Fin AI Agent over phone

Let's be honest, when a problem gets really complicated, customers still pick up the phone. The tricky part for any business is handling all those calls without long hold times or being limited to a 9-to-5 schedule. AI is supposed to be the answer here, promising 24/7 voice support that actually sounds human.

Intercom’s Fin is one of the big players in this field, with an AI agent that aims to have natural, helpful phone conversations. But does it actually deliver? This article is a straightforward look at the Fin AI Agent over phone. We’ll cover what it does, how to set it up, and some of the big limitations you need to know about, especially when it comes to pricing and connecting it with the tools you already use.

What is the Fin AI Agent over phone?

The Fin AI Agent over phone (or Fin Voice, as it's often called) is Intercom's conversational AI built for your phone support. Think of it as an automated front-line agent that’s always working, ready to pick up a call the second it comes in.

Its main goal is to figure out what a customer needs, pull an answer from your knowledge base, and deliver it in a way that doesn't sound like a robot. If a question is too tough or the customer just wants to talk to a person, it’s supposed to route the call to the right human agent. Intercom claims this will slash wait times, keep support open 24/7, and let your team focus on more complex issues. It’s a key piece of Intercom’s AI suite, and it’s definitely built to keep you within their ecosystem.

Core features and capabilities of the Fin AI Agent over phone

Before we get into the setup headaches and costs, let’s look at what Fin Voice can actually do. It has some impressive features, but they often come with a side of complexity.

Conversation handling and task automation

Fin Voice is built to sound natural. It can speak over 28 languages with local accents and won't get flustered if a customer interrupts. It gets all its answers directly from your support content, like articles in your Intercom Help Center.

For more involved tasks, Intercom has features called "Fin Tasks" and "Procedures." The idea is to guide the AI through step-by-step workflows, like checking an order's status or starting a return. In theory, this is great. In practice, it means you have to build and maintain a library of detailed instructions for the AI, which can quickly turn into a full-time job.

Training and customization with Fin Guidance

You can't just flip a switch and expect Fin to work perfectly. Its success really hinges on how clean and organized your support content is. On top of that, you have to actively train it using a feature called "Fin Guidance."

This feature lets you use plain English to teach Fin about your company’s tone, personality, and specific rules. For instance, you can tell it, "If a customer asks about a refund, always send them to the billing team." It’s a handy way to stay in control, but it demands constant babysitting. You’ll find yourself writing, testing, and rewriting these prompts to make sure the AI doesn't go off script.

A screenshot of the Fin Guidance feature for the Fin AI Agent over phone, showing how users can input plain English rules.

Reporting and analytics

After each call, you get a full report in the Intercom Inbox. This includes a complete speech-to-text transcript, a recording of the call, and an AI-generated summary. You can also track things like how many calls Fin resolved on its own and the average call length.

These reports are good for seeing what Fin did, but they often don't explain why it messed up. If Fin gives a wrong answer or completely misunderstands a customer, you usually have to comb through the transcripts yourself to find the gap in its knowledge.

The reporting and analytics dashboard for the Fin AI Agent over phone, displaying call resolution rates and average call length.

Feature	Description
Multilingual Support	Answers calls in over 28 languages with localized accents.
Custom Guidance	Allows admins to define tone, vocabulary, and support policies.
AI-Powered Routing	Uses AI to categorize issues and route calls to the correct team.
Call Transcripts	Provides full speech-to-text transcripts and AI summaries for every call.
Third-Party Integration	Connects to external phone systems via PSTN or SIP (with some work).

Setting up and integrating the Fin AI Agent over phone

Okay, this is where things can get messy. Setting up Fin Voice really depends on how deep you are into the Intercom platform. This can be a real pain for teams that are perfectly happy with their current tools.

The straightforward path: Native Intercom setup

If your team is all-in on Intercom and already uses Intercom Phone, then getting Fin Voice started is pretty simple. It's built to click right into their native setup.

The only problem? This creates a walled garden. The ease of use is a trade-off for being locked into Intercom for everything. If you like your current helpdesk or phone provider, this isn't a great option and can feel like you're being pushed into a corner.

