Which AI Agent is Right for Your Support Team?

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If you run a fast-growing company, you already know the pain of scaling customer support. Ticket volumes rise, customers expect instant responses, and hiring more agents isn’t always an option.

AI promises to solve this challenge, but not all AI is built the same.

Two key contenders in this space are:
✅ Fini – AI agents that learn, evolve, and take real actions
✅ AgentForce (Salesforce AI) – AI that assists human agents by retrieving knowledge

Two key contenders in AI-driven support are Fini and AgentForce (Salesforce AI). If your company already uses Salesforce, you might assume its AI solution is the best fit. But is it?

This article breaks down the core differences between Fini and Salesforce AI, helping you decide which solution is the right choice for scaling your customer support efficiently.

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The Key Difference: AI That Answers vs. AI That Solves

Imagine you’re at an airport, asking for directions.

✈️ Option 1: The info desk agent hands you a map.
✈️ Option 2: A concierge personally guides you to your gate, speeding up the process.

That’s Fini vs. Salesforce AI in a nutshell.

• Salesforce AI retrieves knowledge: it’s like the info desk handing you an article.

• Fini actually solves problems: it’s like the concierge handling your request from start to finish.

🚀 Fini doesn’t just answer questions, it automates support.

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Side-by-Side: Fini vs. Salesforce AI

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👀 If you’re using Salesforce, its AI can feel like an easy choice. But what if you want AI that actually grows with your support team?

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Why Support Leaders Choose Fini Over Salesforce AI

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1. Beyond Just Answering Questions—Fini Automates Support

Most AI chatbots just retrieve knowledge base (KB) articles.

🔹 Customer: “How do I cancel my subscription?”
🔹 Salesforce AI: “Here’s a help article.”
🔹 Fini: “I’ve canceled it for you. You’ll receive a confirmation email shortly.” ✅

💡 The difference? Fini automates workflows, taking real actions like issuing refunds, processing cancellations, and troubleshooting errors without human intervention.

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2. Works With Any Tech Stack- No Vendor Lock-In

Most businesses don’t rely on Salesforce alone. You might use Slack, Confluence, or other tools.

🚧 The problem? Salesforce AI only works inside Salesforce. If your company ever switches platforms or if your data lies in other tools, you’ll need to retrain your AI from scratch.

✅ Fini is platform-agnostic: it integrates with any support tool, so you’re never stuck in one ecosystem.

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3. Set It and Forget It- Fini Requires Minimal Maintenance

Keeping AI up to date is a pain. Most AI tools (including Salesforce AI) need constant manual updates to keep responses accurate.

🤖 Fini eliminates this hassle by learning from past tickets, product updates, and internal documentation- automatically.

📌 Example:
Your company launches a new pricing plan.

• Salesforce AI: You must manually update knowledge base articles and train the bot.

• Fini: The AI detects changes from past tickets and internal docs—no extra work needed.

🚀 Result? Your support team can focus on customers, not bot maintenance.

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AI Guardrails: Preventing Wrong Answers & Compliance Risks

One of the biggest fears with AI in support is hallucinations—when the AI makes up answers or provides incorrect information.

📌 Example: Imagine an AI chatbot promising a refund policy that doesn’t exist—leading to customer disputes and compliance issues.

⚠️ Salesforce AI doesn’t have built-in safeguards for this.
✅ Fini’s AI Guardrails ensure accuracy by:

• Pulling answers only from verified sources

• Preventing incorrect responses when confidence is low

• Offering explainable AI (where responses are backed by references)

🔒 For fintech, healthcare, and regulated industries, this is a game-changer.

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How Fini Sees the Bigger Picture—Data & Knowledge Management

Think of customer support like a jigsaw puzzle. Most AI tools can only work with pieces from their own box.

🔹 Salesforce AI pulls data only from Salesforce articles and macros.🔹 Fini connects to everything- Google Drive, Notion, Confluence, APIs, event logs- ensuring complete knowledge coverage.

💡 Why it matters: Your AI agent doesn’t just use one source of truth—it creates a unified knowledge base across your company knowledge.

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Scaling With You—No Need to Retrain AI When You Grow

As your company scales, your support AI should scale with you.

🚧 The problem with Salesforce AI? If your company ever switches platforms, you’ll need to retrain AI from scratch.
✅ Fini moves with you, whether you’re on Salesforce, Zendesk, Intercom, or any other tool.

📌 Example:
A fast-growing fintech company starts on Intercom but later switches to Zendesk.

• Salesforce AI: Requires retraining from scratch

• Fini: Moves seamlessly within minutes, retaining all past knowledge

🚀 The benefit? No wasted time, no lost AI training.

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Real-World Impact: How Companies Use Fini to Scale Support

Case Study: Qogita

📌 Challenge: High support volume, repetitive tickets, and limited human agent bandwidth.
📌 Solution: Qogita implemented Fini AI agents to handle all their support queries.
📌 Result: 88%+ of support tickets automated while maintaining high customer satisfaction.

💡 Many teams that started with Salesforce AI switched to Fini for better automation, adaptability, and efficiency.

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Which AI Is Right for You?

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Final Verdict: The Future of AI in Support

Fini vs. Salesforce AI boils down to one question:

🚀 Do you want a system that just retrieves knowledge- or one that mimics humans - i.e. learns, takes action, and evolves?

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Ready to see Fini in action? Book a demo 📅

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