Choosing the right AI support tool can make or break your customer experience. In this comparison, we break down Duckie and Intercom Fin to help you make an informed decision.
Overview
Both Duckie and Intercom Fin are AI-powered support tools, but they take fundamentally different approaches.
Intercom Fin
- Built as an add-on to Intercom's existing platform
- Focuses on chat-based interactions
- Best for teams already using Intercom
Duckie
- Purpose-built AI support agent
- Works across multiple channels
- Designed for action and resolution, not just conversation
Key Differences
1. Resolution vs. Deflection
Intercom Fin focuses on deflecting tickets by answering questions.
Duckie focuses on actually resolving issues by taking actions—processing refunds, updating accounts, troubleshooting technical issues.
2. Customization
Intercom Fin offers limited customization within the Intercom ecosystem.
Duckie provides a no-code workflow builder where you can design exactly how your AI agent behaves, what actions it can take, and when to escalate.
3. Integrations
Intercom Fin works best within the Intercom ecosystem.
Duckie integrates with your existing tools—Zendesk, Freshdesk, Slack, Stripe, and more—regardless of your help desk platform.
4. Transparency
Duckie provides full audit trails and transparency into every decision the AI makes, giving you confidence and control.
Which Should You Choose?
Choose Intercom Fin if:
- You're already deeply invested in Intercom
- You primarily need chat-based FAQ deflection
- Your support is relatively straightforward
Choose Duckie if:
- You need AI that takes real actions, not just answers questions
- You want control over how the AI behaves
- You use multiple tools and need flexibility
- You want to actually resolve tickets, not just deflect them
Book a demo to see Duckie in action.
