Comparison
Feb 17, 2025
Deepak Singla
IN this article
Which AI Agent is Right for Your Support Team?
Which AI Agent is Right for Your Support Team?
If you run a fast-growing company, you already know the pain of scaling customer support. Ticket volumes rise, customers expect instant responses, and hiring more agents isn’t always an option.
AI promises to solve this challenge, but not all AI is built the same.
Two key contenders in this space are:
✅ Fini – AI agents that learn, evolve, and take real actions
✅ AgentForce (Salesforce AI) – AI that assists human agents by retrieving knowledge
Two key contenders in AI-driven support are Fini and AgentForce (Salesforce AI). If your company already uses Salesforce, you might assume its AI solution is the best fit. But is it?
This article breaks down the core differences between Fini and Salesforce AI, helping you decide which solution is the right choice for scaling your customer support efficiently.
The Key Difference: AI That Answers vs. AI That Solves
Imagine you’re at an airport, asking for directions.
✈️ Option 1: The info desk agent hands you a map.
✈️ Option 2: A concierge personally guides you to your gate, speeding up the process.
That’s Fini vs. Salesforce AI in a nutshell.
Salesforce AI retrieves knowledge: it’s like the info desk handing you an article.
Fini actually solves problems: it’s like the concierge handling your request from start to finish.
🚀 Fini doesn’t just answer questions, it automates support.
Side-by-Side: Fini vs. Salesforce AI
Feature | Fini 🏆 | Salesforce AI |
|---|---|---|
Learns from past tickets | ✔ Yes | ✖ No |
Take real actions (refunds, cancellations, etc.) | ✔ Yes | ✖ No |
Auto-updates knowledge (no manual work) | ✔ Yes | ✖ No |
Integrates with any support platform | ✔ Yes (Zendesk, Intercom, APIs) | ✖ No (Salesforce only) |
AI guardrails to prevent hallucinations | ✔ Yes | ✖ No |
Self-learning (gets smarter over time) | ✔ Yes | ✖ No |
Multi-channel support (email, chat, Slack, etc.) | ✔ Yes | ✖ No |
Self-serve configuration with AI Prompt Builder & AI Flows | ✔ Yes | ✖ No |
Scalability without vendor lock-in | ✔ Yes | ✖ No |
👀 If you’re using Salesforce, its AI can feel like an easy choice. But what if you want AI that actually grows with your support team?
Why Support Leaders Choose Fini Over Salesforce AI
1. Beyond Just Answering Questions—Fini Automates Support
Most AI chatbots just retrieve knowledge base (KB) articles.
🔹 Customer: “How do I cancel my subscription?”
🔹 Salesforce AI: “Here’s a help article.”
🔹 Fini: “I’ve canceled it for you. You’ll receive a confirmation email shortly.” ✅
💡 The difference? Fini automates workflows, taking real actions like issuing refunds, processing cancellations, and troubleshooting errors without human intervention.
2. Works With Any Tech Stack- No Vendor Lock-In
Most businesses don’t rely on Salesforce alone. You might use Slack, Confluence, or other tools.
🚧 The problem? Salesforce AI only works inside Salesforce. If your company ever switches platforms or if your data lies in other tools, you’ll need to retrain your AI from scratch.
✅ Fini is platform-agnostic: it integrates with any support tool, so you’re never stuck in one ecosystem.
3. Set It and Forget It- Fini Requires Minimal Maintenance
Keeping AI up to date is a pain. Most AI tools (including Salesforce AI) need constant manual updates to keep responses accurate.
🤖 Fini eliminates this hassle by learning from past tickets, product updates, and internal documentation- automatically.
📌 Example:
Your company launches a new pricing plan.
Salesforce AI: You must manually update knowledge base articles and train the bot.
Fini: The AI detects changes from past tickets and internal docs—no extra work needed.
🚀 Result? Your support team can focus on customers, not bot maintenance.
AI Guardrails: Preventing Wrong Answers & Compliance Risks
One of the biggest fears with AI in support is hallucinations—when the AI makes up answers or provides incorrect information.
📌 Example: Imagine an AI chatbot promising a refund policy that doesn’t exist—leading to customer disputes and compliance issues.
⚠️ Salesforce AI doesn’t have built-in safeguards for this.
✅ Fini’s AI Guardrails ensure accuracy by:
Pulling answers only from verified sources
Preventing incorrect responses when confidence is low
Offering explainable AI (where responses are backed by references)
🔒 For fintech, healthcare, and regulated industries, this is a game-changer.
