Ada vs Fin (2026)

Ada Computer gives the agent API tools that read and write in the customer's systems, code tools for logic such as refunds and eligibility, and MCP tools found by connecting any server by URL. Named integrations include Salesforce, Zendesk, ServiceNow, Genesys, Amazon Connect, Twilio Flex, Freshworks and Aircall, with handoff integrations into those contact center stacks.

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Fin runs on the customer's existing helpdesk across Intercom, Salesforce, HubSpot, Freshworks, Dixa, Front, Zoho, Sprinklr and Gorgias, adds Data Connectors for live external data, takes action to update external systems, and spans messaging and telephony channels.

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Playbooks let the agent follow multi-step SOPs using real-time data, breaking complex journeys into focused steps. The agent answers off-script questions from approved knowledge, returns to the right step, and moves to another workflow or a handoff with context. Processes add block-based flows, and the Conversation View traces each Playbook step.

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Procedures are configured multi-step workflows the agent runs end to end, including branches that end in a handoff to a human or into a workflow. Workflow automations on the Intercom helpdesk and Operator, a separate agent for customer operations work, sit alongside.

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Work starts when a company's customers arrive on voice, email, chat, messenger, WhatsApp, SMS, Instagram, in-app and custom channels. Ada also offers Proactive Outreach for messaging, and conversation start events trigger Playbooks.

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Channels include Voice, Email, Messenger, Slack, WhatsApp, SMS, Instagram, Facebook Messenger and Fin over API. Tickets, cases and emails come in from the connected helpdesk, and a proactive outbound suite runs on the Intercom helpdesk.

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A unified intelligence layer grounds the agent in shared customer context, business logic and policies, including knowledge bases and SOPs, managed in one place across channels. The Reasoning Engine retrieves knowledge in its original language and answers in 60 languages, and each conversation trace shows which Knowledge articles were used.

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Fin is trained on Knowledge Sources, Data Connectors, Procedures, Guidance and Categories, ingesting help center content from Intercom, Zendesk or Salesforce plus any public URL. The ingested content re-syncs every 24 hours for connected help centers and weekly for external web content.

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The platform keeps customer identity, context and conversation continuity across channels, returns to the correct Playbook step when earlier information is corrected, and carries context into a human handoff. Conversation identifiers and persistence are supported. The agent does not write its own memory across conversations with a scope, lifetime and a way to review or delete it.

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Context carries within a conversation and across a voice call, and Fin passes full customer context to a human on escalation. No memory layer with a stated scope or lifetime is named, and the persistence Fin advertises is a learning flywheel that feeds conversations into model improvement, not a memory store that can be located or deleted for a given customer.

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API tools are restricted by default to the Processes and Playbooks that call them, can be limited to certain users by rules on collected variables, and act in the customer's systems under the customer's controls. Conversations hand off to human agents with context. There is no step where a person approves an agent action before it runs.

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Procedures carry deterministic controls and cross-team approvals, with multi-stage validation and approval workflows running before any action is taken, and Fin performs only actions the customer has explicitly configured and approved. Refund paths enforce eligibility windows, value thresholds and approval requirements, and Guidance bounds tone, scope and escalation.

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The trust center at security.ada.cx publishes SOC 2 Type 2 and SOC 3 reports with named observation periods, plus HIPAA. Ada also holds AIUC 1 certification, with independent penetration testing at the infrastructure and AI model layers, and has zero data retention with LLM providers. Customers get SSO for team access and an Audit log of every configuration change with actor, entity and interface, exportable through an Audit Log API and webhook. The RBAC and MFA named in the privacy policy are Ada's own internal controls.

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Intercom supports SSO with Okta, Azure AD and OneLogin, plus 2FA, SCIM provisioning and IP restrictions, and holds SOC 2, ISO 27001, ISO 42001, ISO 27701, AIUC-1 and HIPAA.

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The Conversation View gives a complete trace of the steps the AI Agent took in each conversation and the resources it used (Coaching, Knowledge, Actions, Playbooks). Rows for each tool show API response times, each step has a details pane, and each conversation gets an Automated Resolution assessment. The Audit log separately records every configuration change with actor, entity and interface, exposed through an Audit Log API and webhook.

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The Analyze stage includes Topics Explorer, CX Score quality scoring across every conversation, an Optimize Dashboard and configurable alerts, which measure what happened. No production trace showing why the agent acted as it did is described, and the view of Fin's reasoning sits inside Simulations, a test surface used before launch.

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The platform is hosted on AWS in regions including the United States, Canada, Ireland and Germany, and the enterprise agreement sets data residency options, retention schedules and deletion rights. No self host, VPC or on premises deployment is offered.

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Customer data is hosted in the United States, the European Union or Australia, chosen to meet the customer's residency requirement, with redundancy across regions behind a 99.8% uptime SLA.

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Vertical Playbooks ship as a dedicated product on their own subdomain, playbooks.ada.cx, as packaged multi-step SOPs that customers adopt into their agent. The named verticals are ecommerce, financial services, gaming, health insurance, property and casualty insurance, SaaS and travel, though which of them ship today is not confirmed.

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Fin ships named role-specific agents that customers adopt as units, Fin for Service, Fin for Sales and Fin for Ecommerce, each with pre-trained skills, alongside packaged helpdesk editions for Salesforce, Freshdesk and HubSpot, a Simulation library and the AI Agent Blueprint.

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Ada orchestrates multiple LLMs behind its Reasoning Engine to understand, act and resolve, so several models are in play. Ada handles selection and routing itself, and customers cannot choose a model.

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Answers come from Fin's own proprietary model family, the Apex model built for customer support and Apex Flash for low latency voice, under the patented Fin AI Engine. No customer or admin model selection is described.

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Developers get a public reference at docs.ada.cx for the Conversations API, which embeds the agent in custom channels, and for the Variables, Tools, Data Export and Audit Log APIs with webhooks. SDKs sit alongside, as does Ada's own MCP server, with getting-started guides for Claude, ChatGPT, Codex, Gemini CLI and Google ADK, an authentication guide and a tools list covering test cases, test runs, coaching and knowledge search.

Sourcedocs.ada.cx/llms.txtread 2026-09-29

The Fin API Platform exposes the Apex generative, Retrieval and Reranker models individually or as a complete RAG pipeline for building custom agents, and the Fin Agent API embeds Fin in a customer's own product without the Intercom messenger. API is a first-class deployment channel, and the versioned REST API comes with an OpenAPI specification, interactive reference and changelog. A help center note says Fin cannot serve conversations created through the API, but it predates the API Platform and covers only that one path.

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Simulations run a library of up to 1,000 test cases as multi-turn conversations in bulk, up to 3,000 a day, and evaluate the agent's simulated responses against expected outcomes the customer defines. They serve regression testing, compliance audits and deployment readiness, alongside Interactive Testing and Coaching. Test cases and runs are also exposed as tools on Ada's MCP server.

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Customers get a test suite covering Simulations, Regression Tests, Previews and Audience Testing, run against their own configured agent, with results readable before deployment.

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The agent acts in backend systems through Ada Computer, which despite its name is a tool layer of API tools, code tools and MCP tools, not a way to operate a browser or desktop. Browser control and computer use are not described.

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Every deployment surface is a messaging, voice or API channel, and actions on external systems run through helpdesk connectors and Data Connectors. No browser control, virtual desktop or operation of software without a programmatic interface is described.

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