FIN - the 1 of Service Agents
February 06, 2026

FIN - the 1 of Service Agents

Thomas Küppers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

Users of a product expect the product to be so intuitive that they can skip any training. This results in frequent situations, where they don't know the best course to continue and want help. And help should always be there immediately. And not as part of a FAQ, they want a personalized response to exactly their situation.
FIN resolves exactly that. It knows all our documentation and can guide customers through any situation, using words the customer understands and prefers. It has unlimited patience, answering multiple follow ups or different inquiries without complaints. Our users love chatting with FIN to get all their questions answered, which reflects perfectly back on the customer satisfaction and also influences "ease of use", as if anything is not intuitive, FIN is there to help.

Pros

  • Understand customer question and relates it to the correct knowledge
  • Has great customizing options for personalisation, guidance and brand voice
  • Great transparency on costs for usage and easy to adapt
  • Consider the full spectrum of customer inquiries and provide solutions for all
  • Uses AI not only to serve the customer but also to highlight optimization potentials internally.

Cons

  • FINs language detection is very strange and frustrating. We have almost only German conversations, but frequently FIN decides to respond to English to a customer, without any visible reason.
  • The channel switch from Conversation to Email feels unsatisfying, with surveys being sent without any context.
  • Resolution Cost (it is cheaper than human support) - HOWEVER People start to ask more questions to AI than to a human, which increases costs again
  • But with more questions we also see customer satisfaction and customer stickiness increases. If they find help for every inquiry, they are less inclinded to judge the product as "too complicated".
  • Response times are drastically reduced. You dont need to wait for a free agent to ask the customer for more details or a specific document, but FIN asks all in real time, allowing customers to immediate get a response. Also, FIN works 24/7, which replaced our whole nightshift and weekend worker slots.
The Intercom plattform is amazingly well and this allows us to use FIN to its fullest potential.
You have various ways of customizing your agent (from name, voice, guidance, escalation rules) and you have various built-in ways of understanding your performance and where you can improve (optimizer, topic explorer, etc.).
And of course you can use FIN to ask questions about FIN! And FIN from Intercom is very well trained on itself, helping with most setup questions easily.
We have FIN deeply integrated in our product, with multiple connection points. With FIN Tasks and FIN procedures, we created multiple endpoints to our product, so FIN can look up various information, to personalize its responses, but also perform tasks in the name of the customer.

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

Want to give your customers a personalized coach and trainer? FIN is the way to go!
Want a way to automate processes? FIN is amazing.
Want to get rid of the annoying chat bubbles and automation workflows? FIN does it all in natural language without breaking a sweat.

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