Item: Fin by Intercom
Rating: 8
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

We use Fin to assist with answering user inquiries. It really helps with simple procedural-type questions, allowing our human agents to focus on escalations and more complex issues. Our scope is just about any issue or question that a user may message us about, though there are some situations that are simply too nuanced and complex for Fin, and we always redirect those to a human agent.

Pros and Cons

Pros

Fairly easy to make adjustments (guidance, etc.).
Providing sources for where it's pulling its information from.
Answering simple questions clearly.

Cons

It seems some users really struggle to figure out how to escalate to a human (especially through email).
Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.

Return on Investment

Increased coverage during hours where human agents aren't available.
Reduction in the number of conversations needing our involvement, as we get many simple questions.

Usability

It's quite easy to use and figure out, though I am already quite comfortable with technology and figuring things out. The workflow editor in Intercom is a bit more cumbersome to use, especially when you have many branching paths, but this is separate from Fin, I think.

Integrations

We do not currently use them with other tools.

Alternatives Considered

Ada and Klaus

We selected Fin because we're already using Intercom, and those other options would've required switching off of it. We don't have the capacity to work on something like this at this time, but realistically, that is the main reason.

Key Insights

Do you think Fin by Intercom delivers good value for the price?

Not sure

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Other Software Used

Notion, Slack

Likelihood to Recommend

Fin is really good for answering simple and procedural questions, which we get a lot of because we see many first-time users who don't return. It's less appropriate the higher the stakes the issue is: though it's decent at teasing out details and nuance, if the user doesn't communicate clearly, there's a high risk that Fin will misunderstand their question and provide inaccurate information or instructions.

Comments

Please log in to join the conversation

Helps with support scaling.