Fin vs Kore.ai (2026)

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.

Sourcefin.ai/pricingread 2026-09-05

The tools and integrations layer connects outside systems over HTTP, MCP, AWS Lambda, SDK invocations, the A2A protocol, sandboxed tools, OpenAPI definitions and webhooks, with circuit breakers and retry logic. Data sources such as Salesforce, SAP, Microsoft, VMware and Zendesk are reached through tool definitions, so none of them is built into agent logic.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/pricingread 2026-09-05

Four orchestration patterns are invoked through ABL constructs and enforced by the runtime. They include parallel fan out with barrier synchronization, asynchronous delegation that survives pod restarts, and turns carrying several intents that map to several agents.

Supervisor routing arbitrates handoff and delegation, a pipeline classifier skips the reasoning loop for intents it recognizes with high confidence, and the Google A2A protocol carries communication to agents hosted on other runtimes. The runtime's two engines execute agentic reasoning and deterministic flows in parallel from one definition.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/pricingread 2026-09-05

Agents deploy across 27 channels covering web, voice, messaging, email and enterprise APIs, among them Microsoft Teams, ServiceNow, Slack, Webex and Zoom, with consistent behavior and no rebuilding for each channel.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/help/en/articles/13975777-pricing-and-usage-limitsread 2026-09-05

Search AI is the platform's knowledge retrieval layer, providing RAG, vector search, knowledge graph traversal and reranking to surface context to agents as they reason. The customer configures it and the platform maintains it, and the retrieval pipeline comes with guidance on model selection, chunking and context window sizing.

SourceKore.ai Agent Platform and Search AI documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/capabilitiesread 2026-09-05

Memory is a formal construct in Agent Blueprint Language alongside goals, tools and guardrails, executed against a shared memory layer that coordinates state across both cognitive engines. Session Meta Memory is managed by the system.

Custom Memory Stores are persistent and structured with JSON Schema, and each takes a scope: one user across all of that user's sessions, a single session that clears when it ends, or the whole application. A retention policy sets each store to last a session, a day, a week or a month, and tools read, write and delete store content at run time. Shared stores pass structured context between agents.

Sourcedocs.kore.ai agent platform memory stores guideread 2026-10-25

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.

Sourcefin.ai/trainread 2026-09-05

The Workflow Engine runs workflows lasting minutes to days, with built in steps where a person reviews the work and approval gates that hold it until someone signs off. Guardrails are a core ABL construct enforced outside the model, the runtime carries guardrails in several tiers with circuit breakers and rate limits, and supervisor routing checks those guardrails, so the runtime overrides an agent's chosen route when policy requires. Arch AI hands its work products to a person to review and never applies them silently.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.airead 2026-09-05

Security and governance include SSO, role based access control, guardrails, audit logging, encryption, key management, multitenancy with full tenant isolation, PII detection, identity verification and compliance reporting, on an enterprise foundation carrying PCI, SOC 2, GDPR and FedRAMP certification, with handling for the right to erasure and data minimization controls.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/analyzeread 2026-09-05

Observability follows the agent's reasoning, capturing every reasoning step, tool call, routing decision and guardrail evaluation as structured trace data across chains of delegated agents. Deep Observability records over 200 trace events per session and provides runtime inspection, alerting and debugging of each session across interactions between agents.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.airead 2026-09-05

Kore.ai runs as cloud SaaS or self hosted for organizations with data residency or compliance requirements, with the same platform capabilities either way. The infrastructure layer plugs into Microsoft Azure, Google Cloud, AWS, on premises installations and private VPC deployments, so the customer chooses where the platform runs.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/capabilitiesread 2026-09-05

The AI agent marketplace offers named prebuilt agents across banking (ATM Locator, Dispute and Fraud Handler), retail (Product Search, Order Management), HR (Absence Management, Screening Agent), IT (Incident Management, Access Management), sales (RFP Response Automation, Lead Analyzer), legal and finance (Contract Amendment Assistant) and customer service (Escalation Predictor, Contextual Email Responder), installed with one click. Marketplace agents import with their predefined tools and workflows, and any component can be edited afterwards.

SourceKore.ai AI agent marketplace and Create an Agent from Marketplace documentation; docs.kore.ai/agent-platform/agents/create-from-marketplaceread 2026-09-30

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.

Sourcefin.ai/pricingread 2026-09-05

Every layer of the ecosystem is pluggable, so the customer swaps providers without rewriting agents. Supported models include OpenAI, Anthropic, NVIDIA, Cohere and LLaMA 2 among others, and open source and custom fine tuned models work through the same interface. A models library lets an admin add a new model or a custom integration, models hosted by a third party or by the enterprise itself can be brought in, each feature can be assigned its own model, and an analytics dashboard reports token distribution, latency and cost per model connection.

SourceKore.ai Agent Platform and Generative AI model documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/api-platformread 2026-09-05

Agent Blueprint Language is a typed language driven by schemas, compiled from DSL to intermediate representation to runtime, with definitions stored in Git as diffable YAML, reviewed in pull requests and promoted by the same CI/CD practices as application code. The tools layer exposes HTTP, MCP, SDK invocations, OpenAPI, webhooks and the A2A protocol for communication with agents on other runtimes, including agents hosted outside the platform.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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

Sourcefin.ai/pricingread 2026-09-05

Agent Evals is an automated evaluation framework for the customer's own agents, with test suites, regression tracking and quality gates that run as part of the deployment pipeline, and the results decide whether an agent is promoted. The environment pipeline routes every agent through a staging tier where automated suites and regression checks run before a pilot tier validates behavior on limited real traffic. Validation at compile time catches broken references before deployment.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05

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.

Sourcefin.ai/pricingread 2026-09-05

Agents reach outside systems only through the tools layer (HTTP, MCP, Lambda, SDK, A2A, OpenAPI and webhooks) and reach users through 27 programmatic channels. They do not drive a browser, a virtual desktop or software that lacks a programmatic interface.

SourceKore.ai Agent Platform documentation; docs.kore.ai/agent-platformread 2026-09-05