Intercom Fin 2: comparing AI agents for customer support

Key features of Intercom Fin 2

Fin 2 builds on the original Fin AI agent, adding a bunch of improvements designed to make it perform better and handle more things. Intercom reports that Fin 2 can resolve an average of 51% of customer queries with 99.9% accuracy right out of the box. These updates generally fall into four main areas: knowledge, behavior, actions, and insights.

Knowledge capabilities

A big part of Fin 2 is its central Knowledge Hub. This is where you load up Fin with all the info it needs to learn about your product or service. It can pull from different places like your help center articles, internal documents, PDFs, pages on external websites, and even databases. Once you connect these sources, Fin automatically keeps up with the latest information, so you don’t have to manually update it every time something changes. Fin 2 can also put together information from several sources to create more complete, specific answers, much like a human agent would.

Behavior customization

Fin 2 lets you have some say in how it talks to customers. You can tweak its tone of voice by picking from five options (like professional or friendly) and choose between shorter, direct replies or longer, more conversational ones. This helps make sure Fin’s interactions match your brand’s style. It also works in multiple languages, automatically translating content in real-time to handle conversations in over 45 languages. With AI Category Detection and Workflows, you can set up rules for how Fin handles certain topics or customer situations, like sending conversations about refunds or bug reports to the right team.

Actionable AI

Beyond just answering questions, Fin 2 can actually do things for customers by connecting to other systems. This means it can grab information like order status or customer-specific details and even perform tasks like updating a shipping address or changing a subscription. You can set up these actions using templates and simple language instructions, telling Fin when and how to use these connections.

Performance insights

Fin 2 gives you several AI-generated reports to help you keep an eye on how it’s doing and the overall health of your support operation. These include AI Generated CSAT (Customer Satisfaction), Conversation Quality reports that highlight topics where performance is high or low, and a Holistic Overview Report that brings together insights from both human and AI conversations. This gives you tools to understand what’s working well and where you might need to make adjustments.

Intercom Fin 2 pricing explained

Understanding how much AI agents cost is a big deal, and Intercom Fin 2’s pricing has a specific setup. While the Fin AI Agent is available on every Intercom plan, you pay an extra fee based on how many issues it resolves.

The main cost for Fin 2 is $0.99 for each resolution. Intercom counts a resolution when a customer closes the conversation or says they were happy after Fin’s last answer in that chat. If Fin handles several questions in one conversation and the customer is satisfied at the end, you only get charged one resolution for that whole conversation during the billing period.

It’s worth noting that you can’t just buy Fin 2 by itself if you’re using Intercom’s platform. You need to subscribe to one of their main plans, and the $0.99/resolution cost is on top of the per-seat cost of that plan.

Here’s a quick look at the base Intercom plans that include access to the Fin AI Agent:

If you’re using a different helpdesk like Zendesk or Salesforce, Intercom also offers a standalone Fin option at $0.99 per resolution, with a minimum of 50 resolutions per month, and no extra seat costs.

Things that can make your total cost go up include:

• How many resolutions Fin achieves (which can get “extremely expensive for large businesses with tens of thousands of customers”)
• How many seats you have on your base Intercom plan
• Potentially usage on different channels

You can find more details on the Intercom pricing page.

Where Intercom Fin 2 might not be the best fit

While Fin 2 has some impressive abilities, it’s not going to be the perfect tool for every single business out there. It really shines brightest when you’re already deep into using the Intercom system. If your daily tasks or important knowledge live outside of Intercom, you might run into a few roadblocks.

Integrations

Fin 2 is really built to work best for teams who already use Intercom as their main support platform. While it can connect to some external systems for actions, getting Fin to learn from content stored in tools like Google Drive, Confluence, or other external knowledge bases might take extra steps or workarounds to get everything into Intercom’s Knowledge Hub. This can be a bit of a pain if your company’s information is spread across lots of different platforms. On the flip side, eesel AI is designed to connect with over 100 platforms right out of the box, automatically syncing content from diverse sources like Google Drive, Confluence, and lots more, without you having to move everything manually. You can learn more about how eesel AI handles integrations on our integrations page.

Customization

Fin 2 offers tone presets and controls for how long responses are, which is nice for basic branding. But it doesn’t give you super detailed control for more specific communication styles or complex brand voices. You can’t easily give it really detailed instructions or specific language rules to fine-tune its personality or how it handles unique situations. The workflows are also pretty straightforward. eesel AI, however, gives you full control over the prompts, letting you define exactly how your bot talks, its personality, and how it acts in different scenarios, giving you much deeper customization.

Training

Fin 2 can learn from past tickets, but you can’t really filter or edit that process much. If your past conversations have old info or inconsistent answers, Fin could potentially pick up on and repeat those mistakes. eesel AI handles this differently by turning past tickets into knowledge base articles you can edit. This lets you review, clean up, and choose the information your AI bot learns from, helping ensure higher accuracy right from the start.

