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 Fin
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, and respond to customers on platforms like Slack, In-app chat and Intercom, 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, Intercom, 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.
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 advanced models that continuously learn and improve.
Fini uses smart, multi-layer AI models to respond to customers with over 97% accuracy across various use cases, including support, marketing, and product recommendations. Our system ensures that every interaction is precise, helpful, and tailored to meet your needs.
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 that users never feel lost or confused, as they're smoothly guided to human assistance when needed. Our system is designed to prioritize user experience, providing a seamless handoff that ensures every question receives the attention it deserves from our team of experts.
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 smooth communication and efficient problem-solving for your customers.
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
Roles based Access: Fini is a headless product that allows you to deploy the application in your intranet using our APIs. This ensures 100% control for your infosec and IT teams, to give access to Fini AI chat based on employee roles and permissions.
Compliance :
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.
Other Security features :
Encryption: All data, both at rest and in transit, is encrypted using state-of-the-art encryption algorithms.
Access Control: Strict access controls are in place to ensure only authorized personnel have access to your data.
Regular Audits: We conduct regular security audits to identify and rectify any potential vulnerabilities.
Interoperability: Our services are designed with interoperability in mind. APIs allow for seamless interaction between your cloud environment (GCP, Azure or AWS) and our services.
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 Intercom Fin:
Products
Feature | Fini AI | Fin Intercom |
|---|---|---|
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 | ✔ | ✖ |
AI Knowledgebase from raw documents | ✔ | ✖ |
AI Knowledgebase from chats/ emails | ✔ | ✖ |
Manual Workflows | ✖ | ✔ |
Knowledge Articles | ✖ | ✔ |
AI capabilities of our agents
Feature | Fini AI | Fin Intercom |
|---|---|---|
AI Knowledge from chats/ emails | ✔ | ✖ |
AI Knowledgebase from raw documents | ✔ | ✖ |
Answering complex queries | ✔ | ✖ |
Reinforcement Learning | ✔ | ✖ |
Multi LLM layer for high accuracy | ✔ | ✖ |
LLM filtering to filter irrelevant knowledge | ✔ | ✖ |
LLM reasoning | ✔ | ✖ |
Auto LLM evaluation | ✔ | ✖ |
AI Actions | ✔ | ✖ |
Get live data from multiple sources | ✔ | ✖ |
Platform
Feature | Fini AI | Fin Intercom |
|---|---|---|
Accuracy | 95%+ | ~80% |
Zero Code Setup | ✔ | ✔ |
Configure Tone | ✔ | ✖ |
Multilingual Support | ✔ | ✖ |
Learning with feedback | ✔ | ✖ |
Dedicated AI Engineer | ✔ | ✖ |
Model fine-tuning | ✔ | ✖ |
White glove onboarding | ✔ | ✖ |
Enterprise Grade Security (SOC2, ISO 27001, ISO 42001) | ✔ | ✔ |
Target audience | Mid-Market and Enterprise | Startups and Mid-market |
Integrations
Input Data Integration | Fini AI | Fin Intercom |
|---|---|---|
Zendesk | ✔ | ✔ |
Intercom | ✔ | ✔ |
Web links | ✔ | ✔ |
G-drive | ✔ | ✖ |
Notion | ✔ | ✔ |
Confluence | ✔ | ✖ |
File uploads | ✔ | ✔ |
APIs | ✔ | ✖ |
Guru | ✔ | ✖ |
Output Data Integration | Fini AI | Fin Intercom |
|---|---|---|
Zendesk Email | ✔ | ✖ |
Zendesk Chat | ✔ | ✖ |
Intercom Email | ✔ | ✖ |
Intercom Chat | ✔ | ✔ |
Front | ✔ | ✖ |
Slack | ✔ | ✖ |
Teams | ✔ | ✖ |
Kustomer | ✔ | ✖ |
✔ | ✖ | |
Shopify | ✔ | ✖ |
Widget | ✔ | ✖ |
APIs | ✔ | ✖ |
Standalone Link | ✔ | ✖ |
Conclusion :
If you need a native workflow based product with basic AI features then choose Fin
If you need a native AI customer support agent then choose Fini
In conclusion, Fini AI offers a game-changing solution for Customer Support ticket resolution. With unparalleled accuracy, seamless integration with your existing tools, versatile functionality, and advanced issue categorization.
