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Fin

Score8.8 out of 10

1,082 Reviews and Ratings

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.

Read more details.

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

  • Automating responses to common and repetitive customer inquiries
  • Efficiently drawing and synthesizing information from knowledge bases
  • Providing rapid and accurate answers to customer questions

Cons

  • Tendency to provide incorrect or hallucinatory information for complex queries
  • Limited reporting and analytics features for performance insights
  • Challenges in seamlessly escalating conversations to human agents

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

My experience at Fin

Diana Ramos
Technical customer support expert in Customer Service at Healtahtom (201-500 employees employees)

Use Cases and Deployment Scope

We use it as a helpdesk for email and chat support, digital onboarding, the administration (finance) team, and product engagement. My team is in charge of implementing Fin AI in support.

Using Fin significantly increased our resolution rate and customer satisfaction score (CSAT), improving the customer experience by providing faster resolution of their queries.

Lo utilizamos como helpdesk del soporte correo y chat, onboarding digital, el equipo de administración (finanzas) y engagement del producto, desde mi equipo estamos a cargo de la implementación de Fin IA en el soporte.

El uso de Fin nos aumentó significativamente nuestra tasa de resolución y nuestro CSAT, aportando en la experiencia del cliente respecto a la rapidez en la resolución de sus dudas.

Pros

  • The response via Fin AI in chat and email channels.
  • Sending series
  • Measuring metrics
  • The constant implementation of updates tailored to the need.
  • La respuesta a través Fin IA en los canales de chat y correo.
  • El envío de series
  • La medición de métricas
  • La constante implementación de actualizaciones ajustadas a la necesidad.

Cons

  • Improve the knowledge base based on conversations and applied resolutions, understanding contexts and applied responses.
  • Improve scaling guidelines and general guidelines that can be measured; which guideline does the bot choose as primary.
  • Mejorar la base de conocimiento en base a conversaciones y resoluciones aplicadas, entender contextos y respuestas aplicadas.
  • Mejorar las pautas de escalamiento y pautas en general que puedan medirse; qué pauta elige el bot como principal.

Return on Investment

  • CSAT >78
  • reduction in operational workload
  • Response time < 4 min
  • reducción en la carga operativa
  • Tiempor de respuestas < 4 min

Usability

Alternatives Considered

Zendesk Suite

Other Software Used

HubSpot CRM, Chargebee, Gemini Enterprise Agent Platform

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

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