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Fin

Score8.8 out of 10

1,070 Reviews and Ratings

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What is Fin?

Fin is an AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale.

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Categories & Use Cases

Media

Screenshot of the interface to customize Fin's tone of voice, teach it support knowledge and policies, and configure how it handles complex tasks in over 45 languages.
Screenshot of Fin handling a complex query. Fin can securely retrieve data and take action in external systems like Shopify, Stripe, and Salesforce.
Screenshot of Fin works across phone, email, chat, Slack, and more so every customer receives accurate, personalized responses, wherever they reach out.
Screenshot of some procedures to train Fin to handle queries with multiple steps, business logic and third-party systems from start to finish. Natural language instructions can be combined with deterministic controls to create powerful Procedures that follow exact rules when needed.
Screenshot of the dashboard to monitor and evaluate quality against standards across both Fin and human conversations.
Screenshot of the dashboard to monitor, analyze, and optimize Fin by spotting trends, filling content gaps, and fixing quality issues topic by topic.

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Screenshot of the interface to customize Fin's tone of voice, teach it support knowledge and policies, and configure how it handles complex tasks in over 45 languages.

Who Buys & Uses Fin

Fin Reviews

What users are saying about Fin.
View all Fin reviews

Pros

  • Effectively answers common, basic, and repetitive customer inquiries.
  • Synthesizes information from knowledge bases for quick, accurate responses.
  • Intelligently escalates complex issues to human agents with context.

Cons

  • Occasional inaccuracies or "hallucinations" in AI responses.
  • Challenges with seamless and reliable escalation to human agents.
  • Limited reporting and analytics capabilities.

Fin enables top of the line Support gurus.

Zakkery RomeView profile
Technical Support Specialist in Engineering at Ingage (11-50 employees employees)

Use Cases and Deployment Scope

We utilize Fin for Service, acting as a secondary support agent for low-level requests. Fin also acts as our off-hours agent. We are a smaller organization with a 1 person support team, supporting a book of business of well over 1,000 clients. Fin allows us to scale our support environment without bloating our support team. The human agent can devote more time to high-level, high-friction cases since Fin has taken ownership of simple support requests. Fin also fills the gaps in our business hours to ensure there is always support available for our customers 24/7.

Pros

  • Ticket response.
  • Knowledge base utilization.
  • Adherence to structured automations and workflows.
  • Easy to train.

Cons

  • I would like to see the Recommendations feature in Fin not be locked behind a Pro subscription. Simple article recommendations would greatly assist our day-to-day operations as we continue to manage and update our Knowledge Base.

Return on Investment

  • Greater CSAT.
  • Reduced response and resolution times.
  • New role opportunity (Support Admin, AI Specialist).

Usability

Alternatives Considered

HubSpot CRM

Other Software Used

Slack, Notion, Anthropic Claude

Fin - One of the best Agentic AIs for Support.

Brian StingaView profile
Manager, Technical Services in Information Technology at MongoDB (5001-10,000 employees employees)

Use Cases and Deployment Scope

We leverage Fin as part of our free chat support for our Atlas product. In addition to human support agents, we rely on Fin to help deflect and answer simpler questions around billing, account issues, cluster setup/configuration, and general product issues.

Pros

  • Responds quickly.
  • Easy to configure knowledge content.
  • Easy to set up workflows and logic.

Cons

  • Training ability has improved, but still not intuitive.
  • Too much content causes more hallucinations.

Return on Investment

  • Reduced initial response times.
  • Reduced need for human head count.

Usability

Alternatives Considered

Ada and Talkdesk

Other Software Used

Salesforce Lightning Components & Developer Experience, Atlassian Jira, Glean AI, Gemini

A Must Have in your business

Incentivized
Ricardo Manrique
Customer Success Manager in Customer Service at Sunwise (11-50 employees employees)

Use Cases and Deployment Scope

We use Intercom mainly for customer support, we used to dedicate a lot of time answering basic questions but thanks to Intercom's Fin we can give more efficient answers to our clients specially for advanced questions. We also use the help center so our clients and Intercom's Fin can find the answers more easily.

