Fins a great coworker.
February 14, 2026

Fins a great coworker.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin as a highly efficient team member on the Support team, helping us respond quickly to our users 24/7. The team trains and oversees Fin, adds and updates the knowledge base. Fin assists both internal and external users in better understanding and getting the most out of our platform. Using guidance, Fin hands over conversations to human support when necessary.

Pros

  • Answer any and all questions you'd normally have a FAQ for.
  • Improve our response times by providing instant answers and managing the rest of the team's workload.
  • Follows guidance.

Cons

  • Tools to train it - I would want better tools to find contradictions in our training data.
  • Suggestions for content to add are very repetitive; we reject similar suggestions every week.
  • It's too keen on using images from our articles; they don't always make sense out of context.
  • The team is smaller, but handle roughly the same work load.
  • The whole team continuously train and refine the model.
  • Human support agents focus on more advanced issues and tasks rather than repetitive FAQ stuff.
It's a very big task to create all the content needed for it to operate on a high enough standard to maintain high-level support. If you don't already have very good documentation that you can plug in, it's a high upfront cost to create it. Then maintaining and optimising it also requires a lot of effort, and I feel like the self-reflecting features aren't quite good enough to be more helpful than our human team members reviewing it. But guidance works very well, and it's much easier to implement than creating complicated workflows.
We have data connectors that enable Fin to retrieve basic, up-to-date information about requesters and their accounts/memberships, making answers more tailored and relevant. We also have it in Slack, but it's not quite as good because Intercom has a simple workflow to get started on the best terms for each request.

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

It's perfect for basic product questions we receive frequently, which take a lot of time to review for humans. It's not ideal for agitated customers to complete a conversation with an AI; they tend to prefer speaking with a human team member in such situations.

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