Google Gemini (formerly Bard) is an AI assistant, presented as a creative and helpful collaborator. Gemini for Workspace is available via two plans: a Gemini Enterprise add-on, and a Gemini Business add-on.
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Fin by Intercom
Score 8.5 out of 10
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Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
$0.99
one-time fee per 1 resolution
Pricing
Google Gemini
Fin by Intercom
Editions & Modules
No answers on this topic
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Offerings
Pricing Offerings
Google Gemini
Fin by Intercom
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Fin comes with a 90-day money-back guarantee. Here's how it works:
Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
Gemini is well suited to help in customer service, to create summaries of emails sent by customers, generating possible responses to them, rephrasing communications, help create and then correct SQL queries, interpreting responses, it's not so good if you need to help with a sensitive topic due to it taking personally identifying information
While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment.
Deep research for getting first business research draft from Gemini, post which i use series of prompts to improve it and use my understanding to refine it further
Canvas to produce structured business topic research and newsletter. Direct edits to the sections and making client ready reports
Learning mode to get help on step by step automation of AI workflows
Answer easy questions based off of the knowledgebase I provided
It's decent with redirecting customers who aren't satisfied to a human agent (me)
I like how it quotes the article that it is using to the customer, I'm not sure how often they're actually clicking on that article, but it's nice that the option is there
Currently the document database caps out at 10, requiring us to condense some of our policies
It's large context window is a blessing and a curse. Sometimes it stops generating half way through a very ambitious request as it delivers page after page of content
There is no way to share Gems currently, so we have to publish guides to our employees on how to best configure them
Customizing Fin by Intercom's escalation paths could be easier (ex. if there are some inquiries we don't want passed to the human team)
Reporting on conversations handled to completion by Fin by Intercom (not just those that are marked as "resolved")
It would be helpful to be able to indicate to Fin by Intercom when an answer is wrong, or train it on things that it shouldn't do (not only what it should do)
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Google Gemini Web UI provided an intuitive user experience with a collapsible side menu and a recent chat feature. It has a nice, clean design and easy-to-use "Ask Gemini" chat control with an integrated Tool menu that provides quick access to Deep Research and Create images options. One can also search for chats quickly and efficiently.
It's incredibly useful. You're honestly a little silly if you don't because it can handle simple conversations very easily and more in-depth conversations if you're willing to put in the work. It's great both as a customer success representative (with the AI agent) and as a higher-level customer success reporter.
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
Hootsuite's OwlyGPT is great for social listening data, but Gemini is far ahead in terms of caption writing and other writing needs. Even for content creation ideas, I'd rather take the social listening insights then feed that to Gemini. ChatGPT I truly have never been a fan of. Gemini's interface has always intrigued me more and I find it to have great functionality. Lastly, I included Perplexity - just to note another tool I've used. Perplexity is great for deep research, but outside of this I would always go with Gemini.
I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like emails, posts, and banners make client communication clear and efficient.
Since we implemented Fin AI in February, we have been able to support customer queries during non-business hours. This is a game changer. Fin has brought down response times and is also extremely capable of handling complex queries from our customers. We have seen closure rates go down by 24-30 hours, which is quite phenomenal.
