Fin by Intercom

Score8.5 out of 10

791 Reviews and Ratings

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Fin by Intercom

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What is Fin by Intercom?

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.

Categories & Use Cases

Media

Fin, delivering conversational support experience to customers.

where to monitor, analyze, and optimize Fin by spotting trends, filling content gaps, and fixing quality issues topic by topic.

where to customize Fin's tone of voice, teach it support knowledge and policies, and configure how it handles complex tasks in over 45 languages.

where to test answers, review the sources and settings that shape them, and get tailored recommendations to optimize performance.

Fin, as it appears across email and live chat to phone, SMS, and social. Fin can answer any question, across any channel, any time.

1 / 5

Liz Myers View profile

Director of Success in Customer Service at InstantNonprofit (1-10 employees employees)

Use Cases and Deployment Scope

We implemented Fin/Intercom originally only for email for our CS comms. It has expanded to also our leads, chatbot, HelpCenter, etc. We struggled with a single platform for communication across all these different platforms, and amongst multiple staff members/departments. Intercom has helped solve all of that. Then, when we wanted to work on AI use to expand our workforce without a financial burden on our company, we implemented Fin.

Pros

Identify issues a customer/lead has
Link HelpCenter articles to help customers find answers
Incredible reporting features

Cons

Pricing is expensive and dynamic, but I will say it's similar to an hourly staff member. You have to not think of it as a one-time flat-rate purchase. It is like having a real employee (although, fraction of the price!)

Return on Investment

Increased customer satisfaction - currently at 100% for the last 6 months
Time (and thus money) savings of human hours
New roles - AI/training/HelpCenter specialist

Usability

Alternatives Considered

Hiver

Anca Armasu

Chief of Staff in Customer Service at Drivana (11-50 employees employees)

Use Cases and Deployment Scope

At [...] we use Fin by Intercom to respond to the most frequent questions from interested users, during and outside the office hours. We have fed Fin by Intercom with our Knowledge Center, a collection of articles that describe and details our Policies and Processes, for our entire community of Hosts and Guests.

Pros

Instantly respond users questions based on previous fed knowledge
Filter users that need human attention
adress frequent asked questions in a personalized way
solve recurrent users requests

Cons

learning curve is steep
automatical identification of problems with resolutions (is available, but you have to search for it)
insights generation about your improvement areas in support

Return on Investment

Reduced response times
greater customer satisfaction
better resolution times

Usability

Other Software Used

OneSignal, Metabase, ClickUp

Verified User

Employee in Product Management (11-50 employees employees)

Use Cases and Deployment Scope

We utilize Fin by Intercom as a front line agent for all customer messages we receive. Fin by Intercom has been able to resolve close to 80% of our inquiries as of recent data, and effectively provides meaningful solutions for our customers. Customers are delighted at the fact of being able to receive an almost-immediate response with an accurate solution to their issue, and effective troubleshooting if their query is more complex.

Pros

Troubleshooting
Problem identification
Reporting and analytics
Backend tasks

Cons

Content management
External integrations

Return on Investment

80% reduction in our human conversation volume
Ability to move our skilled support staff to more meaningful positions, such as QA
Launch new features faster without having to worry about support overhead

Usability

Other Software Used

Linear App, Notion, Zapier

Verified User

Employee in Customer Service (201-500 employees employees)

Use Cases and Deployment Scope

We use Fin both for the AI answering our customers questions via email and also every underlying function that are powered by Fin such as ticket categorization, sorting and analyzing incoming traffic.

Pros

Setting the categories and priorities of tickets.
Providing clear answers via AI

Cons

Management of multiple knowledge sources
The ability to "picka nd mix" between flows and tasks with our without involving Fin.

Return on Investment

Scaling with speed.
Ease of use
Only few select new hires needed with Knowledge Management.

Usability

Verified User

Manager in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

We use Fin by Intercom as our first line of defense for support. Fin by Intercom is the first interaction any user makes with our support team, and we love that it is able to resolve most of the simple questions or problems that our users contact support with. Fin by Intercom is great at solving questions about simple user setup as well as walking through more complex issues such as resolving errors.

Pros

Answering simple questions (i.e. how do I...)
Providing guidance on errors a user may be encountering
Reads images sent by users

Cons

We see AI hallucinations quite often
Fin by Intercom regularly says "i'll connect you to the support team" but never does
Fin by Intercom also says "the support team will do this for you" but never sends the chat to support and closes it out. The user never gets helped

Return on Investment

Decreased average response time
Cost savings

Usability

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Fin by Intercom

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