The complex path: Integrating with your existing phone system

If you want to keep your current phone system (like Aircall, Talkdesk, or Genesys) and just add Fin Voice, get ready for a technical project. Intercom gives you two main ways to connect:

1. PSTN (Call Forwarding): This is the "easy" route, but it's a bit clunky. You have to buy a new phone number from Intercom and then set up call forwarding from your main business number. So, a customer calls you, gets forwarded to Intercom, and if Fin can't solve it, the call gets forwarded back to your team. It’s a roundabout process with extra steps that can cause delays or just fail.

2. SIP Integration: This is a more direct internet-based connection, but it's not for the faint of heart. It requires a fair bit of technical know-how to configure everything correctly within your phone system. It’s definitely not a plug-and-play solution.

Both options feel more like temporary workarounds than real, seamless integrations. They add extra layers that are a headache to manage.

The challenge of a disjointed setup

Fin's approach to integration just feels a bit old-school. It basically asks you to either move your entire phone operation over to their platform or build a clunky forwarding system. A modern tool should adapt to your workflow, not force you to change it.

This is where a tool like eesel AI is built differently. It plugs right into the helpdesk you already use, whether that's Zendesk, Freshdesk, or even Intercom, and you can get it working in a few minutes. There's no need to switch systems or deal with awkward call forwarding. eesel AI connects all your company knowledge, from Confluence and Google Docs to your past support tickets, giving your AI the complete context, not just what's in a single knowledge base.

Pricing and limitations of the Fin AI Agent over phone

And now for the part that can cause some real sticker shock. Intercom's pricing for Fin Voice isn't a simple monthly fee, and the model they use can make budgeting feel like a guessing game.

A breakdown of Intercom's pricing model

First off, you need an active Intercom subscription, with plans starting at $39 per person, per month. On top of that, you’ll pay an extra $0.99 for every single resolution Fin handles.

So, what counts as a "resolution"? Intercom defines it as any time a customer hangs up after Fin provides an answer, or if they verbally confirm their issue is solved. This means you get charged even when a customer just gives up and disconnects without a word.

The big problem with per-resolution pricing

This model makes your costs totally unpredictable and they can spiral out of control fast. The better Fin does its job and the more calls it resolves, the more you pay.

If you're trying to manage a budget, that's a massive red flag. A busy month could lead to a shockingly high bill you didn't plan for. It almost feels like you're being penalized for automating successfully. You might even find yourself hesitant to let the AI handle too much because every resolution costs you more money.

A transparent alternative: eesel AI's predictable pricing

This is where a different approach to pricing makes all the difference. eesel AI has no per-resolution fees. Our plans are based on a flat number of AI interactions per month, so your costs are stable and you know exactly what you're paying upfront.

This model actually encourages you to automate as much as you can. You can let the AI answer thousands of questions without worrying about your bill skyrocketing. You're rewarded for being more efficient, not punished for it. And with flexible month-to-month plans, you can give it a try without being stuck in a long-term contract.

Aspect	Intercom Fin AI Agent over phone	eesel AI
Base Cost	Requires Intercom Support Plan (starting at $39/seat/mo)	All-inclusive plans starting at $239/mo (billed annually)
Usage Cost	$0.99 per resolution	$0 per resolution (included in plan's interaction limit)
Predictability	Low. Costs scale with call volume, making budgeting difficult.	High. Flat monthly fee for a set volume of interactions.
Incentive	Discourages high-volume automation due to escalating costs.	Encourages automation by making it cost-effective.

Is the Fin AI Agent over phone right for you?

Intercom's Fin AI Agent over phone is a decent tool, but it definitely comes with some strings attached. It really only makes sense for companies that are already fully committed to the Intercom ecosystem and don't mind its rigid integration rules or its unpredictable pricing model.

For most teams, the hassle of a complicated setup and the stress of a bill that changes every month are pretty big dealbreakers. If you’re looking for an AI solution that’s powerful, easy to use, and won’t break the bank, you’ll probably want to look elsewhere.

eesel AI offers a self-serve platform that you can set up in minutes, not months. It works with the tools you already use and offers clear, predictable pricing that actually helps you save money. See how much you can automate by starting a free trial or booking a quick demo.