Platforms
Two platforms: Fin and Zendesk AI.
Fin
Resolution rate, knowledge sources, handoff rules and task workflows, with Tier 2 actions gated behind identity verification.
Zendesk AI
AI agents, intent routing, macros and help-centre knowledge quality, including the Forethought advanced tier.
Platform compatibility and available capabilities vary by implementation and plan. ConvoAssist is an independent service and is not affiliated with, partnered with or endorsed by these platform providers. Platform licence and per-resolution fees are billed directly by the provider.
Platform work
How the platform choice affects the work.
The platform decides what is technically possible. The risk-tier framework decides what is actually deployed. Tier 1 answers run against corrected knowledge, Tier 2 actions run behind identity verification and gating, and Tier 3 contacts are detected, routed and logged rather than resolved.
That is the same on both platforms. What changes is the mechanism: Fin knowledge sources and task workflows, or Zendesk AI agents, intent routing and help-centre content. Either way the monthly output is the same Assurance Pack.
Platform compatibility and available capabilities vary by implementation and plan. ConvoAssist is an independent service and is not affiliated with, partnered with or endorsed by these platform providers. Platform licence and per-resolution fees are billed directly by the provider.
FAQ
Platform questions
AI customer support your compliance team can sign off, and keep signing off.
If you are still choosing between Fin and Zendesk AI, book an assessment call and I will assess both against your contact mix.
Rob DarrenFounder, ConvoAssist