Beautiful AI answers, 60% chat resolution rate
February 05, 2025

Beautiful AI answers, 60% chat resolution rate

Agnes Abel, PMP® | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom for AI powered live chat across GlobalVision's website and Help Center. Intercom's widgets look and feel great to customers and Intercom's capabilites are very broad to create any custom workflow. Fin AI writes beautiful replies and resolves over 60% of our incoming chats.
Whenever we need support, Intercom's own AI gives good answers, and if we need human help, the Intercom team will get back within 1 day with amazing support.

Pros

  • customer support
  • UX for customers
  • UX in the builder

Cons

  • Allow us to trigger custom workflows based on any low CSAT score
  • Dynamic rules for setting the custom audiences for Knowledge articles
  • Fin AI resolves 60% of our incoming chats.
Intercom's interfaces are clear and intuitive. If there is anything I don't find right away, the search bar always guides me to the right place :)
We integrated Intercom with Salesforce and Slack.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Intercom's Fin AI helped us automatically resolve 60% of our chats. Custom workflows give a lot of flexibility. The platform is fast and reliable. The integrations ecosystem is vast. Intercom's customer support is top notch - it's always a delight working with them.
Tours seems to be a great product too which we are looking to explore in the future.

Fin by Intercom Feature Ratings

Comments

  • Kateryna Kharytonova | TrustRadius Reviewer
    Kateryna Kharytonova
    (Vendor Representative) commented 9 months ago
    Thanks so much for your review! It’s amazing to hear that Fin AI Agent is resolving 60% of your chats 🚀

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