Fin Boosting Efficiency in Our Support Team
November 10, 2025
Fin Boosting Efficiency in Our Support Team
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fin by Intercom
We mainly use Fin to help our agents with support tickets. He does a great job answering questions and we get automated suggestions how to improve content to further improve Fin's performance. Besides that we use the AI reporting functions. It is helpful that we can now get a quick overview of trending topics and how these are correlating with AI resolution rate and customer sentiment.
Pros
- Answering questions based on our Helpcenter
- Escalating tickets that Fin cannot answer yet or that we prefer to be handled by our agents
- Customisation of Fin's tone/writing style
Cons
- Fin for phone needs improvement to answer without pauses
- Fin sometimes hallucinates and gives incorrect answers. It would be better if he just forwards to an agent instead
- Reduced response rate
- Fin is already handling around 55% of support tickets on his own which enables us to scale with minimal costs
We don't use Fin integrations yet but this is something we will look into. We might also look into agents but first need to clear up what actions they could safely do (e.g. how can we ensure that the agents don't react to prompts in pictures sent by users).
Do you think Fin by Intercom delivers good value for the price?
Not sure
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
Comments
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