Fin by Intercom vs. Luma

Fin is great for using for first line support. We use Fin for conversations where customers have a standard question, and Fin is able to pull from our content to answer this accurately and go above and beyond to include some basic problem solving. This really helps us free up our Support Team's time for more complex queries. Fin isn't appropriate for us on technical issues or conversations which require human support. We've had to remove Fin from interacting on these conversations as customers were becoming frustrated with speaking to AI, or having Fin be unable to problem solve. However, this was easy to set up through Intercom, and now customers with complex questions/situations or bugs/technical issues do not engage with Fin and Fin only handles suitable conversations.

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.

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

• 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.

Incentivized

• 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.

• more accessibility
• mprovement in the Spanish language
• a friendlier system

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

From an administration standpoint, Fin is very easy to set up, train, and test. Having the ability to impersonate a user in our system to see how Fin responds is huge. It lets you test several situations and throw curveballs at it (as customers will) without the risk of setting Fin live and wondering what will happen. It's also easy to fine-tune. Some chatbots you can never quite get right without spending hours on, but Fin usually takes a few minutes to dial it in. From a customer standpoint, Fin couldn't be easier to engage with. We tell customers up front it's an AI bot and they're wow'd with the experience

Incentivized

always there

Incentivized

works perfect

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

We only used the free live chat version from HubSpot, so Intercom is yards better! If I were just comparing an actual live chat between the two tools, HubSpot was often clunky and delayed, and it was hard to find past conversation information

Incentivized

1. Cheaper 2. More user friendly for both the organisers and attendees 3. Better design

Incentivized

• 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.

Incentivized

• 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.

Incentivized