Capacity vs Fin
Fin uniquely has 9 features · Capacity uniquely has 6 features.
| Capacity | Fin | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2011 |
| HQ | St. Louis, USA | San Francisco, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | Apex 1.0 and Apex Flash (proprietary, custom-trained on customer experience interactions) |
| User base | 1.5M+ users across 20,000+ organizations | 12,000+ customers |
| Platforms | Web, Voice, SMS, Email, Chat | Web, Voice, Chat, Email, SMS, WhatsApp, Slack, Instagram, Facebook Messenger, API |
| Languages | English primary; multilingual support not publicly detailed | Dozens of languages with real-time translation |
| Pricing | ||
| Pricing model | Custom | Usage-based |
| Free plan | No | No |
| Free trial | No | Yes |
| Starting price | — | $0.99/outcome |
| Enterprise | Custom | Custom — contact sales |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Fin with your current helpdesk$0.99 per outcome usageFin with Intercom helpdeskFrom $0.99 per outcome + $19 per helpdesk seat/month usagePro Add-on$99 per 1,000 conversations/month usageCopilot Add-on$35 per user/month |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | Mid-market and enterprise businesses seeking an AI agent to automate customer service across multiple channels and helpdesks |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | Fin uses proprietary Apex AI models custom-trained on billions of customer experience interactions, achieving an industry-leading average 76% resolution rate across 12,000+ customers with outcome-based pricing so you only pay when issues are truly resolved. |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Zendesk AI, Freshdesk Freddy AI, Salesforce Einstein, Intercom (standalone), Ada, Tidio |
| Features | ||
| AI Agent Builder | ✓ | — |
| AI Copilot for Agents | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Email & Ticketing | — | ✓ |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| Live Chat Support | — | ✓ |
| Proactive Outbound Suite | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| Whatsapp & Sms | — | ✓ |
| Workflow Automations | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Salesforce, HubSpot, Freshdesk, Intercom, Shopify, Slack, WhatsApp, SMS, Instagram, Facebook Messenger, Okta, Azure AD, OneLogin, MCP |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |