Fin by Intercom vs. REVE Chatbot vs. SAP Conversational AI (discontinued)

A prospect lands on my site to ask about building profile sizes, wind/snow ratings, installation timelines, or warranty coverage.
What Fin does well is deliver instant, consistent answers, pull from approved specs and positioning, and keep the conversation moving without human involvement.

Incentivized

It would be most suitable to help you attain swift conversation flows as you engage with your audiences. The bots are also of indispensable value in handling repetitive tasks around the firm such as automated HR resourcing expeditions or marketing campaigns or any other important but monotonous tasks. I however admit that analyzing the bot's performance is quite complex, have an RPA specialist around.

Incentivized

• 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.

Incentivized

• SAP has helped me manage my teams cost in material management.
• SAP Conversational AI has provided with the goal of developing bot analytics to respond to common user face issues when reporting troubleshooting issues with software equipment as well as technical equipment.
• Has helped deploy new bots to increase response time to employees who require assistance with ordering equipment software as well as application development in software ordering.

Incentivized

• 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.

• SAP can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
• There is lot less developer community around SAP Conversational AI so it is hard to get help from outside developers and experts on best practices, hacks and existing applications/integrations.
• It is hard to use SAP Conversational AI outside SAP S/4HANA Cloud, for example on AWS or GCP or in a multi cloud environment.

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

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.

Chatbots have already acquired most of the market and are still trending with the needs of changing market everyday. It will keep evolving with AI and NLP more to offer for improvements. SAP CAI is a good product to add to an enterprise using SAP ERP Suite

Incentivized

always there

Incentivized

Never had an issue. SAP CAI shares the same platform as any other product hosted on SAP Cloud Platform (aka BTP) and depends on your hosting (US, Europe, Asia). Maintenance modes are planned and customers are aware of it well in advance in order to mitigate potential impacts on the service offering.

Incentivized

works perfect

Incentivized

It's a pure SaaS platform hosted on SAP Cloud Platform (aka BTP). The experience is pretty much seamless with minimum loadings or noticeable lags. The hosting depends on your location so you may want to make sure the instance is available on a server close to you, such as the USA, Europe or Asia.

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

Great support from the people of SAP Conversational AI as of the community. Sometimes it takes a little while for folks of the SAP Conversational AI team to answer but this has mostly to do with the overload of questions and users the product has. The gold-support channel within Slack that SAP Conversational AI has, is a great help to distinguish more professional usage and therefore more urgent questions.

Incentivized

Easy to know the learning path

Incentivized

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

Incentivized

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.

Incentivized

The platforms have similarities in terms of making the organization more data-driven. However, the use cases are different. SAP Analytics Cloud is used for reporting, deploying dashboards, and scheduling timely delivery of reporting and analytics. SAP Conversational AI is a more front-end product that end users can directly use to navigate the web application better. Both have strengths in their respective areas. Conversational AI is more recent and cutting edge.

Incentivized

• 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

• The impact has been very positive for our business objectives. Through the chatbot, our clients can have an immediate response to any of their requests without the need of an intervention of a person or without the use of the telephone or email. Customer satisfaction has been much higher.

Incentivized