Ready to experience the difference? Get in touch with us today to see how our ChatGPT-based SaaS can transform your Customer Support ticket resolution process.
Platform Capabilities
1. What makes Fini AI a native AI support agent compared to Intercom Fin?
Fini AI is built as a native AI teammate that embeds directly into platforms like Intercom, Zendesk, Slack, and more. It behaves like a human agent, pulling real-time data and engaging in conversations with a human-like tone. Intercom Fin, on the other hand, functions more like a chatbot layered on workflows with limited adaptability across platforms.
2. Can Fini AI operate across multiple channels like Intercom, Zendesk, and Slack?
Yes, Fini is designed to be channel-agnostic and can be deployed seamlessly across various channels like Zendesk, Intercom, Slack, Teams, APIs, Front, WhatsApp, and more. This makes it a flexible choice for companies seeking omnichannel support without vendor lock-in.
3. Does Fini AI support multiple AI agents for different use cases?
Absolutely. Fini allows businesses to deploy multiple AI agents trained on different knowledge sets. This is ideal for tailoring support by region, product line, or function—something Fin currently lacks.
4. How does Fini handle complex queries better than Fin?
Fini breaks down complex customer queries into sub-questions, deploying specialized modules to answer each part. This layered architecture improves resolution accuracy significantly—achieving over 95%, compared to ~80% with Fin.
5. Can Fini provide human-like conversations across languages?
Yes, Fini AI supports multilingual conversations with natural fluency, maintaining brand tone and context. This ensures global users receive equally high-quality support, something Fin doesn’t fully support.
6. How does Fini route unresolved queries to human agents?
Fini uses confidence thresholds to decide when to hand off a query to a human agent. The transition is seamless and fully native to platforms like Intercom or Zendesk, ensuring no drop in user experience.
7. Is Intercom Fin a standalone AI agent or workflow-based?
Fin primarily functions within Intercom's existing workflow framework. It’s not a standalone AI agent like Fini, which can independently ingest data, reason, and provide contextual responses across platforms.
8. Does Fini require code to set up or customize?
No, Fini offers a zero-code setup for rapid deployment. You can configure tone, behavior, and integrations through a user-friendly interface without technical expertise.
Accuracy and Performance
9. How does Fini achieve over 95% accuracy compared to Fin's ~80%?
Fini employs multi-LLM architecture with reinforcement learning, custom QA pipelines, and real-time feedback loops from agents. These elements work together to dramatically improve answer quality and reduce hallucinations.
10. What is LLM filtering and how does Fini use it?
Fini uses LLM filtering to eliminate irrelevant or outdated knowledge before generating a response. This ensures the output is not only accurate but also timely and aligned with internal policies.
11. How does Fini evaluate and improve its own answers?
Fini includes an auto-evaluation engine that scores each AI response for correctness, tone, and completeness—allowing for continuous self-improvement with minimal human intervention.
12. Can Fini improve over time with feedback?
Yes, Fini supports reinforcement learning directly from human feedback, enabling the AI to become smarter with every interaction—something Intercom Fin currently lacks.
13. How does Fini manage hallucinations or misinformation?
Fini minimizes hallucinations through its QA infrastructure and confidence-based answer gating. When unsure, it either escalates to a human or requests clarification from the user.
Data and Knowledge Handling
14. Can Fini create knowledge bases from chat transcripts and raw files?
Yes, Fini extracts Q&A pairs directly from past chats, emails, and documents like PDFs or Google Drive. Fin doesn’t offer this level of ingestion automation.
15. Does Fini support hybrid search across internal and external knowledge?
Yes, Fini uses hybrid retrieval (semantic + keyword search) to pull answers from both structured documentation and conversational context—ensuring higher relevance.
16. How does Fini ensure content remains up to date?
Fini’s knowledge base updates automatically when new documents are added or chat insights are extracted. This removes the need for manual knowledge maintenance.
17. Can Fini tag and categorize support content?
Yes, Fini includes auto-categorization and tagging of content, which helps both users and agents locate answers faster. This is missing in Fin’s AI capabilities.
