Azure AI Bot Service vs. Fin vs. Five9 Intelligent Virtual Agent

From personal experience, I can recommend the Azure AI service to reduce the burden on your customer service team, as we did. We created a customer service bot and automated our Frequently Asked Questions section, as well as an interactive platform for registering other complaints that the bot cannot handle, which are later addressed by our customer service team.

Incentivized

Fin is fantastic at answering simpler inquiries, where the range and types of questions are easier to categorize. Thereby reducing the subset of possible answers. Where it has shown great improvement - but still needs more improvement - is by becoming a true Agentic AI support engineer that is capable of answering more technically nuanced questions. Our product has a lot of variables used for troubleshooting that cannot be adequately captured in documentation. Even though we provide thousands of pages of spec docs, each issue is unique. Training and empowering Fin to be as good as a Level 1 support engineer is still very challenging.

We've used a different dialer before which didn't had proper recording where we have to cross referrence date and time. With Five9 Intelligent Virtual Agent, we can referrence phone numbers and integration with Salesforce. This allowed us to quickly pull out call information or accounts details when doing calibration. This also helps greatly with reporting as we can see how frequent a caller calls our support line.

Incentivized

• Audience Engagement & Support Chatbots for Viewer Bots can answer FAQs about show timings, cast details, subscription plans Etc.
• Interactive Experiences: Bots integrated into apps or behind-the-scenes content to boost viewer interaction.
• Content Discovery & Personalization Bots can guide users to discover new shows or movies based on preferences using natural language queries.
• Social Media & Campaign Automation Bots can automate responses to fan comments, promote upcoming releases, and manage contests or giveaways across platforms like Twitter, Facebook, and Instagram.

Incentivized

• Serves as the first point of interaction.
• Answers questions based on the knowledge base.
• Tries to suggest a solution for reported issues (in some cases).
• Gives the option to improve its answer.
• Learns from other conversations and replies by humans.
• Understands other languages.
• Interprets images (somewhat).

Incentivized

• Recording
• Queue Management
• Reporting
• Insights

Incentivized

• They have simplified the coding for the bot in Azure, but it would help if the coding was further simplified so that non-IT can operate [and] create it easily.

• 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.

• more training would be good
• documentation and case study materia;

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

Azure AI Bot Service comes with an Integrated Development Environment and Bot Framework SDK that simplifies development. Having a single codebase for multiple channels, such as MS Teams, Facebook, and Slack, makes it easier to target multiple platforms without requiring redevelopment. LUIS and OpenAI can be easily integrated with your Chatbot to provide a seammless chat bot expereince to customers.

Incentivized

The platform is overall clear and intuitive. As with any new platform, there's a learning curve, but that wasn't an issue for our team (and it shouldn't be an issue for others). Fin options are scattered across several submenus, and I'd like them grouped together, but I also like having all those training-related tabs open at all times, so it's not much of a real issue for me.

Very user friendly as an agent but can be a bit over whelming when you're admin. It's best to have a visual guide or if the onboarding is much smoother guiding the admin depending on their use case

Incentivized

always there

Incentivized

Fin is super quick and top notch.

Incentivized

Microsoft's customer service staff is friendly and extremely knowledgeable. They are always available to assist you with bot framework-related issues that you may be experiencing. They provide training sessions, manuals, and support personnel, among other things. Bugs were easily spotted and patched, which was one of my pet peeves about patching.

Incentivized

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.

Incentivized

It was great. We were able to walk through step by step and get our questions answered along the way.

Incentivized

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

Incentivized

Microsoft Bot Framework is much better and well more established without a lot of proprietary software/coding language. Lex is very limited with integration with standard hardware and network configurations. Lex has performance issues and was too slow to meet near real-time collaboration requirements. Bot Framework complements many other Microsoft communication products and this was key to implementing without a lot of new training required.

Incentivized

Fin completely surpasses our old system for support requests. Not only can we get granular data for each customer interaction, but we also now have access to top-quality metrics and reporting. The integrative nature of Fin also made it easier to transition platforms by simply integrating with the previous system.

Way better. Just the recording, reports and the useability

Incentivized

The product is very scalable and has helped us scale our user base and onboard 10x the users in just one month. We couldn't have done it without Fin

Incentivized

• Interfaces with the SQL data set, tracks down plans/replies, and tests them with the SDK.
• Utilizing the system is made conceivable by the Bot Dev gateway. We can interface our bot in excess of ten channels, including Twilio Facebook, Twilio, Twilio, and Slack, and that's only the tip of the iceberg.
• It is expensive.

• 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

• pre qualify process is big
• real time analytics are great

Incentivized