How Fini Sees the Bigger Picture—Data & Knowledge Management
Think of customer support like a jigsaw puzzle. Most AI tools can only work with pieces from their own box.
🔹 Salesforce AI pulls data only from Salesforce articles and macros.🔹 Fini connects to everything- Google Drive, Notion, Confluence, APIs, event logs- ensuring complete knowledge coverage.
💡 Why it matters: Your AI agent doesn’t just use one source of truth—it creates a unified knowledge base across your company knowledge.
Scaling With You—No Need to Retrain AI When You Grow
As your company scales, your support AI should scale with you.
🚧 The problem with Salesforce AI? If your company ever switches platforms, you’ll need to retrain AI from scratch.
✅ Fini moves with you, whether you’re on Salesforce, Zendesk, Intercom, or any other tool.
📌 Example:
A fast-growing fintech company starts on Intercom but later switches to Zendesk.
Salesforce AI: Requires retraining from scratch
Fini: Moves seamlessly within minutes, retaining all past knowledge
🚀 The benefit? No wasted time, no lost AI training.
Real-World Impact: How Companies Use Fini to Scale Support
Case Study: Qogita
📌 Challenge: High support volume, repetitive tickets, and limited human agent bandwidth.
📌 Solution: Qogita implemented Fini AI agents to handle all their support queries.
📌 Result: 88%+ of support tickets automated while maintaining high customer satisfaction.
💡 Many teams that started with Salesforce AI switched to Fini for better automation, adaptability, and efficiency.
Which AI Is Right for You?
If you need... | Choose |
|---|---|
Basic AI that enhances human agents | Salesforce AI |
A chatbot that retrieves articles but doesn’t evolve | Salesforce AI |
AI that takes real actions & automates workflows | Fini |
Platform-agnostic AI that works with multiple tools | Fini |
Low-maintenance AI that continuously learns | Fini |
Final Verdict: The Future of AI in Support
Fini vs. Salesforce AI boils down to one question:
🚀 Do you want a system that just retrieves knowledge- or one that mimics humans - i.e. learns, takes action, and evolves?
Ready to see Fini in action? Book a demo 📅
Overview and Core Comparison
1. What is the main difference between Fini and AgentForce?
Fini is an AI-native support agent that takes real actions like issuing refunds or resolving tickets autonomously, while AgentForce is an assistant tool built into Salesforce that only retrieves knowledge and supports human agents.
2. Is AgentForce a true autonomous AI agent?
No, AgentForce acts more like a search assistant by surfacing help articles from Salesforce. It does not take any actions or learn from data over time like Fini does.
3. How does Fini's AI agent differ in functionality from Salesforce AI?
Fini doesn’t just answer questions, it completes tasks end-to-end—like canceling a subscription or issuing a refund—based on live data and user context, making it a full agent rather than just a helper.
4. Which platform supports real-time actions—Fini or Salesforce AI?
Only Fini supports real-time actions like refunds, cancellations, and status checks. Salesforce AI does not initiate or perform such actions autonomously.
5. Is Fini limited to Salesforce environments?
No, Fini is platform-agnostic. It can work seamlessly across Zendesk, Intercom, Slack, APIs, and many others, making it more flexible than Salesforce’s tightly coupled solution.
Learning and Knowledge Management
6. Can Fini learn from past tickets and evolve over time?
Yes, Fini’s AI learns continuously from ticket history, internal documentation, and user feedback, improving over time without needing manual re-training.
7. Does Salesforce AI auto-update its knowledge base?
No, Salesforce AI requires manual effort to update knowledge base content, which can lead to stale or outdated responses.
8. How does Fini auto-update its understanding of new support topics?
Fini identifies patterns from incoming tickets and internal sources like product updates, filling knowledge gaps automatically with reinforcement learning.
9. What kind of knowledge sources can Fini ingest?
Fini can learn from Google Drive, Notion, Confluence, past tickets, raw documents, product changelogs, and APIs, offering broader context than Salesforce AI.
10. How does Fini help identify knowledge gaps?
Fini’s analytics layer detects where the AI struggled to respond accurately and suggests areas where documentation or training data is insufficient.
Action Automation
11. Can Fini complete tasks on behalf of support agents?
Yes, Fini can take real actions such as canceling subscriptions, processing refunds, updating customer info, or triggering workflows based on your business rules.
12. What kinds of actions can Salesforce AI perform?
Salesforce AI does not take autonomous actions. It only provides knowledge or directs customers to help articles.
