One thing I’d add to this comparison is the quality of human handoff. Even a good AI won’t solve everything. When it needs to escalate, having the full conversation and context available to the agent makes a huge difference.

I’ve been using Intercom for a while, so Fin was the obvious option for us. The downside is that I think it makes more sense when Intercom is already part of your support stack rather than starting from scratch.

For me, the biggest change is that I now expect SaaS tools to understand context. Just answering a question isn’t enough anymore. If the system already has access to my data, I expect it to use that context and actually do something useful with it.
‎