Using Intercom's FIN AI, I've been able to significantly reduce my response time!
December 20, 2024

Using Intercom's FIN AI, I've been able to significantly reduce my response time!

Rodger Williams | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom's chatbot FIN to respond to our customer's support inquiries. FIN's AI uses our online knowledge base documentation to construct responses these inquires.

Pros

  • Construct step-by-step instructions
  • Allows agents to interact with the customer and return the conversation to FIN
  • Allow agents to provide snippets of information to include as a resource

Cons

  • Add FIN to the mobile app
  • Add snippets to the mobile app
  • Basically, expand the capabilities of the mobile app
  • As a user, it enables me to reduce response and resolution times
  • As a user, it enables me to obtain step-by-step instructions that I can pass to our customers
  • As a user, it enables me to obtain step-by-step instructions that I can pass to our customers
Initially, I had difficulty figuring out how to start our internal FIN. I confused it with Intercom's FIN external support. Also, it took a minute to figure out the Helpdesk section so I could find information by User, Company, etc. A recent update reorganized the menu (on the left) and now it's very clear!
It integrates with our knowledge base and our Zoho CRM, and Jira.

Do you think Fin delivers good value for the price?

Yes

Are you happy with Fin's feature set?

Yes

Did Fin live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fin go as expected?

I wasn't involved with the implementation phase

Would you buy Fin again?

Yes

Constructing step-by-step instructions that can be given to customers with a reference to our knowledge base articles.

Fin Feature Ratings

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