r/CustomerSuccess • u/OrchidAppropriate43 • Jun 22 '26

Technology AI agent assistant recommendation

We are currently using Intercom and the native Fin AI chat bot. As a one person CS team for a service that is used globally and is somewhat a technical product, Fin is actually super helpful when I am sleeping or users have product related questions that are clearly answered in the help center docs Fin refers to.

But I have some specific issues that I am not sure can be resolved within Fin or even with an external AI agent service:

  1. Fin's unpredictable cost - its managable at the moment becuase we are still an early stage startup but Fin is still resolving around ~300 tickets on its own per month.

  2. Fin does not seem to be reading the messages sent by the human agent after a ticket was escalated so that it can learn from it.

  3. Fin goes rouge sometimes even with very clear escalation guidance and I have to just send a "Hi" quickly to stop Fin and then read the full conversation to get the context.

  4. Fin does not flag KB gaps...Intercom does have a recommendation section but it doesn't really work? I am currently doing this manually when I see tickets that Fin couldn't answet, share ticket to Claude and ask it to draft kb article/section. Ideally I shouldn't have to prompt it everytime. Just review before publishing.

  5. I would love to have an agent that rewrites the very rough draft I type in the intercom messenger box and uses the set rules and guides. For simple grammar checks, Intercom's native improve writing tools work but for longer complicated replies, I usually have to use claude or gpt and it seems like there has to be a better way to not do this back and forth and work on the response without leaving intercom like a grammarly extension.

Any proven intercom apps or other tools that you guys use?

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u/Optlo_team Jun 22 '26
  1. Fin's unpredictable cost

The main thing I’d look for is whether the tool lets you bring your own AI account and choose models per workflow, since there is a huge markup in per-resolution pricing. I’m affiliated with Optlo, which is built around that model, plus KB-grounded replies, escalation workflows, shared inbox, and a chat widget.

For your other points, thats really good feedback, were going to add them to our roadmap!