Fin by Intercom Reviews & Product Details - Page 10

- What used to take our team hours to respond to during peak times now happens instantly. Customers get immediate responses 24/7.

- Fin is resolving about 80% of customer inquiries completely on its own, without any intervention from our internal support team

-Our support team has gone from being overwhelmed with repetitive queries to focusing on complex, high-value interactions that truly require human expertise and freed up a lot of time.

- Knowledge base was already built out through Intercom so little work was needed Review collected by and hosted on G2.com.

- Can become costly as company scales

-Multi language support is sometimes random- I have seen it give complex resolutions in another language and then after trying to replicate it, it just wouldn't understand Review collected by and hosted on G2.com.

I appreciate how Fin by Intercom allows our users to get answers to common questions quickly and effortlessly, reducing the need for constant support management. Its ability to automate and outsource part of our support process to AI is incredibly beneficial. I also value its capability to answer questions in a human-like manner without our direct involvement, making our operations smoother and more efficient. Review collected by and hosted on G2.com.

I found the setup process to be somewhat time-consuming. It took a lot of time to set up the knowledge base and write the necessary articles for setting up Fin. But it's worth the time if you have a lot of repeating support questions. Review collected by and hosted on G2.com.

Fin has been an incredible success story for our organization, unlocking capacity beyond what we anticipated. While we chose Intercom as a partner in part to capitalize on AI-driven customer self service, the capabilities of Fin have far exceeded what we thought possible in terms of case deflection. It's relative ease of use has made it a critical tool for our operational success. Review collected by and hosted on G2.com.

AI technology is new, and as a result, there is a lot of trial and error involved in configuring it properly. While it's not abnormal, we have experienced challenges in our configuration that have driven friction for our customers rather than reducing it. This has lessened as our organization has grown in proficiency, but I do with there were safeguards in place to help prevent customers from being affected by incorrect information. Review collected by and hosted on G2.com.

Auto reply to the customer support tickers raised on our chat system. It even goes further and resolves them. Very easy to setup including providing the knowledge to the agent using the website link. The website integration is seamless and easy. Review collected by and hosted on G2.com.

Nothing as of now. Maybe pricing a bit but we are a startup and currently under startup programme. Review collected by and hosted on G2.com.

I love that I'm able to upload my knowledge base and integrate with Fin. Fin is able to synthesize information across all of our knowledge cards and provide answers for most of our easy problems.

I'm able to add Fin to every chat from the get-go. Our customers have a chance to get an immediate AI solution quicker than they could have been connected to a human agent. It was simple to set up by adding to the workflow. Review collected by and hosted on G2.com.

Fin can sometimes make assumptions based on the content it learns from. I notice it's given a wrong answer, and check the source documents unable to find where it pulled the information that it relayed back. Most of the time, it seems like an assumption. The other thing I dislike, is that our customers know they are talking to AI, despite FIN giving correct information, our users don't read and push to talk to a real person. This isn't really a problem with Fin as much as it's a problem with humans and their desire to chat with a real person, and not sure it's solvable, but something worth calling out.

Another thing I dislike about fin, is it assumes it gave a correct answer. I sometimes will see the same person come in and get 'stuck' in the AI bot, unable to reach a real person. They start multiple chats, getting stuck each time, or not using the magic phrase 'talk to a person' or 'no i need a human'. Fin assumes they resolved the issue, and we get stuck paying 3-4 times for the same person who couldn't get past the bot. Review collected by and hosted on G2.com.

I like how consistent the program is. I know exactly how it is integrated into our workflow and can depend on it to get the work done. Review collected by and hosted on G2.com.

Sometimes it can respond like a robot. I think I would like it to have more personality. Review collected by and hosted on G2.com.

What I like best about Fin by Intercom is how seamlessly it blends AI-powered support with real-time accuracy. It understands complex customer queries and provides instant, relevant answers without sounding robotic. The ability to pull information directly from our help center ensures that responses are always aligned with our brand and policies. It also lightens the load on our support team, allowing them to focus on higher-value tasks while Fin handles repetitive questions. It’s efficient, reliable, and enhances the overall customer experience. Review collected by and hosted on G2.com.

While Fin by Intercom is a powerful tool, one limitation is its occasional struggle with nuanced or multi-layered questions, especially if the help content isn’t very detailed. It may give generic answers or redirect users unnecessarily. Additionally, there’s limited flexibility in tailoring how it phrases responses, which can make it feel slightly less human at times. For complex issues, human follow-up is still essential. Better customization and deeper understanding of context would make it even more effective. Review collected by and hosted on G2.com.

I really like that it's already integrated into the intercom system — it makes things much easier by removing the need to search for an AI bot or figure out which one to use. I also appreciate that it responds to the customer right away. Even if I can't reply immediately, the customer still feels acknowledged and supported. At the moment it is not that frequently used anymore because of the price, but used to be used everyday. Review collected by and hosted on G2.com.

It is quite expensive. Does not always answer to what is asked and can get sidetracked a bit. Review collected by and hosted on G2.com.

the Ability to have all of the channels in one place. to be able to filter out messages for the AI to answer. To be able to assign them to yourself/your CS agent directly with filters and workflows. Support team is lovely and very great at their job too. Review collected by and hosted on G2.com.

I have so much control over what the AI answers and does, but there are some areas that i cant control, weather its the spam folder filtering out some emails on its own or the AI sometimes answering and not assigning until the customer asks to talk to a real person 2-3 times. Review collected by and hosted on G2.com.

We’ve been using Fin by Intercom for a while now, primarily to handle inbound support queries using AI. On that front, it’s doing a decent job - setup was relatively painless, the integration with our help center was smooth, and it handles common customer questions with a good level of accuracy. The conversational flow feels more natural than other bots we’ve tried.

That said, the product feels very focused on pushing new AI-first capabilities at the expense of older, still-useful features. One notable example is Surveys/Product tours, which used to be a valuable part of our support stack. It’s been effectively sidelined — there haven’t been any meaningful updates in ages, and support around it feels minimal. If you were relying on Intercom for feedback collection or structured post-resolution insights, you might be disappointed.

Also worth noting: while Fin can deflect a fair number of tickets, any edge cases or nuanced issues still get escalated to agents pretty quickly. You’ll still need a human support layer. Review collected by and hosted on G2.com.

- users get frustrated when they want to talk to a user and need to go through Fin

- would appreciate more suggestions around what article needs updating or should we create to get ahead of questions. Review collected by and hosted on G2.com.