#1 most frequent
United States of America
56.0%56 installations of 100
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
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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
#1 most frequent
Information
40.4%40 installations of 99
“Rapidly finding answers based on previous conversations and our knowledge base.”
#2 most frequent
Professional, Scientific, and Technical Services
19.2%19 installations of 99
“Enabling Fin has also reduced our response time and allowed us to meet SLA's.”
#3 most frequent
Finance and Insurance
8.1%8 installations of 99
“We integrate with knowledge and the PDS but nothing else yet”
#2 most frequent
Canada
15.0%15 installations of 100
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
7.0%7 installations of 100
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 - One of the best Agentic AIs for Support.
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
Fin by Intercom is the best AI chat solution on market
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.
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
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
FIN - the 1 of Service Agents
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.
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
Effective Starting Point for Resolving Queries.
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
