A solid AI support assistant when paired with a well-structured help center
March 13, 2026
A solid AI support assistant when paired with a well-structured help center
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fin by Intercom
In the first phase of implementing Fin by Intercom, we use it as a chatbot that greets every user who starts a chat with us. It pulls its knowledge from our help page, which we structured specifically for AI so that each article contains a large number of how-to questions organized step by step.In the next phase, we plan to activate it as a tool that will respond to emails.
Pros
- It performs segmentation very well and applies tags according to the selected rules.
- It has a very good tone of voice, focusing on helping the person who asked the question in a simple and clear way.
- It adopts the suggestions (snippets and guidelines) and changes we provide in order to improve it.
Cons
- It does not share video clips. It is extremely frustrating when, in response to a how-to question that includes step-by-step instructions, it answers everything but completely ignores the final step where it should share a video tutorial with a link. Even when we clearly instruct it in the guidelines to share the video tutorial URL, it still does not do it. The point of each of our answers is to first provide an explanatory step for our application, and the final step is a video that demonstrates everything, as this is how we want to provide additional help to our customers.
- When a customer asks a question outside the scope of our application, where they can essentially spam it, it will still answer the question and will not redirect the user to ask something related strictly to the application.
- Honestly, it depends. For some basic needs where users ask simple questions, it handles them well and usually receives high ratings.
- For more complex questions, it is necessary for a support agent to take over the chat.
- In general, people still have some resistance when communicating with a machine, and because of that they often insist on speaking with a human for reasons that are sometimes unclear.
- The happiness score has neither increased nor decreased, which in a way is also a good indicator.
We do not use the Intercom helpdesk. We tried it but gave up because we already had a large internal help center that we redesigned specifically for AI needs.
- Crisp.Chat
- Help Scout
For the chat tool, we used Crisp.chat, and for the email ticketing system we used Help Scout. We wanted a single solution that we could implement on both our website and our application, which is why we chose Intercom. From a features perspective, Intercom offers a much more advanced system compared to the two tools mentioned.
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?
No
Did implementation of Fin by Intercom go as expected?
Yes
Would you buy Fin by Intercom again?
Yes
Comments
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