AI Shift VoiceAgent vs. Fin by Intercom vs. Oracle Digital Assistant

I would recommend AI Messenger Chatbot to my colleague. It will be helpful to them especially when they want or to search something. It also helps to generate AI images that look so real. It helps also to enhance our customer service and to show more empathy. It helps lot in different ways.

Incentivized

It's excellent when users often have trouble understanding certain aspects of your product, so you don't have to manually share the same information every time. It's less appropriate if your user problems are user-specific, as then you probably don't have every expected case covered in your documentation, which then requires Fin to have access to your codebase, at which point you might want to consider building your own agent.

As mentioned in pros and cons, it depends on the use cases. Most of the normal chatbot use cases can be handled by ODA. If you want to build a chatbot with menu style or conversation style (it is not straight forward but it can be done), ODA can be perfect. If use cases are to also include AI with emotional intelligence to make conversational more interactive and also be able to detect through AI engine automatically what a person would like to do or perform or ask, then ODA may not fit for it. If you also are looking for virtual agents through tighter IVR integration then ODA may not be right. There are a few limitations around the number of words in the text to voice feature.

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• Automotive conversation.
• Generate AI images.
• Enhance engagement.

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• It is very easy to train
• It does a great job of recommending answers when little context is given.
• I love the ability to create a snippet to address issues in the moment or in the long term, based on FAQs.

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• Oracle AI processes natural language well and the conversations pick a good flow.
• It recognizes pattern of behavior for more refined results with each implementation under machine learning.

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• It seems some users really struggle to figure out how to escalate to a human (especially through email).
• Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
• Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.

• Our clients have reported that upon integration with Siri for voice commands, the results are pretty obvious (basic) Nd the conversation is unnatural.
• The languages it supports are very limited.

Incentivized

We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

Incentivized

I will give 10/10. For me, it became 24/7 AI chat support. It also helps to improve customer satisfaction because it enhances our customer service skills. It helps us to become an effective customer service support. It became our partner and guide at work. I love every feature on this bot.

Incentivized

FIN is easy to set up and pretty quick to get everything the way you need (some things could be handled better), and you can preview how it's going to work before it's available to everyone. Since you can use FIN on multiple channels, you can save a lot of time by not having your team work on multiple chat platforms as well.

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always there

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works perfect

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I can get help by asking Fin questions about itself. It answers accurately, citing its own Help Center resources with visuals. It can reason and dialogue well. But when it comes to getting human support for Fin, it is not as quick. It can sometimes take a few days. They are polite and well-meaning. Some things aren't their fault (product limitations), but there was one occasion where something took a long time to resolve with lots of back and forth but it was I who found out the error in the end that they missed, so they didn't really help resolve it.

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Easy to know the learning path

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The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

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There are so many AI platforms available, and you could theoretically build a system using the available AI API's from any of the big platforms. However, I dont think it's as easy as this. Intercom is deliberately built for customer service, the features they are releasing a based on providing the best customer experience. If we were to build this ourselves or to use another platform we would be taking on the upkeep, using Fin is just much simpler as it's also our chosen ticketing platform so anything that Fin is not able to answer yet and escalated directly to our team with no extra effort required from our side.

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I selected Oracle Digital Assistant against all other digital assistant platforms as this platform works like a charm with any Oracle application. It integrates well with Oracle Integration Cloud. The new beta version has an inbuilt conversation builder which can be used to build conversation without the YAML code.

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• Customer interaction.
• AI chat support 24/7.

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• New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
• Enabling Fin has also reduced our response time and allowed us to meet SLA's.

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• We've had a good integration with our existing databases and applications.
• Our customers are crypto traders and we've had more engagement with them, which means a lot to us.

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