The future of digital customer service
The GartnerⓇ 2025 Competitive Landscape: Digital Customer Service report highlights how leading companies are using AI to move from one-off interactions to seamless, continuous customer experiences. Get the insights shaping the future of customer engagement.AI at the core of DCSSeamless, channel-less CXVendors redefining competition
From the report
We believe Fin stands out with competitive pricing, 99.9% accuracy, & proprietary AI.
We believe Fin stands out with competitive pricing, 99.9% accuracy, & proprietary AI.
Intercom delivers Fin AI Agent and Helpdesk on a unified platform, supporting voice, SMS, chat, video, in-app, OTT messaging, plus AI-powered knowledge, analytics, workflow automation, and an embeddable agent desktop.
Accuracy rate
99.9%Fin is built on top of multiple models with its proprietary system, resulting in a 99.9% accuracy rate.
Resolution rate
67%Fin now achieves a 67% resolution rate across its customer base, increasing on average one percentage point per month.
Get the full report for more details
Published August 25, 2025
Gartner, Competitive Landscape: Digital Customer Service
Gartner, Competitive Landscape: Digital Customer Service
By Ajit Patankar, Brian Doherty, Brett Overbey. Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Seamless integration
Fin works with any helpdesk
Set up Fin with your existing helpdesk or as part of the Intercom Customer Service Suite—with support for additional platforms and custom channels.
Key features
- Set up in under an hour.
- Integrates into your current support channels—tickets, email, live chat, and more.
- Follows your existing assignment rules, automations, and reporting.
- Escalates to agents in your preferred inbox.