Hello Intercom Community!
We have been live with Fin for just over a year now. We began small with a subset of beta users, then went live with all users on our Cloud platform on January 1st 2026. While there are bumps and dissenters, overall the reception was positive and we saw steady growth/use AND witnessed a direct decline in the number of support cases, which is one of the primary goals.
HOWEVER. We seemed to have plateaued and are now seeing a change in Customer behavior as users are actively avoiding Fin: while the number of daily chats remains about the same (as we are adding new users weekly), we have seen a steady increase in our support call and email volume over the last 2-3 months (see the below chart which clearly shows this shift in behavior; Fin is replacing the ‘In-app’ support channel, but notice how the Call and Email channels are now steadily increasing).
Note: We currently have Fin setup to only act as a ‘first line of defense’ on questions, and he does NOT interact with our emails or ServiceCloud cases in general (only creates the case when an escalation is needed).
