Fin by Intercom AI is great Tech Support has never been better or faster
December 31, 2025
Fin by Intercom AI is great Tech Support has never been better or faster
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fin by Intercom
We are using Fin by Intercom in our organisation to provide AI answers and support for customers seeking technical support for our products. It helps address simple how-to questions and increasingly more complex queries. This is then supplements our Support Team's work who can focus on the more personalised and complex queries that need the human touch. Fin by Intercom is rolled out to many products in our organisation this way.
Pros
- Answering simply queries that can be gotten from information in our help articles - powering self-serve for our customers.
- Helping us triage and analyse customer queries by understanding key custom attributed of a conversation and key data points to help us route customers to the right team.
- Through automation, helping our teammate be more quick and efficient in resolution times and SLAs.
Cons
- While Fin by Intercom AI is great, I think it still struggles a little in giving nuanced answers. For example, we provide a custom product to customers, to the same question may have different answers for different customers. While I don't expect Fin by Intercom to know all nuances etc., Fin by Intercom often gives overly certain or in-flexible answers despite Fin by Intercom guidance etc added.
- Letting conversations go to a teammate: There are times when Fin by Intercom simply keeps trying to answer the customer, even as they get more frustrated or Fin by Intercom is clearly going in loops. We have added guidance that improves it somewhat, but this still happens to an extent. At the end of the day, some queries just need a person, and I think Fin by Intercom should err on the side of caution in this case. No person is going to be unhappy to be offered to speak to a person if it's not needed. But they will get frustrated if it's not offered when needed.
- Repeatable/reliable answers: This one is odd. So often, I have found that Fin by Intercom gives different answers to the same prompt or question, with no changes or updates to the content. This is frustrating as I can work hard one day trying to fine tune an answer Fin by Intercom will give (via content, guidance, and snippets), test the answer, and it is fine, then another test, it gives a different answer. It may be correct, but I don't understand why this happens.
- Fin by Intercom knowledge sources: Sometimes the sources or information Fin by Intercom uses for an answer makes little to no sense. I have seen examples where Fin by Intercom has answered a query with a mainly unrelated source, where a help article which matches a lot of the keywords wasn't used or further down in the list. I feel like there needs to be better control/options in giving feedback to Fin by Intercom which articles or relevant to certain topics.
- AI topics: Not purely Fin by Intercom AI, but AI topics, used in Fin by Intercom AI Analytics, could be better. I wish I could edit or amend them, as they're often a little vague or not useful on their own.
- Greater customer satisfaction: Implementing Fin by Intercom AI and Intercom in general has definitely improved our CSATs from our customers. We are now consistently getting high 90s (in percentage) from our CSATs, both for Fin by Intercom and teammates. So yes, our customers are really happy with how Intercom is working.
- Reduced speed and responses: Since implementing Fin by Intercom AI and Intercom, our speed and resolution has increased massively. Resolution times have gone from days to hours with Fin by Intercom AI included. And now, with AI, customers are getting instant answers around the clock, rather than having to wait for a person.
- New role opportunities: Fin by Intercom AI have lead to many new roles created, including mine. Which has expanded overtime.
Yes, we use a few integrations via the App store, available with Intercom. We have an integration with Salesforce which works for the most part. And also for useful tools such as Quick links and Send Later apps. I have explored other tools before, e.g. Jam and Google Analytics. But while there are many tools, I wish we had more options/tools available e.g. a Loom integration, Power Bi, or more analytics tools - especially for capturing data from the help centre/website metrics.
I think Fin by Intercom stacks up well for the specific niche of using AI to provide customer support and business uses. The other AI products I've used are more general LLMs which, while great, would be a struggle to use/build to provide the same experience.
That said, as it is good in this niche, Fin by Intercom does have that natural limitation against being used more wildly as an AI product. E.g. while it's getting better, it struggles with understanding images, and would be much better if it could use conversation memory to provide better/more useful and contextual responses.
But overall, it does well with what it needs to do.
That said, as it is good in this niche, Fin by Intercom does have that natural limitation against being used more wildly as an AI product. E.g. while it's getting better, it struggles with understanding images, and would be much better if it could use conversation memory to provide better/more useful and contextual responses.
But overall, it does well with what it needs to do.
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
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