Fin by Intercom Reviews and Ratings

Use Cases and Deployment Scope

Intercom Fin serves as our mandatory first line of support outside of core business hours. Its primary responsibilities are to immediately acknowledge user inquiries, triage common issues, and drive users toward self-service documentation. It successfully covers 24/7 availability and handles a significant volume of initial contact, dramatically reducing reliance on our human on-call team.

Likelihood to Recommend

Fin is excellent for after-hours support and answering basic knowledge/education questions. However, I found it often struggled with or got stuck on more complex queries. I recommend implementing a clearer mechanism for Fin to identify its knowledge gaps and escalate or hand off the request when necessary.

Use Cases and Deployment Scope

We are currently using Fin to triage all incoming customer chats and respond to all L1 / L2 queries using our help content. We have three distinct customer types, all of which are supported by Fin responses. We service customers shopping for individual health insurance plans, their employers, and insurance brokers that help both make decisions about which insurance products to offer and enroll in.

Likelihood to Recommend

Fin is well suited to situations in which there is a good amount of help content that it can draw knowledge from and can answer both basic and complex questions based on that content. It likely is not appropriate where a majority of customer questions are extremely complex and routinely require a lot of research or hand holding by a human.

Use Cases and Deployment Scope

We have a small support team with coverage primarily during business hours, and a very complex product with a steep learning curve. Training Fin on FAQs and best practices enables our team to focus on more complex inquiries, bug investigation, and overall support operations improvement. Currently, Fin is resolving about 65% of our total chats which has been game changing for us. Our team can focus on the big picture: improving our product and support experience, rather than spending their entire time in chat answering questions found in our help center.

Likelihood to Recommend

Well suited for FAQ, well suited for creative solutions, not currently well suited for complex inquiries including specific account details (but may be improved by future Fin procedures).

Use Cases and Deployment Scope

We use Fin to support our customers with as many queries as possible, including pricing queries, delivery issues, and more information about our service etc. We use Fin in both email and messenger conversations and are continuing to scale by building a custom integration with our CRM platform so we can use features like Fin Tasks so that Fin can complete these actions on behalf of customers.

Likelihood to Recommend

It's a far superior AI offering compared to other options on the market. The lack of Dev support needed in the setup and management is a huge bonus as well. intercom is clearly investing in Fin, and the constant development and opportunity to be Beta testers keep us ahead in the industry too.

Use Cases and Deployment Scope

We use Fin by Intercom at my current organization to simplify and speed up customer support interactions on our platform. The organization I work for provides a learning platform, and new (editor) users often need some initial guidance on how to set it up and learn how end users can use it.

Since implementing Fin, our support team has reduced repetitive questions by up to 55%, especially common “how-to” questions about using the platform. This allows the team to focus on actual platform issues, such as bugs or other cases that require deeper investigation.

Likelihood to Recommend

I would say that Fin can be used in different contexts like for example, in support, marketing, or sales. It all depends on how well you train Fin with the material you have available. By feeding it the right content, using relevant and diverse keywords, and ensuring it understands the language and tone of your customers, you can create a highly effective and reliable assistant.

Use Cases and Deployment Scope

We use it as a live chat AI bot, currently it tackles 100% of our cases, and has massively reduced the amount of chats that come to our human agent support team.

It is also very helpful as we just support live support during certain hours of the week but Fin is live 24h each day, ensuring support all day.

Likelihood to Recommend

It is not able to tackle some cases like refunding cases.

Some cases the client wants to get a comparison against competitors and for that Fin needs access to read live data in our platform

Use Cases and Deployment Scope

Fin helps so much with taking away the simple, repetitive questions, and leaves our support team with more time to answer and investigate more complex issues, and build customer relationships. It's also allowed us to get quick answers in terms of gaps in our knowledgebase, and where information may not be super clear.

Likelihood to Recommend

For us it works really well as we have a colleugue that is able to update the help centre whenever needed, however it would not work for a company if they did not have the capacity to constantly review and update the information that Fin feeds from. Also, I think it would be bad to use fin in a scenario where it was offering health or legal advise, as sometimes it does misinterpret information, and this could be dangerous in some sectors.

Use Cases and Deployment Scope

Fin helps our customers navigate the app and resolve any issues that might stop them from using it properly. Since introducing Fin, our engineering team no longer needs to jump into Intercom conversations. Instead, we have one person handling replies and only escalating to an engineer when it’s actually needed.

Likelihood to Recommend

Fin is fantastic for frontline support and makes sure customers get a quick first response. It also categorizes issues far more accurately, making it easier for our team to handle and escalate them when needed.

Use Cases and Deployment Scope

Support and proactive support for customers, linked with linear to making tickets for customers. Its a direct line between customers and us which makes it a direct communication channel, either with chat or email. We also link other system like linear to direct with our developers. We also use it for internal communication between supporters.

Likelihood to Recommend

in a direct feedback between customers and support, but also perfect for help centers, etc. We can use this system to both put off the workload for our support by having it manage the first messages coming in, but also solve them completely, giving us time for other tasks. It's also great for internal learning.

Use Cases and Deployment Scope

Fin serves as the first point of contact for the basic questions we tend to encounter. If the case turns into a troubleshooting situation, then the conversation is escalated to the support team.

Likelihood to Recommend

The basic questions are covered well, but the higher level, more in depth questions are not able to be handled by Fin. These will always need to go to a human.