Comparison
Feb 17, 2025
Deepak Singla
IN this article
Fini AI offers advanced AI-powered customer support agents that integrate seamlessly with various platforms, providing high accuracy and efficient query resolution. Unlike traditional AI tools, Fini AI agents function like human teammates, pulling data in real-time and interacting naturally across languages. With enterprise-grade security and customizable deployment, Fini AI ensures privacy and flexibility, allowing businesses to maintain high support standards and easily transition between platforms.
Fini v/s Ada
Are you tired of spending valuable time and resources on resolving Customer Support tickets? Say goodbye to inefficiencies and hello to streamlined operations with our cutting-edge AI customer support agents.
At Fini AI, we've developed custom AI agents powered by ChatGPT, tailored specifically for Customer Support ticket resolution. Think of it as a new teammate in your customer support team with superpowers to solve thousands of queries 24*7 across languages.
How is Fini AI different?
1. Native AI Support Agent :
At Fini, we've developed your new AI teammate capable of performing tasks just like a human. It can pull data from your tools and databases in real time, analyze images, respond to customers on platforms like Slack and Zendesk, and do it all in a natural, human-like tone. This distinguishes us from other solutions that are merely AI tools with limited features, rather than true native AI agents.
Examples why our native agent approach is better:
You can create multiple agents with different knowledge
You can deploy these agents in different tools (Slack, APIs, Zendesk etc.)
Our AI agents natively embed in all these tools just like your human agent, giving a seamless experience to your users with no differentiation v/s human agent experience. For example when you deploy on Zendesk all interactions stay inside Zendesk
2. Unmatched Accuracy :
At Fini, we take pride in delivering top-notch accuracy, with our AI agents achieving an impressive 97% success rate. How do we do it? We combine our in-house evaluation tool with our advanced multi-layer AI models that are fine-tuned on your data and also continuously learn and improve.
3. Handling Complex Queries :
Fini breaks down complex user questions into multiple sub-queries, enabling our AI models to deploy specialized agents for each part, becoming a key building block to get our agents to 97% accuracy. Using advanced LLMs, we ensure high-confidence answers by efficiently integrating these sub-queries.
4. Seamless human routing :
When our AI systems can't provide an answer or for pre-configured topics, we seamlessly transition customers to human support without any disruption. This ensures a native experience inside zendesk
5. No Vendor lock-in :
Fini can be seamlessly deployed across a variety of platforms including Intercom, Zendesk, Front, Slack, API, Teams, Kustomer, Widget, and Standalone link. Acting as a central AI agent for your company, Fini offers consistent support and engagement across all these channels, ensuring you will be well placed and will be able to use the model you have trained even if you decide to move out of Zendesk in future.
6. Enterprise Grade Security :
Fini adheres to the highest security standards, as evidenced by our compliance with certifications such as SOC2, ISO 27001, and GDPR.
Access our certificates - (Security Portal, AI Portal)
Privacy Features:
PII masking: Fini’s PII shield layer redacts all PII (including social security number (SSN), passport number, driver’s license number, taxpayer identification number, credit card number etc.), maintaining safety-first approach for sensitive user data
Data Processing Agreements: Fini maintains a Data processing agreement with OpenAI, ensuring that your data is private and safe. This agreement restricts OpenAI to use your private data to train any models, and ensures all data is removed from OpenAI servers.
7. Exceptional support :
Building a support company, our company motto is leading by example and delivering exceptional support experiences. Our customers love us not just because of our product, but because we work with them to make sure they are successful. We have dedicated engineers and a white glove onboarding experience to get our customers to >70% coverage of their support issues with 97%+ accuracy. Along with this we have a dedicated slack channel so that our customers can reach out to us 24*7
Here is what our customers say: “The support. I looked through 10 different AI providers and either they didn’t have the integrations we needed or they didn’t have the level of support we needed. Fini was the one that had everything we needed. However, we found it on accident, I talk about it with anyone who will listen because I feel there are other leaders like myself who are looking for this type of solution but are settling for subpar products.”
