Item: Fin by Intercom
Rating: 3
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

We do leasing automation. Our clients are property managers and we schedule tours for them with AI. A lot of our customers are a bit technologically challenged so Fin helps a lot with easy problems. Our product has a lot of customization, and ease for breaking it or having the product work unexpectedly. So Fin doesn't really help very with with those cases.

Pros and Cons

Pros

Answer easy questions based off of the knowledgebase I provided
It's decent with redirecting customers who aren't satisfied to a human agent (me)
I like how it quotes the article that it is using to the customer, I'm not sure how often they're actually clicking on that article, but it's nice that the option is there

Cons

Honestly I should probably take the time to explore more Fin features. Right now I just create articles in the knowledge base, and add snippets every once in a while when I don't agree with an answer Fin provided
Our product is so niche in certain areas (mainly setting availability) that there are so many settings or things not working well together that Fin can't always provide the best troubleshooting tips.
And going off of that, since our product has so many technical aspects to it, if Fin uses context from a previous issue to help with a new one, but the issues are a bit different, it may provide totally inaccurate information for that specific issue. Sometimes it's so bad that if I don't intervene right away, I run the risk of the user really breaking their product. And then on top of that I know that if I communicate with the user before they request to talk to an agent, I still get charged with an "AI resolved" ticket. Even though I needed to jump in because the AI answer was so off there was rick of harm to the customers product.
The problem is this would have been a completely fine AI answer for a very similar issue, so I understand why the AI answered in that way. I never text the user without them requesting an agent unless its VERY IMPORTANT that I let them know the AI was incorrect here, but I'm still paying that AI fee I do not agree with your business model here at all.

Return on Investment

I like how I don't feel like I need to constantly be monitoring support, especially on weekends
It's great that the user will get some response right away, I just need to hope that the response they do get is good enough if I'm awk

Usability

I like the UI for the help center articles. And I had a lot of fun customizing to fit with our branding.

Integrations

We don't at all.

Alternatives Considered

Zendesk Suite

At my previous company we used Zendesk for help articles. I prefer y'all's UI/UX over Zendesk though.

Key Insights

Do you think Fin by Intercom delivers good value for the price?

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Other Software Used

Slack, Jira Align, Google Meet, AWS Amplify, Mixpanel, Fathom, HubSpot CRM, Notion

Likelihood to Recommend

It's good with the simple stuff, but our product still heavily relies on real human support for more technical questions. And sometimes the customer doesn't know their question is technical enough to need human support, and goes off of the incorrect AI answer so I need to jump in to help asap.... and still get charged

Comments

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Kateryna Kharytonova
(Vendor Representative) commented 4 months ago
Thank you for your feedback around Fin and pricing for resolutions! We consider a conversation to be resolved if Fin provides an answer and the customer doesn't indicate that that they need additional help. If the customer doesn't respond or responds with an affirmative like okay thanks or that helped we will consider that as a resolution even if a teammate follows up later. However if conversation is considered resolved but the customer later returns to the same conversation seeking further assistance even across billing periods that resolution will be deducted and not charged. Regarding Fins accuracy in handling your specific use cases we would recommend looking at our Guidance feature. Guidance allows you to to set clear rules for Fin to follow including when to escalate sensitive issues to your team or rules around what Fin should say or do. Please reach out to our team via the Messenger or by emailing supportintercom.com if you'd like to chat further

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