Item: Fin by Intercom
Rating: 6
Author: Verified User

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom as our primary communication method to our customers. We use it for chats and emails.

We've been told that it only takes an hour or two to set it up completely but we have don't really believe that. We've allotted many hours for it but it still provided conflicting information.
There are times when it didn't know when to stop talking to customers. It could have been better at knowing when the right time to route customers to an agent is.
Some of its answers are confusing. We understand we need to monitor and revise the knowledge base but we don't have the resources for it. It feels like we need to continuously do that and that kind of defeats the purpose of using AI to save time. In our team, the people who would have maintained Fin are the same people handling support.

It definitely decreased the customer wait time.
While some customers did not like how it won't let them talk to a person right away, it's usually great at rerouting.

We can see potential but it just takes a lot of time and effort to set it up and maintain. Especially for a team of 8 like us.

We haven't really done any of that.

We haven't looked at anything else.

Not sure

Yes

It would be useful for a team who has a dedicated person maintaining it.

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