Here's why our solution stands out, especially when compared to Ada:
Products
Feature | Fini AI | Ada |
|---|---|---|
Native Zendesk experience | ✔ | ✖ |
AI responses | ✔ | ✔ |
AI categorisation | ✔ | ✔ |
Sentiment analysis | ✔ | ✖ |
Internal comments for agents | ✔ | ✖ |
Agent QA tool | ✔ | ✖ |
Actions with AI Agents | ✔ | ✔ |
Advanced Analytics | ✔ | ✔ |
Hybrid search | ✔ | ✖ |
Multiple bots for different use-cases | ✔ | ✖ |
Create AI Knowledgebase from raw documents | ✔ | ✖ |
Create AI Knowledgebase from chats/ emails | ✔ | ✖ |
Manual Workflows | ✖ | ✔ |
Knowledge Base | ✖ | ✔ |
AI capabilities of our agents
Feature | Fini AI | Ada |
|---|---|---|
AI Knowledge from chats/ emails | ✔ | ✖ |
AI Knowledgebase from raw documents | ✔ | ✖ |
Answering complex queries | ✔ | Limited* |
Reinforcement Learning from agent feedback | ✔ | ✔ |
Multi LLM architecture for high accuracy | ✔ | NA |
LLM filtering capabilities | ✔ | NA |
LLM reasoning capabilities | ✔ | NA |
Automated LLM evaluation | ✔ | NA |
AI Actions | ✔ | ✔ |
Get live data from multiple sources | ✔ | ✔ |
*Based on internal testing from Fini
Platform
Feature | Fini AI | Ada |
|---|---|---|
Accuracy (internal Fini benchmarks) | 95%+ | 80% |
Zero Code Setup | ✔ | ✔ |
Configure Tone | ✔ | ✔ |
Multilingual Support | ✔ | ✔ |
Learning with feedback | ✔ | ✖ |
Dedicated AI Engineer | ✔ | ✖ |
Model fine-tuning | ✔ | ✖ |
White glove onboarding | ✔ | ✔ |
Dedicated Slack channel | ✔ | ✔ |
Enterprise Grade Security (SOC2, ISO 27001, ISO 42001) | ✔ | ✔ |
Integrations
Input Data Integration | Fini AI | Ada |
|---|---|---|
Zendesk | ✔ | ✔ |
Web links | ✔ | ✔ |
G-drive | ✔ | ✖ |
Notion | ✔ | ✖ |
Confluence | ✔ | ✖ |
File uploads | ✔ | ✔ |
APIs | ✔ | ✔ |
Output Data Integration | Fini AI | Ada |
|---|---|---|
Zendesk Email | ✔ | ✔ |
Zendesk Chat | ✔ | ✔ |
Intercom | ✔ | ✖ |
Front | ✔ | ✖ |
Slack | ✔ | ✖ |
Discord | ✔ | ✖ |
Teams | ✔ | ✖ |
Kustomer | ✔ | ✖ |
✔ | ✖ | |
Shopify | ✔ | ✖ |
Widget | ✔ | ✖ |
APIs | ✔ | ✖ |
Standalone Link | ✔ | ✖ |
Conclusion:
Higher Accuracy and Advanced Capabilities: Fini AI achieves over 95% accuracy compared to Ada's 80%, with advanced features like multi-LLM layers, reinforcement learning from agent feedback, and LLM reasoning.
Seamless Integration and User Experience: Fini AI offers a native Zendesk experience, supports multiple platforms (e.g., Slack, Intercom, Teams), and provides a seamless, human-like interaction that Ada lacks.
Superior Support and Customization: Fini AI provides dedicated AI engineers, white glove onboarding, and continuous learning with feedback, ensuring better support and customization compared to Ada.
