomes more complex and product types change, Fin seems less successful at accurately supporting those requests. It is best to maintain Fin's knowledge sources continuously.
I can fast chat, share files, share screens, present, and collaborate on any work through a streamlined interface. it is very easy to use and accessible worldwide for meetings despite long distances between users, You can use it to meet people virtually using video and audio, making it easy to connect with people across borders. It saves a lot of time and is effective for both discussion and work meetings.
It provides quick replies to the customer with chat it has AI which determines and replies to frequently asked questions.
Without stating the whole sentence it understands what the user is going to express it helps to get a better approach in terms of communication stability.
The best part is effective and satisfactory support given by he service owners.
It seems some users really struggle to figure out how to escalate to a human (especially through email).
Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.
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.
Much improved and improving feature set, but overall navigation of the interface and platform is cumbersome. While it's worthwhile to continue building out new functionality and features, there should be some effort to make overall usage more intuitive. Becoming an admin requires either months of daily usage or more complex training.
I can get help by asking Fin questions about itself. It answers accurately, citing its own Help Center resources with visuals. It can reason and dialogue well. But when it comes to getting human support for Fin, it is not as quick. It can sometimes take a few days. They are polite and well-meaning. Some things aren't their fault (product limitations), but there was one occasion where something took a long time to resolve with lots of back and forth but it was I who found out the error in the end that they missed, so they didn't really help resolve it.
Our previous support platform didn't offer an AI agent (they used it internally for their own tickets, but there were delays with shipping it to their users, i.e., us, so we migrated to Intercom). Our colleagues from different brands within our own company demoed a different chat-only tool, but it looked much less impressive than what Fin offered, so we haven't considered it either.
New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
Enabling Fin has also reduced our response time and allowed us to meet SLA's.
It is a somewhat complex tool to use where the learning curve can be high, but in the long run, customer service agents feel that the work is lighter. They are able to attend and prioritize customer calls making all customers feel satisfied with our services.
The purchase of this software is an investment that is undoubtedly worthwhile because, in the medium and long term, the sales department will work better and will be much more productive.
