Fin by Intercom AI - Fast and Trust AI Agent
February 13, 2026

Fin by Intercom AI - Fast and Trust AI Agent

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We decided to use Fin by Intercom to improve our resolution rate. We know that being attempt by a person could be good when do you have a problem, but for most of the chats, we can simplpy resolve by instructing the user to make a thing, asking them to read an article on help center and other stufs like this. Fin by Intercom can make all these things for us, and more. With Fin by Intercom Procedures, guidances and actions we can have a big solid structure to support our users, instructing them step by step or making api calls to make actions by them, or just verifyng the price of dollars, bitcoins and other stuffs. So i definilly recommend Fin by Intercom as a first agent of your company, and when Fin by Intercom decides to send a conversation to a human agent, i think your team will be ready to resolve only a problem, not a "stupid" question.

Pros

  • Responde our users with precision
  • Make actions with apis to help the users
  • we can configure a lot of things on Fin by Intercom with brands

Cons

  • SLA is a big problem, we have to be a great and big update on it to be possible delete COMPLETLY old slas and editing without creating a new
  • a feature to follow up inside a procedure, to send a message instead of only close the conversation
  • change the "fixed" messages that Fin by Intercom sends, or be possible to insctruct him
  • Reducing budget with human teams
  • Improving resolution rate, customer is more satisfact
  • time saving analysing conversations
Fin by Intercom and the strutucture of intercom is easy to use. An analyst can read, study and understand how to make all things in a few days, and it is a great thing. i use some other tool to improve some features that intercom doesnt do but its a hard use.
We only use whatsapp integration. I have other tool that i use to recive some API calls, process data and make other actions to return an information to intercom. The integration with whatsapp is great, but i feel a lot of thigs of, but i dont know if its a limitation of intercom or whatsapp.
I connect Fin by Intercom by a actions on Retool to make a lot of things. Validating a user to make a merge between lead and user that comes from whatsapp (this never works natively on intercom. i'vd only seen 5 cases in a 4y of using, for example) and it helped us to improve the UX by using a AI agent.

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?

Yes

Would you buy Fin by Intercom again?

Yes

We used to have a lot of pre programmed questions, with a old model. our resolution with this is almost 25%. This was great, but we started to use Fin by Intercom and we grow this numbers to 30%, and with some hard work, today we have a 60% of resolutions, and we verify all conversations that we see that haven't a great performance. I really recommend to use Fin by Intercom, and your team can focuses on other thigs, study for improve hard and soft skills and just get a conversation when the user really needs a human support because of a bug or other things.

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