Fin by Intercom vs. SAP Conversational AI (discontinued)

Fin by Intercom

SAP Conversational AI (discontinued)

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Fin by Intercom	Score 8.5 out of 10	N/A	Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.	$0.99 one-time fee per 1 resolution
SAP Conversational AI (discontinued)	Score 6.8 out of 10	N/A	SAP Conversational AI was a platform used to build chatbots and digital assistants in SAP integration. Starting January 2023, SAP Conversational AI, SAP’s chatbot building platform has been set to maintenance mode. Existing customers can continue to use the enterprise edition of the product until the end of their contract.	N/A

Pricing

Fin by Intercom

SAP Conversational AI (discontinued)

Editions & Modules

Fin with your current helpdesk: $0.99
one-time fee per 1 resolution
Copilot add-on: $35
per month per user
The Early Stage program: $65
per month (6 support seats)
Proactive Support Plus add-on: $99
per month
Fin with Intercom’s Helpdesk: from $39 + $0.99 per Fin resolution
per month per seat

No answers on this topic

Offerings

Pricing Offerings
Fin by Intercom	SAP Conversational AI (discontinued)
Free Trial
Yes	Yes
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

Fin comes with a 90-day money-back guarantee. Here's how it works: Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.

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More Pricing Information

Community Pulse
	Fin by Intercom	SAP Conversational AI (discontinued)
Considered Both Products	Fin by Intercom Verified User Anonymous Chose Fin by Intercom We're using another AI agent too. Fin AI is a little behind, as it needs to start learning from either testing or real conversations, so it can better advise users with accurate information - whereas the other AI agent is learning very fast and needs little to no adjustment of … Incentivized Helpful? SO Scott Olinger Application Support Analyst Chose Fin by Intercom I did not choose which platform our support teams used. But I did not like NetSuite because it sent out a lot of email updates and required the client to reply to the correct email in order to have everything tracked. ServiceNow was pretty similar. The reports in ServiceNow … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom HubSpot CRM, HubSpot Marketing Hub and Zendesk Suite Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like … Incentivized Helpful? Lorrayne Soares Líder de Produtos Chose Fin by Intercom As explained previously, most of these platforms were focused on tickets, most reports only work with tickets, there is no way to postpone a service without turning it into a ticket, and since our response time target is a maximum of 2 minutes, these platforms were unable to … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Sprinklr Social, Zendesk Sunshine Conversations, Clarabridge (discontinued), Engagor (discontinued) and Qualtrics XM for Customer Frontlines Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Honestly, we haven't really looked at this, but we do use it for another team because a third-party works with it. Otherwise, I am extremely happy with Intercom and have not looked towards another software. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom It was a long debate before we switched from Crisp to Intercom, but we never regretted that decision. Intercom looks and looks sleeker, works smoother, and has the knowledge base feature, which was our main need to switch. The transition took very little time, so no bumps on … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Way better than all of them - especially the workflow tool which I don't think Help Scout or Crisp even had. Really easy to manage capacity too through snoozing conversations and customers receiving emails after a response. With HubSpot, there was no way for our users to return … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Dialpad Support, Talkdesk and SnapEngage Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom This is the first one we tried. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom My main concern at the moment is how the integration looks to the users and Intercom just looks modern and up-to-date. HubSpot is missing this. In the background it always comes down to how you organize your team and processes. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Odoo was, in my opinion, terrible - a jack of all trades and master of none, which is why all teams in the business moved away to bespoke software. Freshdesk - an easier and more organisable way of creating and managing tickets. Although Intercom now has tickets, we're still … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom At the moment, I only use Supademo to record screen tours. It is very intuitive, has a browser extension, and is perfect for recording the onboarding of new features. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Intercom as a tool is well suited to manage our key metrics with the help of its reports. We have evaluated a lot of tools but Intercom remains the best in terms of report. It helps us maintain OKR's for the support team and track whenever needed. FinAI also has the reporting … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Personally I have not used any other platforms like Intercom and do not wish to search as of right now. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, … Incentivized Helpful? Barry Pepper VP of Customer Experience Chose Fin by Intercom Noone has been able to standup to the level of service and product that Intercom gives us. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom To compete with Salesforce, the main point is the pricing. Intercom has a very different budget when it comes to start ups and up and coming companies, which helps. To compete with other platforms, Intercom has a more developed interface and a super completa arrange of tools, … Incentivized Helpful? Ray Zwankhuizen Product Manager Chose Fin by Intercom No idea, see above. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Several factors as pricing, customisation, ease of use, popularity, user-friendly and the continuous online support as well improvements helped us make this choice. Onboarding new colleagues to Intercom does not even take one day, it is so efficient and intuitive. If the … Incentivized Helpful? Agne Caunt Head of Customer Success Chose Fin by Intercom Intercom is much more flexible and modern than Zendesk, UI is better. Zendesk is better at multiple brand experience and localisation. