Item: Fin by Intercom
Rating: 8
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

We use Fin both for the AI answering our customers questions via email and also every underlying function that are powered by Fin such as ticket categorization, sorting and analyzing incoming traffic.

Pros and Cons

Pros

Setting the categories and priorities of tickets.
Providing clear answers via AI

Cons

Management of multiple knowledge sources
The ability to "picka nd mix" between flows and tasks with our without involving Fin.

Return on Investment

Scaling with speed.
Ease of use
Only few select new hires needed with Knowledge Management.

Usability

Really useful as an AI and also as tooling inside of Intercom.

Integrations

We primarily use Fin as intented with Intercom, and only in Intercom. We use Intercom to handle support conversations and tickets.

Alternatives Considered

Most complete product out there fitting our needs for the moment.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Likelihood to Recommend

If you stand before a build vs buy scenario and has a service that you are well documentet with, go for Fin! All the way. Killer plug-n-play AI.

Comments

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Competent solution for support.