Fin by Intercom Review
October 06, 2025

Fin by Intercom Review

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

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom as our first line of defense for support. Fin by Intercom is the first interaction any user makes with our support team, and we love that it is able to resolve most of the simple questions or problems that our users contact support with. Fin by Intercom is great at solving questions about simple user setup as well as walking through more complex issues such as resolving errors.

Pros

  • Answering simple questions (i.e. how do I...)
  • Providing guidance on errors a user may be encountering
  • Reads images sent by users

Cons

  • We see AI hallucinations quite often
  • Fin by Intercom regularly says "i'll connect you to the support team" but never does
  • Fin by Intercom also says "the support team will do this for you" but never sends the chat to support and closes it out. The user never gets helped
  • Decreased average response time
  • Cost savings
I gave it an 8/10 because I don't believe any AI is perfect. No AI can ever fully replace a human support agent, however, Fin by Intercom does a pretty good job at providing information. I love that it includes sources, so that the team can easily double check where the information is coming from and update if needed.
We also use Guru, but the Guru integration is not great. Unfortunately, the integration only allows us to push cards over into an internal folder. These cards cannot be externally facing and because of that, can only be used for AI agent/copilot. I would love an update that allows us to sync cards and images from Guru, and allow them to be external facing.

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

I have not been able to utilize Fin by Intercom over emails. This is simply because we have seen so much variance between Fin by Intercom killing it with a good answer or completely missing and providing an answer that came out of left field. Because I can't 100% trust that Fin by Intercom will be sending correct information, I haven't turned it on over email yet.

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