Anthropic Claude vs. Google Assistant vs. Fin by Intercom

Claude is well suited to help build documentation, strategic plans, and document analysis very well. I just recently had a client ask me for Terms & Conditions of a new service offering we are developing. I had Claude look at some existing artifacts we have already created and added some additional key points, to develop our T&C. Claude helped streamline the process in a few hours, that could have take several days to weeks to fine tune

Incentivized

I'm in a Me vs. The World environment rather often. I can connect to my outer realm when heading to live meetings. Auditions, job assignments all via my assistant. I like having the ability to capture the moment and rewrite it as well. This is a primary driver for me. Sometimes branching out or when collaborating, I think I work a little harder in the moment than Google Assistant might but that is moreso my limitations and not the feature so much. I catch this scene when I'm in a group environment or at times having to create and respond to a larger scale event. Not a deal breaker for me however.

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Any company should be able to implement Fin and start seeing some results straight away. The 0% - 10/15% resolution benchmark is easily able to be done using the existing conversation history. Once you want to start seeing higher resolution rates you need to give Fin the ability to solve conversations with similar tools to what your team use. This means taking advantage of Fin Tasks, utilising their MCP features to connect Fin to other tools, taking advantage of Procedures so that Fin is able to resolve conversations in the order that you expect it to. This all takes a considerable amount of time, so to see "results" here, you need to also invest by moving resourcing so that someone is always working on making Fin better. But it's not a slogan, AI is the future of customer service, not because we want to speak to our customers less but because we want to free up our team so they can spend time with our customers on the issues that actually require dedicated attention.

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• Document review and analysis
• deeper analysis and recommendations
• strategic planning
• document preparation and template development
• Problem solving internally and for external clients

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• To-do lists and task boards so I can work on it better, and can ask quickly on what I need to do.
• Saves time and increases efficiency - I can ask and can answer relevant answers
• Set-up meetings - quickly scheduling and checking for time which suits all people

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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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• Claude does not create graphical images
• Claude does not create Office type documents (Word, Excel, etc.)
• I would like to see Claude with more integrations points

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• I think newer, complementary ideas are a bit sharper than Google Assistant especially in a Q&A environment or when seeking some depth to a subject. That enhancement is to be expected I feel. And Google Assistant is not so self limiting so I don't have a lot of improvement needs because I use this for what I've become accustomed to and for the ability overall.
• It is always important to do your best around hectic places, in bad tower signal areas or even if trying to do something new while using Google Assistant. Have patience in the setting. It pays off.

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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.

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

Claude is a trusted platform from our perspective. We have been using this platform (paid version) more and more the past few months. The value returned is more than worth it. As more integrations points happen, we see Claude being a long term part of our ecosystem. Data creation, analysis, and assessments can be a tedious process. Claude delivers robust and efficient outcomes that help us for on higher level tasks.

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I feel this can be adjusted and after some trial and error you sort of start knowing what will work and how. And I have to say the overall impact becomes personal and we are all different. I'm small scale and as I've said, it works.

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Fin is extremely user friendly and was very easy to set up, and this is coming from someone who has never used any technology like this before. Fin was easy to customise to the way we wanted this to be, set up specific messages to our customers through Fin, customise the tone and content used as well as configure Fin's handovers to a human when required

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always there

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works perfect

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Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.

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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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Anthropic Claude is just as good as any of the aforementioned platforms. We were using ChatGPT primarily before Claude. We have leaned more to Claude in recent months, but use other solutions to keep a balanced approach to research and analysis. We plan to keep Claude as a core component of our tech stack moving forward, as it has proven value time and time again.

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I chose this because it was easier for me and can be accessed via mobile and laptop too because it enables cross device support because it helps in adding more depth to my life, and can help me save tons of time.

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I've tried several AI chatbots before when using Zendesk. We found that the native Zendesk AI was expensive, but the best compared to "alternatives" such as Chatbase, My AskAI, and Macha. Then, we decided to switch over to Intercom for the startup program. WOW!!! Fin blows away any other AI bot on the market. Even if you're not using Intercom as a platform (you should), I highly recommend you use Fin. We've never had this high of CSAT or resolution with an AI bot before; our customers love Fin

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• ROI is immediate in the consulting space. We draft documents for clients often and have the ability to produce exponential output with Claude.
• Claude has allowed us to develop HTML and java code based on our requirements for a client. It has also helped identify bad code and shortened our development lifecycle
• Claude has turned into a value added platform that we rely on to verify information and provide suggestions. We look at Claude as a strategic technology partner

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• positive because it saves my time and improves productivity
• I can do quick research based on my thoughts and even asking it to write notes

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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.

Incentivized