Pros

  • Managing the Help Center
  • Intercom's Fin, the AI bot to answer basic questions of our product
  • The inbox chat

Cons

  • When we rename a section or module of our software, it's somewhat difficult to train Intercom's Fin and update all the knowledge base and our manuals, nowadays it need to be updated manually.
  • I want to be able to have prompt box so i can instruct Intercom's Fin on some answers, like giving him feedback.
  • I Want the AI to be able to read images, our clients send a lot of screenshots in their questions.

Return on Investment

  • We have a better resolution time (almost reduced to a half o what we had before Intercom)
  • We have a better help center, more organised and clean
  • We save a lot of time with the workflows too, so the users can be guided and routed to the correct department from the start

Usability

Other Software Used

Chargebee, Slack, Shortcut, Superhuman

Fin by Intercom is the best AI chat solution on market

Incentivized
Alec Harmon
Head of Customer Experience in Customer Service at EOS One (11-50 employees employees)

Use Cases and Deployment Scope

At EOS One we use Fin for all of our Tier 1 questions.
We're a small team of 2 individuals, and Fin has come in and really been able to take a load off of answering the basics.
Like with any AI bot, your experience is only as good as your data. Fin helps us identify where in our Knowledge Base we have gaps so that we can quickly update or create articles.
Doing this, we've had high 80's to low 90% defection rates each week. We've also had several people give kudos, knowing they're talking to an AI bot but being satisfied doing so!
To anyone looking, don't "cheap out" on the solution. Get Fin. Fin is a game changer.

Pros

  • Explains step-by-step with pictures
  • Multi-language support
  • Flags knowledge gaps for the team
  • Understands when to escalate to a human

Cons

  • Escalate to human (sometimes it tells people to email us, while in a chat it could pass to us)

Return on Investment

  • CSAT - Fin is currently holding an 83% CSAT over the last month
  • Reduced Tier 1 workload on the team—we had a lot of "easy" questions being passed to expensive people.
  • 24/7 response time. We have a global product, but a small team, so Fin helps us answer questions at all hours of the day.

Usability

Alternatives Considered

Zendesk Chat and Chatbase

Other Software Used

Pendo.io, Metabase, Twilio SendGrid, Auth0, Stripe Billing, Atlassian Jira, Maxio, Google Gemini

Great tool for Community Managers

Incentivized
Haley Spracale
Community Manager in Customer Service at Featured (1-10 employees employees)

Use Cases and Deployment Scope

We use Fin by Intercom to manage daily customer communications via chat, as our public help center, and as a proactive engagement tool. Fin by Intercom helps us answer basic questions for users, and provides them with a channel that is active 24/7, which is important since our human team is small and not available outside of standard working hours. Fin by Intercom is also a great way for us to monitor customer wants and issues. Some users will ask Fin questions they aren't comfortable asking our team directly, and it can help us find gaps in our tool or knowledge/education for users.

Pros

  • Basic answers to common questions
  • Robust help center that is easy to navigate for users
  • Simple ticketing process that allows users to report bugs or submit product requests and see status updates from our team

Cons

  • Being able to give Fin by Intercom explicit instructions on when to say or do something... guidance sometime works but not always
  • Ability to set clear holiday hours so users know the team will not get back to them without having to change existing workflow/intro copy. When Fin by Intercom escalates during a holiday, it often shares the wrong "expected response time is"
  • Being able to see last month's usage numbers would help us track plan utilization better

Return on Investment

  • Fin by Intercom has freed up time for community team on repetitive questions which supports more time in other areas
  • Overall engagement with users has increased due to the chat function

Usability

Alternatives Considered

HubSpot Marketing Hub

Other Software Used

Slack, Asana

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