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom All tools that we used in the past, have a lot of problems on the chat app, our the syncing data between integrations, Intercom has too, but is very less than others. Incentivized Helpful? Samuel Linge Senior Sales Associate Chose Fin by Intercom Intercom has more polish. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom We used Aircall for many years and it was a great tool, however as we scaled down our phone support usage it became expensive and cumbersome. Intercom phones offered a cheaper solution that turned out to be more efficient for our team to use as well. Incentivized Helpful?	SAP Conversational AI (discontinued) Ashley Lanzoni Software Engineer Chose SAP Conversational AI (discontinued) They are ideal for creating different chatbots for different business entities. It supports different languages, I can implement it with messaging platforms like Slack, Telegram, and many more... Incentivized Helpful? Steven Gomez Engineer II \| Scientific Associate II Chose SAP Conversational AI (discontinued) SAP Conversational AI has been a great help in analyzing common errors in data processing and analytics. It is important to understand scenarios that apply in this situation as information is constantly being gathered, which is where SAP Conversational AI is able to help … Incentivized Helpful? Kunal Sonalkar Supply Chain Data Analytics & Machine Learning Chose SAP Conversational AI (discontinued) 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 … Incentivized Helpful? Bharath Srinivas Manager Chose SAP Conversational AI (discontinued) Since Alexa and Teams have their own UI for bots they rank better when it comes to usability and features provided. Voice enablement seems to be a big drag. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) We consider Amazon Lex and IBM Watson Assistant but finally we choose SAP Conversational AI because we have many other SAP products in our company. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) We decided to go ahead with this product since our systems heavily rely on SAP already. The integration of data is seamless and can be customized to all needs. We found other competitive solutions to be worse at the data integration, although sometimes they provide a nicer UI … Incentivized Helpful? AM Aditya Mohan Manager Chose SAP Conversational AI (discontinued) SAP Conversational AI is on par with Oracle Digital Assistant in most respects assuming you are using SAP Conversational AI with SAP HANA and Oracle Digital Assistant with Oracle Cloud + Oracle Database. SendBird is much better in chat user experience and scaling with number of … Incentivized Helpful? Timo Denk Founder Chose SAP Conversational AI (discontinued) SAP Conversational AI is superior to rule-based solutions because they cannot understand a plurality of words such as synonyms. Rule-based systems may for example search for trigger words like "invoice" or "receipt" and recognize those just as well as the neural (?) models used … Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) Easy development on it and great integration with other platforms. Incentivized Helpful? Vighnesh Kamath Lead Consultant Chose SAP Conversational AI (discontinued) I've used Google Assistant which uses DialogFlow API. It seems to have excellent voice support out of the box compared to CAI. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) SAP Conversational AI has a better documentation of their APIs. SAP Conversational AI also has a much more active and friendly community with lots of help from the community as well as from SAP co-workers. The integration with SAP (as non-SAP) technologies surpasses that of the … Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) Intercom is featuring a similar product but without the same robust set of APIs. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) We could have used the iOS native support for this kind of thing but it wouldn't have covered a scenario as difficult as ours. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) ServiceNow Customer Service Management Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) Google Dialogflow has the same global experience, but SAP CAI is better for non-developers. There is a way better experience in SAP CAI than Ideta, and SAP was also cheaper and easier to deploy. Incentivized Helpful? Soumalya Nath Team Lead Chose SAP Conversational AI (discontinued) SAP Conversational AI’s natural language processor was much more efficient. Incentivized Helpful? AK Alex Koss Trainee Chose SAP Conversational AI (discontinued) The Mirosoft bot framework is less user focused and more aimed at developers. I would recommend using SAP Conversational AI in scenarios, where people in the marketing division have to use the bot and implement new questions. For small to medium sized conversations I would … Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) With built-in connection to SAP database (via SAP Cloud Foundry HANA studio), we believe it was a strong choice against AWS for the following: Information security/simplicity - All information remains under one SAP solution. Easy integration - No third party API needed to use or … Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) SAP Intelligent Robotic Process Automation Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) Conversational AI is a lot leaner than the competition, especially compare to Botpress and Microsoft whose frameworks feel less convincing to managers. SAP also provides key use cases with both their own technologies and third-party solutions and the underlying chatbot platform … Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) IBM Watson Assistant Incentivized Helpful? SG Sudip G Subject Matter Expert Chose SAP Conversational AI (discontinued) Our scenario was pretty clear. We looked for an enterprise chatbot platform that could support SAP ERP like S/4HANA. Recent features make going with SAP CAI the clear choice for someone who wants to build bots around S/4HANA. Incentivized Helpful? Ahmed Khan Techno-Functional Lead SAP S/4 HANA (SD) Chose SAP Conversational AI (discontinued) Not applicable. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) We selected SAP Conversational AI because we are a big group in constant development that invests in technology that is easy to use and has a good support community. Incentivized Helpful? Verified User Anonymous Chose SAP Conversational AI (discontinued) The easy implementation of SAP Conversational AI makes it stand out against any other tool. In turn, the free implementation for a PoC opens the game to give demos to promote its use to potential customers. Recently they launched the web client to implement a bot in SAP Cloud … Incentivized Helpful?