Testing

Intercom gives you tools to test Fin’s responses before you roll it out widely. However, these tests might not perfectly capture every single real-world edge case or complicated customer interaction. Teams dealing with sensitive or a huge volume of support might find they need extra review steps or a very cautious approach when launching to avoid unexpected behavior. eesel AI offers controlled testing environments, letting you test workflows on specific types of tickets or roll it out to a small group of agents first. This gives you more confidence before you launch it everywhere.

Comparing AI agents: Intercom Fin 2 vs. alternatives

Intercom Fin 2 is definitely a strong player in the AI support game, especially if you’re already heavily using the Intercom platform. However, the right AI agent for you really depends on your business’s specific setup and what you care about most. Different tools have different strengths, particularly when it comes to how they connect with your existing systems and how their pricing works out.

This is where looking at alternatives comes in handy. eesel AI, for instance, is built to be a powerful, flexible, and cost-effective option that works across lots of different platforms, not just within one system.

Here are some key differences:

• Pricing model: Intercom Fin 2 uses a mix of per-seat costs for the base plan and that per-resolution fee for the AI ($0.99/resolution plus your base plan seat cost. This per-resolution model can make costs unpredictable and potentially shoot up quickly, especially as you get more tickets. eesel AI uses a pay-per-interaction model with usage-based tiers and no per-agent fees. This tends to give you more predictable costs and avoids that big jump you see with per-resolution fees when you have lots of volume. You can see how eesel AI’s pricing compares on our pricing page.
• Integrations and workflow flexibility: As we mentioned earlier, Fin 2 is mostly focused on the Intercom system. Getting it to work smoothly with knowledge and tasks that live in other tools like Google Drive, Confluence, or even different helpdesks might mean finding workarounds. eesel AI is built to be flexible, connecting with over 100 platforms right away. This includes popular helpdesks like Zendesk, Freshdesk, and yes, even Intercom, plus many different knowledge sources like Google Docs, Confluence, and Slack. eesel AI works with the tools and content you already have, meaning you don’t have to move everything to a new system.
• Customization and training: Fin 2 offers limited tone options and simpler ways to set up workflows. If you need your AI to sound exactly like your brand or handle complex, multi-step tasks, you might find it a bit limiting. eesel AI gives you full control over the prompts, letting you set up detailed branding and automate complex workflows with specific instructions. When it comes to training, Fin 2 learns from past tickets but without much filtering. eesel AI handles this differently by turning past tickets into editable articles you can edit. This lets you review, clean up, and choose the information your AI bot learns from, helping ensure higher accuracy right from the start. It can also train on a wider variety of sources with automatic syncing.
• Testing and deployment: Fin 2 lets you test things with simulations, but how it performs in the real world might be a bit different. This means you might want to be extra careful when you first roll it out. eesel AI provides a controlled testing environment and lets you choose to roll it out to specific agents or types of tickets first. This gives you more control and confidence before you launch it everywhere.

Here’s a quick comparison table:

How to choose the right AI agent for your business

Picking the best AI agent isn’t just about grabbing the one with the most bells and whistles. It’s about finding the tool that fits smoothly into how you already work and actually helps you hit your specific goals. When you’re looking at options like Intercom Fin 2 and its alternatives, ask yourself a few key questions:

• What helpdesk and other tools are absolutely essential to your workflow? How important is it for your AI to connect deeply with all of them, not just one?
• What’s your usual ticket volume like? How much do you need your monthly AI costs to be predictable, even if that volume changes?
• How important is it to have really detailed control over how your AI sounds, its personality, and how it decides things?
• Where is all your support knowledge stored right now? Do you need the AI to learn from places like past tickets, internal notes, or documents that aren’t in your main help center?
• How comfortable are you launching new AI workflows without a lot of testing in a controlled environment first?

Thinking about the answers to these questions will help you see which AI agent lines up best with the tech you use, your budget, and what you need to get done day-to-day.

Finding your ideal AI support partner

Intercom Fin 2 is a strong option, especially if your team already works inside the Intercom platform. It handles common tasks well, offers helpful reporting, and brings a modern approach to AI in customer service.

But if your support stack includes tools outside of Intercom, or if you need more flexibility in how your AI behaves and what it learns from, Fin 2 might not give you enough control. This is where eesel AI comes in.

It connects with the tools you already use, including Zendesk, Freshdesk, Google Drive, Confluence, and more. eesel AI fits into your workflow without forcing a full migration. You get transparent pricing based on usage, full control over how your agent responds, and the ability to test things safely before going live.

If you are exploring smarter and more flexible ways to automate support, eesel AI can help. Start your free trial or book a demo to see how it fits into your team’s day-to-day work. At the end of the day, the best AI agent is the one that helps your team do their job, fits your budget, and works smoothly with how you already operate.