Fin

Pros: I like how we can turn off and on We are super big on being real people speaking with real people, however during holidays or log 3 day weekends we have the option to turn off to allow our customers to use self service features Really helps improve our customer support to our outstanding clients

Cons: We needed to train it more when it first started, so escalating right off the back was an issue at first but once we trained AI, we have no had problems

Pros: It's accurate and to the point, obviously depending on an up-to-date knowledge base. So get your Intercom articles in the best shape possible, and FIN will surprise you.

Cons: Like a lot of generative AI, responses can be pretty lengthy. With the current attention span of humans, this could be a limitation (as they would then quicker ask for a human...).

Pros: I would have to say the article feature, it gives such define information to emails, I also love that you're able to see all who's online without having to search

Cons: I can't say there's any dislike to it, it's such an amazing tool, I thought it would've been difficult but no dislikes

Pros: Fin provides highly accurate responses by leveraging our help documentation and past conversation data. It reflects product updates and policy changes well, which builds trust in the answers it delivers.

Cons: In some cases, an inaccurate response is sent and the conversation ends without correction, which can be problematic.

Pros: Fin has been extremely effective at handling high-volume, repetitive support questions while maintaining accurate and on-brand responses. It integrates well with existing help content, reduces first-response time significantly, and allows our team to focus on more complex, high-value conversations. The ability to continuously improve answers based on real conversations is a major strength.

Cons: Some advanced customization and fine-tuning still require trial and error, especially when optimizing responses across multiple use cases. Deeper visibility into why certain answers are selected—and more granular controls—would make ongoing optimization easier for larger or more complex support teams.

Pros: Fin has become a must have for our customer support. It answers customer questions within seconds, often before we even open the chat, and provides accurate responses. While it does require adding help articles and support documentation, it’s been a real game changer for our team.

Cons: Initially, Fin didn’t support image based responses in chat, but that capability was added recently and it’s been a huge improvement. Being able to include images alongside step by step guidance makes the responses incredibly clear and effective.

Pros: Customer support is great. Implementing wasn't too difficult, but of course requires effort. Using Intercom to support our case intake has helped during off-hours.

Cons: The changes we had to make in how we structured our knowledge articles to support Fin(Kosmo) in digesting our knowledge base do take a bit of time to roll out and upkeep, but it does contribute to a better UX overall, even for humans reading the articles.

Pros: Fin is highly customisable and very clever, it can provide T1 / 1.5 level support and resolve customer queries promptly 24/7 while we sleep with quality, considered answers that are tailored for even rare issues. FIN does a credible job of matching issues with our online help to quote the right fix for most issues.

Cons: Randomly closes or commandeers conversations without approval. The workflows to manage presales conversations are inconsistent and sometimes FIN hallucinates about capability which can be misleading.

Pros: the initial ease to set up is what won me over. we already had a well furnished help center and that was enough to get him started and already showing out of this world level results!

Cons: it its AI i want to be able to talk to him about my actual use of it. Fin and intercom pride themselves in no or low code but sometimes i get lost in the workflows and overlaps and would like his assistance inside my wrokspace as if i had an engineer on hand at all times.

Pros: I like that Fin can help to resolve conversations with customers without human interaction. I've found that it's helpful around 60% of the time which frees up my team's time to focus on other work.

Cons: I don't like that Fin tells customers to reach out to us for support through the chat or by emailing us when the customer has already reached out for support. Fin should know that the customer is already attempting to get support and should just pass them over.

Pros: I like how quickly it generates answers by consulting the Help Center and saved answers, understanding the question asked in a natural way.

Cons: As a point for improvement, Intercom has some additional parameters and information such as Lead data, User data or Company details, which would be interesting for FIN to be able to use in its interactions.

Pros: FIN is a great tool and a true support partner; after implementing it, I reduced the team’s operational workload by 65%.

Cons: I can’t think of anything negative about FIN; it’s truly a great tool and a huge help for the support team."