A powerful AI Agent that puts customer experience first
October 27, 2025

A powerful AI Agent that puts customer experience first

Laura Gorlero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom AI to act as a frontline AI Agent to resolve customer queries instantly and autonomously, over chat and email. The business problems we addressed are: high volume of repetitive queries, slow response times due to team being understaffed and 24/7 availability.

Pros

  • learning from various sources of content, including past conversations
  • the "Suggestions" mode that enables to proactively improve your content
  • fast and conversational answers in multi languages

Cons

  • conversations that are "assumed resolved": customers can open a conversation again with the same topic, while trying to get to a human agent
  • Reduced response times
  • Higher CSAT
  • Time saving
  • New opportunities for upskilling the team
Very good rating - there are of course many parts to the software and you need to stay on top of all updates to be able to take the most out of the product

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 recommended Fin by Intercom to companies that are B2B and have a small team, especially if they are starting out as a company and don't want to hire a big team

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