Fin

Score8.8 out of 10

1,057 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.

Categories & Use Cases

Media

Screenshot of the Fin Flywheel, a continuous improvement loop that enables Fin to handle even the most complex queries.

Screenshot of Insights, Monitors New , and Recommendations that help to understand, measure, and improve the customer experience with confidence.

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 Data Connectors that enable Fin to securely retrieve data and take action in external systems like Shopify, Stripe, and Salesforce.

1 / 4

Screenshot of the Fin Flywheel, a continuous improvement loop that enables Fin to handle even the most complex queries.

#1 most frequent

Information

42.3%

41 installations of 97

“Rapidly finding answers based on previous conversations and our knowledge base.”
— Senior Product Manager, Ocean.io (11-50 employees)

#2 most frequent

Professional, Scientific, and Technical Services

16.5%

16 installations of 97

“We use Fin as our first line of customer support inside Intercom.”
— Revops manager, Whatagraph (51-200 employees)

#3 most frequent

Finance and Insurance

8.2%

8 installations of 97

“Reduced response and resolution times”
— Quality Assurance Analyst, Blueberry (201-500 employees)

Brian Stinga View 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

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

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

Thomas Küppers View profile

Product Owner Service Automation and Agentic AI in Customer Service at Haufe Lexware (201-500 employees employees)

Use Cases and Deployment Scope

Users of a product expect the product to be so intuitive that they can skip any training. This results in frequent situations, where they don't know the best course to continue and want help. And help should always be there immediately. And not as part of a FAQ, they want a personalized response to exactly their situation.
FIN resolves exactly that. It knows all our documentation and can guide customers through any situation, using words the customer understands and prefers. It has unlimited patience, answering multiple follow ups or different inquiries without complaints. Our users love chatting with FIN to get all their questions answered, which reflects perfectly back on the customer satisfaction and also influences "ease of use", as if anything is not intuitive, FIN is there to help.

Pros

Understand customer question and relates it to the correct knowledge
Has great customizing options for personalisation, guidance and brand voice
Great transparency on costs for usage and easy to adapt
Consider the full spectrum of customer inquiries and provide solutions for all
Uses AI not only to serve the customer but also to highlight optimization potentials internally.

Cons

FINs language detection is very strange and frustrating. We have almost only German conversations, but frequently FIN decides to respond to English to a customer, without any visible reason.
The channel switch from Conversation to Email feels unsatisfying, with surveys being sent without any context.

Return on Investment

Resolution Cost (it is cheaper than human support) - HOWEVER People start to ask more questions to AI than to a human, which increases costs again
But with more questions we also see customer satisfaction and customer stickiness increases. If they find help for every inquiry, they are less inclinded to judge the product as "too complicated".
Response times are drastically reduced. You dont need to wait for a free agent to ask the customer for more details or a specific document, but FIN asks all in real time, allowing customers to immediate get a response. Also, FIN works 24/7, which replaced our whole nightshift and weekend worker slots.

Usability

Vishal Vaswani

Customer satisfaction and QA in Customer Service at Test Collab Software LLC (11-50 employees employees)

Use Cases and Deployment Scope

It serves as the first point of interaction with visitors and users. Having access to the knowledge base and previous conversations, it tries to answer or offer a solution to the issue reported.

Pros

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).

Cons

AI suggestions for human agents can be improved.
Avoid auto-closure of conversations.
Human agents should have an option to assign conversations back to Fin so that it can answer any future questions from that user.

Return on Investment

Reduced initial response time.
Reduced resolution time (in some cases).

Usability

Other Software Used

TestCollab, Atlassian Jira, Slack

Zendesk Suite

Freshdesk

Salesforce Agentforce Service

Front

HubSpot Service Hub

Fin

What is Fin?

Categories & Use Cases

Media

Most Frequent Users

Information

Professional, Scientific, and Technical Services

Finance and Insurance

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Related Products