“Should I use Fini or Zendesk’s AI?” This is a common question we receive from prospective customers. If you're already using Zendesk for managing your customer support, you might wonder why you should consider Fini. In this article, we will dive into Fini and Zendesk AI agents, and help you decide what’s best for you.
The Core Difference: AI at the Heart
Imagine you’re building an autonomous vehicle. Would you trust Cruise or Waymo that focusses on data and latest AI technology to build the best self-driving tech or would you trust Ford to upgrade its vehicles?
Ford will always be 5 years behind. They will have the innovators dilemma. They would never be able to take the next step and be stuck in adding a cruise mode, while Waymo leaps ahead and makes technology using existing cars to self-driving cars safer than most advanced human-driven vehicles
That’s what Fini is doing for AI support agents. We are using existing Zendesk backend and upgrading it to self-sustain and provide 24*7 support using Agentic AI.
Zendesk’s AI capabilities are decent as an add-on, but they lack the depth and flexibility of Fini’s AI-first approach. Fini isn’t just a support tool built to answer simple questions from a knowledgebase — it’s a native Agentic AI platform that puts AI at the core of its design, to maximize user experience with AI agents by solving complex queries, ability to take actions on user accounts, and learning through every interaction.
Data: Beyond the Zendesk Ecosystem
Think of your customer support as a puzzle. Zendesk’s AI can only barely function when the data is within its own ecosystem: macros, knowledge bases, and past tickets. But what happens when the missing piece lies outside Zendesk’s ecosystem—in Confluence, Google Drive, or your app’s event logs? That’s where Zendesk’s AI COMPLETELY fails. (Cruise control in a car can only go so far)
Fini doesn’t just fit into the puzzle; it sees the whole picture. By connecting seamlessly to your internal databases, APIs, and third-party platforms, Fini creates a unified knowledge base. This holistic integration ensures that every customer query is addressed with accuracy, pulling information from wherever it resides. No more “sorry, I can’t help with that” moments.
Moving from Answers to Actions
Imagine a frustrated customer asking, “Where’s my refund?” Zendesk’s AI might respond with, “Let me check that for you.” But Fini’s AI takes it a step further: “Your refund has been processed and should appear in your account within 3-5 business days.” And if it hasn’t been processed yet, Fini’s AI can initiate the refund on the spot.
Fini’s action-oriented AI agents don’t just stop at responding. They fetch live order statuses, approve adjustments, or trigger workflows—all within controlled parameters you set. Zendesk’s AI, while great for conversations, lacks this agentic capability. Fini becomes not just an assistant but a proactive team member, resolving up to 70% of tickets end-to-end. (You can read how we helped an ecommerce company automate 88% of their tickets)
Knowledge That Evolves
Picture this: Your AI encounters a new question it can’t answer. Zendesk’s AI tries to answer - fails and forgets. Yes you read it right, it just completely forgets about it. Fini is built differently. It’s built to help you improve your knowledge over time autonomously using AI. It’s built to learn from every interaction. With Fini, unanswered questions lead to reinforcement learning, filling knowledge gaps for future and improving resolution rates over time.
Fini’s proactive insights also highlight missing documentation or conflicting information in your knowledge, empowering your team to optimize your support operations. Instead of being stuck with outdated macros or knowledge bases, you have a constantly evolving solution that grows with your business.
Scalability and Flexibility
In today’s ever evolving environment, with AI changing how software is created and used - adaptability is key. Remember how Klarna replaced Salesforce overnight?
You can now not be tied to one platform.
If you start using Zendesk AI you are stuck. If your needs change and you ever decide to move to Salesforce or Intercom or a new age ticketing tool? You lose all your AI progress. It’s gone overnight. And now you need to train another AI agent from scratch.
Fini is platform-agnostic. Whether you start with Zendesk or switch to another tool, Fini’s AI agent seamlessly migrates with you. This future-ready flexibility ensures you’re never locked into a single platform, providing the freedom to scale your operations as you grow.
Real-Life Impact: A Customer Story
One of our customers, a fast-growing e-commerce company, faced challenges with their Zendesk-based setup. They were using Zendesk AI which handled <30% of their basic queries, and struggled with nuanced queries like checking delivery statuses or processing returns. The manual workload on their agents was overwhelming.
When they switched to Fini, the results were transformative. Fini integrated with their live order logs, and payment gateways. Now, 75% of tickets are resolved automatically—including complex tasks like initiating refunds and tracking orders. Their agents can focus on high-priority cases, while Fini handles the rest. Customer satisfaction soared, and their team finally had breathing room.
More capabilities across all metrics than Zendesk AI:
Knowledge:
Compatible Platforms:
Self-Serve Configuration:
Behaviour:
Platform:
Which Should You Choose?
If you’re looking for a lightweight AI solution within Zendesk’s ecosystem, their AI might suffice. But if you’re aiming for deeper integration, higher automation rates, and a truly AI-first approach, Fini is the clear choice.
Customer support isn’t just about answering questions—it’s about solving problems, building trust, and creating delightful experiences. That’s why Fini exists: to help you deliver exceptional support, powered by AI that’s as dynamic as your customers' needs.
.svg)
.svg)
