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
Guru
Score 9.4 out of 10
N/A
Guru is a knowledge platform designed to serve as what the vendor describes as an AI source of truth for enterprises. It connects information from tools like Slack, Teams, Google Workspace, Salesforce, and other systems into one governed, permission-aware knowledge layer. Guru delivers cited AI answers, chat, and research directly within existing workflows, to enable employees and AI assistants to access verified knowledge securely and efficiently. The platform combines…
$25
per month per user
Pricing
Fin
Guru
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
Team
$25
per month per user
AI Source of Truth Platform
Custom
Offerings
Pricing Offerings
Fin
Guru
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
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.
Guru provides a tailored platform and expertise package based on an organization’s scale, knowledge complexity, and AI maturity.
Each engagement includes the full AI Source of Truth platform along with implementation guidance, knowledge architecture design, and ongoing optimization. Pricing is customized to ensure the right fit for enterprise systems, governance requirements, and AI initiatives.
Best suited for mid-market and enterprise organizations.
A prospect lands on my site to ask about building profile sizes, wind/snow ratings, installation timelines, or warranty coverage. What Fin does well is deliver instant, consistent answers, pull from approved specs and positioning, and keep the conversation moving without human involvement.
The scenarios where I have to look for a step-by-step guide to attend to customer needs, and going through the FAQ and internal guide will waste productive time and also affect customer experience due to time constraints. Guru helped to reduce the time spent searching for the information needed,, and the suggestions were apt and direct to the work needed.
Easy to learn. Anyone can make cards and use the AI to make them professional.
Answer questions about my business, essentially a wiki for everything we do.
The research mode is amazing. Full reports on various types of information including some rather complex topics. Complete with citations of where the information came from.
Admins can manage a hierarchy to keep information secure and available to the correct people.
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.
I rated Guru a 9 out of 10 for renewal likelihood because it has significantly enhanced our processes and customer satisfaction in the automotive rental company. Guru’s user-friendly interface and organized knowledge base make it easy to access and update essential information, which is crucial for maintaining high operational standards. The tool’s integration with other platforms, like the Guru Chrome extension, streamlines our workflow, increasing efficiency and productivity. One of the standout features is the ability to favorite cards, allowing quick access to frequently used information, which saves time and ensures accuracy in customer interactions. Additionally, Guru’s analytics feature helps us identify which resources need updating, ensuring our knowledge base remains relevant and effective. The only reason it’s not a perfect 10 is occasional slow performance and occasional inaccuracies in search results. However, these minor issues do not overshadow the overall benefits Guru provides. Its consistent updates and reminders further enhance our ability to deliver excellent customer support, making it an indispensable tool for our team.
The platform is overall clear and intuitive. As with any new platform, there's a learning curve, but that wasn't an issue for our team (and it shouldn't be an issue for others). Fin options are scattered across several submenus, and I'd like them grouped together, but I also like having all those training-related tabs open at all times, so it's not much of a real issue for me.
What am I looking for from the partners that I'm working with? To be supported on my role in order to succeed, and Guru does that. It supported me to easily set it up, easily integrate with multiple sources based on my needs, and an easy launch, such an easy rollout that I didn't need to even beta test it or have a soft launch. I went directly with a full launch, which saved me a lot of time also and saved time across teams. I'm internally advocating for how useful it is across the teams to find very quick answers to very complex questions
Highly reliable day‑to‑dayGuru is consistently available when I need it. The platform loads quickly, search works reliably, and I rarely experience downtime or slow performance. It’s dependable enough that teams can trust it as a daily source of truth. Minimal unplanned outages or errors. In my experience, unplanned outages or errors are extremely rare. Even during high‑usage periods or heavy workflows, Guru remains stable and responsive.
Pages load quickly and consistently. Guru’s interface is lightweight, so cards, boards, and search results load fast with very little lag. Even when navigating between collections or opening larger cards, performance stays smooth and reliable. Integrations perform well without slowing systems down. Using Guru through the browser extension or Slack integration doesn’t noticeably impact performance. Cards surface quickly, and interacting with the integrations feels just as smooth as using Guru directly.
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.
The support has been wonderful - probably one of the best things about Guru. We have a Slack channel where we can reach out and interact with our Guru CSM, and she is extremely responsive. Even if the solution isn't always easy, she provides all the necessary steps and options clearly.
I would rate the in-person training for Guru a solid 9 out of 10. The session was incredibly valuable as it provided comprehensive insights into using Guru effectively. I learned a lot about the tool's functionalities, which significantly enhanced my proficiency and confidence in utilizing Guru for my daily tasks. The training was engaging, informative, and tailored well to ensure I could apply what I learned immediately. Overall, it was a highly productive and beneficial learning experience.
The online, on-demand training available was very good. I do wish we had done live online training as an org so that everyone had the same opportunity to learn the value and best practices. I completed the online, on-demand trainings personally, then turned around and taught the org, but I wish I had let the Guru experts do the heavy lifting for me!
You will need a very strong team of guru champions in order to get EVERYONE and EVERYTHING on Guru, it takes some craziness and over talking about guru everywhere to get people to be exicted, contribute and use. If you are starting any kind of buisness and you need KB, just go for guru as fast as you can because when you will grow you will thank yourself.
There are so many AI platforms available, and you could theoretically build a system using the available AI API's from any of the big platforms. However, I dont think it's as easy as this. Intercom is deliberately built for customer service, the features they are releasing a based on providing the best customer experience. If we were to build this ourselves or to use another platform we would be taking on the upkeep, using Fin is just much simpler as it's also our chosen ticketing platform so anything that Fin is not able to answer yet and escalated directly to our team with no extra effort required from our side.
The platform is unique, comprehensive, and uses AI. These are standout features. I also like the verification process and the ability to search from anywhere or on any browser. Guru enhances productivity and knowledge transfer when someone leaves an organization. Guru's interface is very user-friendly and can be trained quickly with new hires.
Guru is somewhat expensive compared to what our org is typically willing to spend on software solutions. Additionally, there is a price difference per seat when paid monthly versus annually, which was a big downside for us as my company didn't want to commit to an annual cost.
Easily deployable across multiple teams and departmentsGuru is designed to scale horizontally across an organization. As teams grow, it’s simple to create new Collections, Boards, and permission sets without disrupting existing structures. This allows each department to manage its own knowledge while still contributing to a unified source of truth
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.
Guru allows our team to quickly reference available learning/knowledge materials with our clients on a daily basis and provide better support at every outreach
With that said, spreading those same resources across two major global teams in the USA and Germany can lead to some inconsistencies. The i-frame process is not very intuitive for this scenario and our team treats policy/procedural differences as separate card or article entities.
Guru allowed our organization to pioneer and establish a dedicated knowledge team component, of subject matter experts who work in tangent with existing resources, create new ones, and vet collective knowledge.
