TrustRadius: an HG Insights company

Fin

Score8.8 out of 10

1,098 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 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 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 AI powered Insights and QA products, proactively showing you dominant and emergent trends and topics in your customer experience, as well as one-click recommendations to set live and immediately improve Fin's performance.
Screenshot of Fin Operator. It spots problems, finds opportunities to improve, and acts on them, for example tuning Fin, keeping knowledge current, and scaling automation as business needs changes.
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.

1 / 6

Screenshot of Fin handling a complex query. Fin can securely retrieve data and take action in external systems like Shopify, Stripe, and Salesforce.

Who Buys & Uses Fin

Fin Reviews

What users are saying about Fin.
View all Fin reviews

Pros

  • Autonomous resolution of common inquiries
  • Leverages internal knowledge bases for accurate, detailed responses
  • Reduces initial response and overall resolution times

Cons

  • Occasional "hallucinations" and inaccurate responses
  • Limited and insufficient reporting and analytics capabilities
  • Challenges with seamless escalation to human agents

Fin your personal Admin

Incentivized
Melissa Good
Partner Manager in Professional Services at Valpay (11-50 employees)

Use Cases and Deployment Scope

We use it to handle our company tickets that come in from customers and partners. We have multiple departments. We also use the knowledge base, both internal and external, with 3 different help centers we have linked to our company site. We also use the MCP for other parts of our business. We do use Fin as well for phone. In the past, we did use Fin to assist us with tickets; however, due to the complexity of our different platforms and two different types of customers, we had to disable that portion.

Pros

  • It is very diverse
  • I love the knowledge bases and Help Centers
  • It is very customizable

Cons

  • Tickets and Conversation confusion
  • Reporting isn't the best as far as accuracy
  • It can be a bit clustered or overwhelming

Return on Investment

  • This has helped us drill in to some of the recurring problems with our product.
  • This has helped give our customers more of a voice but allowing us to see the full picture on their wants and needs regarding our product.

Usability

Alternatives Considered

Zendesk Suite and Salesforce Partner Management

Other Software Used

HubSpot Sales Hub, Salesforce Agentforce Marketing

Fin enables top of the line Support gurus.

Zakkery RomeView profile
Technical Support Specialist in Engineering at Ingage (11-50 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 is great for small and medium companies

Incentivized
Anshul Bansal
Product Manager in Product Management at Gumlet (11-50 employees)

Use Cases and Deployment Scope

Timely response to our customers based on our rulebook, knowledge base, and plan-specific information.

Fin is presented to customers before human contact to help resolve their queries.

Pros

  • Resolve technical queries based on our docs as reference
  • Resolve pricing and non technical queries based on our references
  • Timely response, sample code snippets, and steps on how to use our product

Cons

  • Counting responses and stopping based on guidance
  • Stop pretending a money making machine for Intercom, try to escalate to human support as and when guided
  • Better agents for setting these things automatically and fixing existing workflows

Return on Investment

  • Faster response times - happy users
  • Our team focuses on complex scenarios rather than just generic queries

Usability

Alternatives Considered

Crisp.Chat

Fin - One of the best Agentic AIs for Support.

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

Automate Support with Fin

Incentivized
Jaclyn KafesjianView profile
Senior Customer Support Manager in Customer Service at CASEpeer Legal Software (11-50 employees)

Use Cases and Deployment Scope

We use Fin to help deflect chats on multiple brands, with nearly a 60% deflection rate at this point. We've launched Fin for Voice on two brands and are in the process to testing to launch for the remaining brands. Fin helps us deflect the more straight forward inquiries and focus on those that are more difficult.

Pros

  • Fin is very good at using previous chats to identify content gaps
  • Fin is great at providing help through Co-Pilot for, especially for newer highers.
  • Fin is great at using new content and quickly being able to access it to deflect high volume issues.

Cons

  • Fin Voice does not always listen to guidance and it's frustrating when we analyze the conversation in Operator and the feedback is Fin didn't follow guidance.
  • I wish it was easier to quickly see what calls need to be reviewed and what the easiest improvements from a content perspective would be.
  • I wish all the same guidance was available for voice as it is for chat

Return on Investment

  • We can provide service 24/7
  • We can respond faster to initial requests
  • We can provide the same level of support, even with natural attrition

Usability

Alternatives Considered

Agentforce

Other Software Used

Slack

Fin Alternatives

Products similar to Fin that may also meet your needs.
View all Fin alternatives
Freddy AI for CX
CompareLearn more
Ada
CompareLearn more
Forethought AI Agents, by Zendesk
CompareLearn more