Platform Capabilities
1. What makes Fini a native AI agent instead of just a chatbot?
Fini is designed as a native AI support agent that behaves like a real teammate. Unlike chatbots that only respond with pre-written answers, Fini can fetch live data, trigger actions, break down complex queries, and operate naturally across platforms like Zendesk, Intercom, Slack, and more.
2. How does Fini handle real-time data fetching compared to Ada?
Fini connects directly to your internal tools and databases via APIs, allowing it to pull live data on-the-fly. This enables contextual, accurate, and timely responses. Ada, on the other hand, relies heavily on static flows or pre-programmed responses.
3. Can I use multiple AI agents in Fini for different departments?
Yes, Fini allows you to create and manage multiple AI agents, each with distinct knowledge and tone. This means you can tailor agents for sales, support, billing, or tech—something Ada doesn’t offer out of the box.
4. Does Fini support complex workflows and escalations within Zendesk?
Absolutely. Fini natively integrates with Zendesk and respects your ticketing rules, macros, and triggers. It can also loop in human agents for sensitive or unclear queries through intelligent confidence-based routing.
5. Is tone configuration possible in Fini?
Yes, you can configure Fini to respond in different tones—professional, friendly, or humorous—based on your brand’s personality. This ensures a consistent voice across customer interactions.
6. What is the zero-code setup advantage of Fini?
Fini offers plug-and-play deployment with intuitive UI and automatic data syncing, so you can go live in days—not weeks—without writing code. Ada also offers zero-code setup, but lacks the same native depth of automation.
7. How does Fini ensure long-term AI learning?
Fini uses a reinforcement learning loop powered by live agent feedback and outcome tracking. It continues to refine responses and improve performance across use cases—whereas Ada is more flow-based and less iterative.
8. How does sentiment analysis in Fini work compared to Ada?
Fini analyzes customer tone and urgency in real-time to prioritize tickets and customize escalation. Ada lacks native sentiment analysis, which limits its contextual response accuracy.
AI Capabilities
9. What is Fini's AI accuracy compared to Ada?
Fini consistently delivers 95%+ resolution accuracy thanks to multi-layered LLMs, fine-tuned on client-specific data. Ada averages around 80%, making it less reliable for complex queries.
10. How does Fini break down complex questions?
Fini decomposes long queries into logical sub-questions and routes each to specialized agents, ensuring accurate resolution even when customer messages contain multiple topics.
11. Can Fini generate a knowledge base from raw documents?
Yes, Fini automatically parses documents like PDFs, Notion pages, and Confluence articles to build structured, searchable knowledge bases. Ada does not support this natively.
12. Can Fini build a knowledge base from past chats and emails?
Absolutely. Fini’s Chat-to-Knowledge Base feature turns your historical support data into training material and FAQs. This allows you to bootstrap support automation even without a formal help center.
13. What LLM infrastructure powers Fini?
Fini uses a multi-LLM architecture to combine reasoning, retrieval, and generation. It dynamically routes queries across GPT-4, Claude, and open-source models for optimal performance.
14. Does Fini support automated model evaluation?
Yes. Fini’s evaluation engine scores response accuracy, confidence, and alignment using real conversation data. This helps track performance by topic and identify improvement areas.
15. What makes Fini’s reinforcement learning better than Ada’s?
Fini learns from real agent feedback, QA scores, and customer satisfaction metrics—feeding this into model retraining pipelines. Ada offers limited feedback-based learning and relies more on flow optimization.
16. Does Fini support LLM reasoning and filtering?
Yes. Fini filters hallucinated responses, performs logic checks, and uses reasoning modules to make answers more accurate. These capabilities are missing or limited in Ada.
Security and Privacy
17. What security certifications does Fini comply with?
Fini is certified for SOC 2, ISO 27001, and ISO 42001. These certifications ensure top-tier data protection and operational integrity.