Best Alternatives
	Fin by Intercom	SAP Conversational AI (discontinued)
Small Businesses	LocaliQ Score 9.0 out of 10	Front Score 7.1 out of 10
Medium-sized Companies	Piper the AI SDR by Qualified Score 9.2 out of 10	Genesys DX (discontinued) Score 10.0 out of 10
Enterprises	Conversica Score 9.9 out of 10	Genesys DX (discontinued) Score 10.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Fin by Intercom	SAP Conversational AI (discontinued)
Likelihood to Recommend	8.3 (0 ratings)	7.4 (0 ratings)
Likelihood to Renew	10.0 (0 ratings)	- (0 ratings)
Usability	8.8 (0 ratings)	7.7 (0 ratings)
Availability	9.1 (0 ratings)	8.2 (0 ratings)
Performance	9.1 (0 ratings)	8.2 (0 ratings)
Support Rating	5.7 (0 ratings)	6.5 (0 ratings)
Online Training	7.4 (0 ratings)	- (0 ratings)
Implementation Rating	6.6 (0 ratings)	- (0 ratings)
Product Scalability	9.1 (0 ratings)	- (0 ratings)

User Testimonials
	Fin by Intercom	SAP Conversational AI (discontinued)
Likelihood to Recommend	While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment. Incentivized Verified User Anonymous Read full review	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 Mary Ramirez Assistant Director Of Information Technology Read full review
Pros	Great UI - everyone has their own inbox but can still see all incoming messages. Fin AI - we love the AI functionality, it saves tons of time of the team. Automated emails - we configured Intercom in a way that it uses a lot of information we have about our users (e.g. their subscription, date of upgrade, etc.) so that we can use it to automate communication. Incentivized Verified User Anonymous Read full review	SAP Conversational AI in addition to providing the chatbot features also integrates bot analytics without the need for much setup/deployment work. It is possible to code SAP Conversational AI chatbot in multiple coding languages (Node.js, Python, PHP, iOS, etc.) that makes it easy both implement as well as integrate with existing IT stacks (eg. Analytics, AI, Databases). SAP Conversational AI is easy to implement and get it running especially if you are already using SAP S/4HANA Cloud. Incentivized AM Aditya Mohan Manager Read full review
Cons	Some things are repetitive. Ex: If you provide guidance to ask a follow-up question, it'll ask that follow-up question each time. It'd be cool to have a "vibe" check for auto-sorting. Ex: We have responses to our outreach feed into Intercom. It'd be cool to have a way to auto-sort based on if they ask a detailed question or just a plain "interested" response. It'd be cool if Fin by Intercom flagged conversations, like it a customer seemed agitated, for the team to review. Incentivized Verified User Anonymous Read full review	Documentation update. Some of the very nice tutorials and docs seem outdated or not SAP-branded, which can be confusing Fallback channels. The intercom fallback channel has an important lack of speed, and the SAP fallback channel seems complicated to implement in a product development sprint Incentivized Verified User Anonymous Read full review
Likelihood to Renew	It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ Incentivized Ariana Thompson Support Operations Read full review	No answers on this topic
Usability	It takes a bit of getting used to. It's easy to start off with simple pieces of answering queries, etc. The real part is when one tries to use workflows with triggers and automation. Then, it can be a whole different experience. I would love to see it being much simpler in terms of usability there. Incentivized Verified User Anonymous Read full review	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 Verified User Anonymous Read full review
Reliability and Availability	always there Incentivized Verified User Anonymous Read full review	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 Verified User Anonymous Read full review
Performance	works perfect Incentivized Verified User Anonymous Read full review	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 Verified User Anonymous Read full review
Support Rating	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. Incentivized LW Lukas Washack Operations Manager Read full review	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 Verified User Anonymous Read full review
Online Training	Easy to know the learning path Incentivized Verified User Anonymous Read full review	No answers on this topic
Implementation Rating	The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom. Incentivized Verified User Anonymous Read full review	No answers on this topic
Alternatives Considered	In my experience, what Intercom has done with Fin by Intercom is far more innovative and forward thinking than other tools I've used. It's intuitive, easy, and they are always releasing new things to make Fin by Intercom even more powerful. Incentivized Verified User Anonymous Read full review	SAP Conversational AI has been a great help in analyzing common errors in data processing and analytics. It is important to understand scenarios that apply in this situation as information is constantly being gathered, which is where SAP Conversational AI is able to help provide common issues to be resolved. Data-driven and AI responding is the future of software analysis. Incentivized Steven Gomez Engineer II \| Scientific Associate II Read full review
Return on Investment	I like how I don't feel like I need to constantly be monitoring support, especially on weekends It's great that the user will get some response right away, I just need to hope that the response they do get is good enough if I'm awk Incentivized Verified User Anonymous Read full review	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 Verified User Anonymous Read full review
ScreenShots	Fin by Intercom Screenshots	SAP Conversational AI (discontinued) Screenshots