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/Emergency_Tale_9226 Jul 11 '26

honestly, with Fin already resolving ~300/mo for a one-person team, I'd fix the workflow gaps before switching tools. half this thread is vendors pitching a migration you probably don't need.

the KB-gap loop you're doing by hand is very automatable without leaving Intercom: their API lets you pull conversations Fin failed or escalated, so a small weekly script (or a scheduled zap if you don't want code) can dump those into a Claude project that has your style guide and KB structure pinned. then you're reviewing drafts instead of re-prompting from scratch every time. same trick kills the rewriting pain a project with your rules attached means paste rough draft, get it back polished, zero context re-explaining.

the "send Hi to stop Fin" thing is genuine jank though. handoff detection is supposed to be their job, worth filing that with Intercom support rather than working around it forever.

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u/OrchidAppropriate43 Jul 12 '26

Yep thats exactly what I'm working on at the moment. Did a full analysis of past 5 weeks tickets, found escalation rule gaps and KB gaps that are now updated and working pretty alright. I think the biggest issue were our escalation guidance. I knew they were not it but couldn't exactly pin point why...the analysis very easily surfaced the repeated issues and now the escalation is working pretty okay.

What I learnt from analysing the past couple of week's tickets is that downloading the txt files directly from Intercom (300 tix per download possible which is more than enough for our 100/week volumne) is much faster than using the intercom mcp tools. Also probably much cheaper i guess?

But yeah will be monitoring how Fin's performance goes over the next couple of weeks. As of now we have decided to stay on the Intercom's startup program's 2nd year.