13. Can Fini pull real-time data from APIs?
Yes, Fini connects to APIs and internal systems to pull live data—like order status, payment confirmation, or policy updates—to deliver accurate answers.
14. How does Fini prevent incorrect actions from being executed?
Fini uses confidence thresholds, strict guardrails, and predefined action flows to ensure it only performs tasks within safe parameters.
15. Is it possible to monitor what actions Fini is taking?
Yes, Fini includes step-by-step action logs with explainability, so teams can see what the agent did and why.
Platform Compatibility and Vendor Lock-In
16. What happens if I move away from Salesforce—can I still use AgentForce?
No, Salesforce AI only works inside Salesforce. If you switch platforms, you’ll lose all your AI progress and must start over.
17. How does Fini eliminate vendor lock-in?
Fini is designed to work across multiple platforms. If your company switches from Salesforce to Zendesk, for example, Fini retains all training and performance history.
18. Can I deploy Fini on multiple tools simultaneously?
Yes, Fini can run on Zendesk, Intercom, Slack, Front, WhatsApp, Teams, or even a custom widget—all from one AI model.
19. How fast can I migrate Fini to a new platform?
Fini can be redeployed in minutes to a new tool using existing training and configurations without requiring a fresh setup.
20. Does AgentForce integrate with external support tools?
No, AgentForce is native to Salesforce and does not natively extend to other tools like Zendesk or Intercom.
Setup and Maintenance
21. How difficult is it to set up Fini?
Fini offers zero-code setup options, a prompt builder, and prebuilt AI flows, making it easy for non-technical teams to deploy and configure.
22. Is Salesforce AI easy to configure?
Salesforce AI setup can be complex, especially if custom workflows are needed. It lacks the no-code automation capabilities Fini offers.
23. Does Fini require ongoing training by admins?
No, Fini learns continuously from user feedback and support data, reducing the need for manual maintenance.
24. How does Fini reduce maintenance overhead for support teams?
By automatically updating its knowledge, flagging issues, and retraining itself from feedback, Fini saves support leaders hours each week.
25. Can I define custom handoff logic in Fini?
Yes, Fini lets you set conditions for routing conversations to human agents based on user sentiment, topic, or AI confidence levels.
Guardrails and Compliance
26. What guardrails does Fini have against hallucinations?
Fini uses source attribution, fallback responses, and confidence scoring to avoid incorrect answers, reducing legal and compliance risks.
27. Does Salesforce AI provide similar protections?
Salesforce AI lacks robust guardrails and often provides answers even when confidence is low, risking misinformation.
28. Is Fini suitable for regulated industries?
Yes, Fini is used in fintech, healthcare, and insurance because of its built-in PII masking, secure APIs, and role-based access controls.
29. Can Fini be deployed privately within our firewall?
Yes, Fini offers headless deployment using APIs, allowing IT teams to run it within internal networks with full access control.
30. Does Fini have explainability features?
Yes, every response from Fini can be traced back to its source, and teams can review why a particular decision was made.
Scalability and Real-World Results
31. How much of support can Fini automate?
Fini can automate up to 70% of total ticket volume, including complex and repetitive queries, freeing up agents for high-touch cases.
32. What kind of accuracy does Fini deliver?
Fini consistently achieves over 95% response accuracy across categories by using multi-LLM models and human feedback loops.
33. What kind of results have Fini customers seen?
Customers like Qogita automated over 88% of tickets using Fini, with reduced support costs and improved customer satisfaction.
34. Does Fini improve agent productivity?
Yes, Fini reduces agent load by resolving common tickets and giving agents clean summaries and insights for more complex issues.
35. Can Fini scale with growing teams and geographies?
Absolutely. Fini supports multilingual interactions and scales across new geographies or departments without added training costs.
Final Evaluation and Choice
36. When is Salesforce AI a better choice?
Salesforce AI may be sufficient if you only need basic knowledge surfacing within the Salesforce ecosystem and no automation.
37. When is Fini the better option?
Fini is ideal for businesses looking to automate workflows, scale across tools, and provide higher CSAT with lower overhead.
38. Does Fini replace the need for manual knowledge base updates?
Yes, Fini autonomously updates its knowledge from real interactions, reducing the need for frequent manual edits.
39. Can Fini be used by mid-market and enterprise teams?
Yes, Fini is built for scalability and security, making it suitable for large organizations as well as fast-growing startups.
40. How can I try Fini to compare it firsthand?
You can book a demo at usefini.com to see how Fini works in your environment and benchmark it against other AI tools like AgentForce.
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