18. How does Fini handle sensitive data like PII?
Fini includes an advanced PII shielding layer that automatically redacts sensitive user data like SSNs and credit card numbers before processing, ensuring compliance and privacy.
19. What data processing agreements does Fini offer?
Fini has a strict DPA with OpenAI that ensures customer data is never used for model training. All data is automatically purged from OpenAI systems after processing.
20. Is Fini GDPR compliant?
Yes. Fini offers full GDPR compliance, including data export, deletion requests, and secure data handling for EU-based customers.
Deployment and Integrations
21. Can Fini run across platforms like Zendesk, Intercom, and Slack?
Yes, Fini is designed to be platform-agnostic and integrates with Zendesk, Intercom, Front, Slack, Microsoft Teams, Discord, and even standalone widgets.
22. Does Fini maintain native experience inside Zendesk?
Fini embeds directly into Zendesk’s agent workspace—replying, tagging, escalating, and commenting just like a human agent. Ada lacks this level of native integration.
23. What input data sources does Fini support?
Fini supports web links, G-Drive, Confluence, Notion, file uploads, and API feeds as data sources for building knowledge bases.
24. How does Fini compare in terms of output channel coverage?
Fini supports Zendesk email and chat, Intercom, Slack, Discord, Teams, WhatsApp, Shopify, and more. Ada primarily focuses on chat and email.
25. Can Fini be deployed via API or standalone link?
Yes, Fini supports flexible deployment via API or as a standalone link—great for embedding agents in portals or gated environments.
Performance and Customization
26. How fast can Fini be deployed?
With white-glove onboarding and pre-built integrations, most customers go live with Fini in under 7 days.
27. Can Fini agents be fine-tuned on our data?
Yes, Fini supports model fine-tuning based on your historical data, preferred tone, escalation triggers, and even product catalog nuances.
28. What kind of onboarding support does Fini offer?
Fini provides a dedicated AI engineer, Slack channel, and knowledge management support during onboarding. Ada’s setup is more self-serve.
29. Can we train Fini to behave differently across teams?
Yes. You can configure different agents per region, department, or brand—each with their own data, tone, and permissions.
30. How does Fini support analytics for optimization?
Fini provides analytics dashboards for resolution rate, fallback triggers, confidence scores, missed intents, and retraining suggestions.
Customer Success and Support
31. What kind of support does Fini provide post-deployment?
Fini assigns a dedicated success manager and engineer to ensure continued performance, quarterly reviews, and feature updates.
32. How does customer feedback improve Fini’s model?
Fini’s built-in QA tool collects feedback from human agents, which directly informs model retraining and accuracy improvements.
33. Does Fini help manage knowledge gaps?
Yes. Fini highlights low-confidence topics and unanswered queries, helping your team proactively fill content gaps in your knowledge base.
34. Can Fini auto-categorize support tickets?
Yes. Fini uses advanced classification models to auto-tag tickets into hundreds of custom categories, reducing manual effort.
35. What success metrics does Fini track?
Fini tracks accuracy, CSAT, FCR (first contact resolution), fallback rate, and coverage—helping you quantify impact with real data.
Business Impact
36. How does Fini reduce support costs?
By automating up to 80% of repetitive queries and providing tools to help agents respond faster, Fini reduces cost per ticket significantly—often by 50% or more.
37. What kind of ROI can we expect with Fini?
Customers like Klarna and DistroKid have seen up to 10x ROI through support automation, faster resolution, and agent productivity gains.
38. Can Fini improve CSAT and retention?
Yes. Fast, accurate, and helpful responses significantly improve customer satisfaction scores, which in turn boost retention and LTV.
39. Is Fini suitable for high-volume teams?
Absolutely. Fini scales horizontally across tens of thousands of tickets per week, making it ideal for enterprise-scale use.
40. Who should choose Fini over Ada?
If your business needs native agent experience, deeper integrations, stronger accuracy, security, and white-glove support—Fini is the clear winner.
More in
Comparison
Co-founder