Integrations
18. What integrations does Fini offer that Fin does not?
Fini supports integrations with Slack, Teams, Kustomer, Front, WhatsApp, Shopify, Discord, and even standalone widgets—far beyond Fin’s limited ecosystem.
19. Can Fini use API input and output across custom systems?
Yes, Fini can pull from and push to any system via APIs, enabling fully custom AI workflows. Fin lacks this level of API-based extensibility.
20. Does Fini integrate with Intercom even though it competes with Fin?
Yes, Fini can run on top of Intercom, using its own AI engine while preserving the Intercom interface and ticketing backend. This makes it ideal for teams that want better AI while keeping their CRM.
Security and Compliance
21. What security certifications does Fini maintain?
Fini is certified for SOC2, ISO 27001, and ISO 42001. This ensures enterprise-grade compliance and peace of mind for regulated industries.
22. How does Fini protect user data like PII?
Fini uses a PII Shield that masks sensitive data such as social security numbers, card details, or personal identifiers before they’re ever processed by the AI.
23. Does Fini work with customer-specific cloud infrastructure?
Yes, Fini allows deployment in private environments with interoperability across GCP, AWS, or Azure—ensuring flexibility for security-conscious teams.
24. What kind of access control does Fini offer?
Fini includes role-based access control (RBAC) for internal teams, enabling admins to define who can view, modify, or retrain the model.
25. Does Fini maintain data processing agreements with model providers?
Yes, Fini maintains a strict DPA with OpenAI, ensuring your data isn’t used to train public models and is purged after processing.
Onboarding and Support
26. What is Fini’s onboarding experience like compared to Fin?
Fini offers a white glove onboarding experience with dedicated engineers who help train the model and set up workflows tailored to your needs. Fin has a more self-serve model.
27. Does Fini provide a dedicated support channel?
Yes, every Fini customer gets a private Slack channel for real-time support, including direct access to the engineering and product teams.
28. What’s the average setup time for Fini?
Most teams can go live with Fini in less than a week thanks to automated ingestion, guided setup, and zero-code configuration tools.
29. Can Fini help with ongoing improvements post-launch?
Yes, Fini includes a built-in QA tool for your agents to flag incorrect answers and suggest improvements, creating a continuous feedback loop.
Performance Outcomes
30. What success metrics does Fini typically improve?
Fini users report over 60% automation, 95%+ accuracy, and a 40%+ reduction in support costs. Many see faster response times and improved CSAT scores.
31. How much support load can Fini realistically automate?
Most companies using Fini automate 60-80% of all incoming queries, especially repetitive and high-volume ones.
32. Is there proof that Fini outperforms Fin in real-world use?
Yes, customer case studies show Fini consistently outperforms Fin in both automation rate and user satisfaction, particularly in fintech and e-commerce.
Technical Differentiators
33. What does it mean that Fini uses a multi-LLM architecture?
Fini routes different parts of a query to the best-suited LLM, maximizing accuracy while controlling costs. Fin uses a simpler architecture limited to Intercom’s ecosystem.
34. Does Fini allow tone customization?
Yes, you can configure your agent's tone—formal, playful, professional, etc.—to match your brand voice. Fin lacks fine-grained tone control.
35. Can Fini operate as an internal support assistant too?
Yes, Fini can be deployed internally for employee queries—HR, IT, legal, etc.—reducing internal ticket volume while ensuring policy-aligned answers.
Vendor Flexibility
36. What does “no vendor lock-in” mean with Fini?
Fini allows you to switch platforms without retraining your model. So if you move from Intercom to Zendesk or vice versa, your AI agent moves with you.
37. Does Fin work outside of Intercom’s ecosystem?
No, Fin is tightly bound to Intercom. You lose access to the AI capabilities if you switch platforms.
38. Can I test Fini without replacing my current support setup?
Yes, Fini can be run alongside your existing CRM via APIs, widgets, or Slack integrations—making it easy to pilot without risk.
Decision Support
39. When should a company choose Fini over Intercom Fin?
If you need higher accuracy, deeper platform flexibility, richer integrations, and a true AI agent that learns continuously—Fini is the better choice.
40. Is Fini a good fit for startups, or just enterprises?
Fini serves both. While it’s built to meet enterprise-grade demands, its no-code setup, affordable plans, and onboarding make it ideal for startups too.
Co-founder
