Go for Fin
July 10, 2025

Go for Fin

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

Fin is our AI tool for initial responses to user tickets before we roundrobin to teammates.
It takes care of basic question and provides answers that are not technical or require a deep dive into any payment issues our users may be having.
Fin also closes resolved tickets that have been left open for over 25 minutes.

Pros

  • Initial response
  • FAQs
  • Closing idle tickets

Cons

  • Fin does tend to miss important tickets, leaving some users unattended.
  • Fin has closed some ongoing/unresolved tickets with users.
  • ML could be better improved
  • Reduced response time
  • Time and cost savings
  • CSAT not particularly improved with Fin, users tend to not like the bot.
While I have spoken about Fin on the user (customer side), I would say Fin has been more usable on on the corporate side for me.

I recently reached out to our account manager via email to make enquiries about an upgrade to Support Pro, Fin gave an accurate response on pricing/seats and all before the teammate could reply and pretty much solved the problem.
We are yet to integrate Fin with other tools.

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

Yes

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

Yes

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

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Like any bot, Fin is extremely detailed and learns fast from actions carried out by the CSR Team. Set up/Workflows were a bit technical and maybe not fully suited for smaller teams without the manpower/expertise. Less appropriate: spamming active users and closing tickets that are not resolved.

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