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botBrains vs. Fin

Why teams choose botBrains over Fin

Both resolve customer requests with AI. The difference is who stands behind them: Fin is a US product inside Salesforce, botBrains a Berlin team with EU hosting.

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Comparison table

botBrains and Fin, side by side

Comparison of botBrains and Fin by criterion, each with sources
Built for

Support teams in DACH

SMBs with at least two support agents, mostly in ecommerce, sports, events and SaaS.

botbrains.io/about-us

Company

Independent, based in Berlin

botBrains GmbH, founded in 2023. Your first call is with one of the founders.

botbrains.io/about-usbotbrains.io/meeting

Data residency

EU hosting for every customer

Application data in Frankfurt, servers in Germany, AI processing in the EU. No third-country transfer, at no extra cost and with no special contract.

Docs: Subprocessors

AI models

Fixed models, in the EU

OpenAI with EU data residency and zero data retention, Azure OpenAI in the EU, Claude via AWS Bedrock in Frankfurt. No training on your data.

Docs: Trust FAQ

Helpdesk

Works inside Zendesk and Salesforce

Answers tickets, sets fields and status, escalates with an internal note. botBrains is not a helpdesk: your team stays in its tool.

Docs: ZendeskDocs: Salesforce

Channels

Chat, email and phone

Website chat, app and Slack, email via Zendesk and Salesforce, inbound and outbound phone. WhatsApp Business by invitation.

Docs: Channels

Analytics & QA

Included in the price

Topic analysis, conversation attributes, scorecards and monitors at no extra cost. botBrains Engineer, our counterpart to Operator, runs on a monthly credit allowance.

botbrains.io/pricingDocs: ServiceLensDocs: Engineer

Implementation

Guided rollout

We connect systems, set up processes and test together, with a dedicated rollout manager for ticketing. Most customers go live in 1 to 2 weeks.

botbrains.io/pricingbotbrains.io/industry

Trial & contract

Paid pilot with an exit

No free trial. Every contract starts with a special right of termination, usually in the first 30 days. Terms are usually 12 months.

Docs: Billing

Certifications

GDPR and DPA, ISO 27001 planned

botBrains acts as processor under a DPA. Its data centers are ISO 27001 certified; its own certification is planned.

Docs: CertificationsDocs: DPA

Pricing: chat

€0.19 per AI answer

On average 2 answers per chat, so €0.38 per conversation. No per-seat fees, so invite your whole team. AI analytics included.

botbrains.io/pricingDocs: Billing

Pricing: ticketing

€0.56 per AI answer

About €0.85 per ticket, from €1,700 a month. No seats, rollout manager included.

botbrains.io/pricing

Pricing: phone

€0.40 per minute

One per-minute price, number included, from €400 a month. Time after a transfer is free.

botbrains.io/pricingbotbrains.io/ki-telefonassistentDocs: Phone

As of October 12, 2026. Fin information from public sources by Fin, Intercom and Salesforce. botBrains prices in euros, Fin prices in US dollars.

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The top reasons teams choose botBrains

Your data stays in the EU.

Hosting in Germany, AI processing in EU data centers, no third-country transfer, for every customer. On Fin, US hosting is the default and EU hosting needs a contract.

An invoice you can count.

Fin charges $0.99 per outcome, even when a customer simply stops replying. In chat, botBrains costs €0.19 per AI answer, with no seats and analytics included.

A team you know.

Fin has been part of Salesforce since September 2026, set to complement Agentforce. At botBrains you talk to the founders and get personal support through go-live.

What AI customer service looks like with botBrains

Ballsportdirekt

90% of requests automated

Ballsportdirekt answers about 14,000 requests a year with AI, including order status from its own ERP.

FC Schalke 04

90.4% CSAT in fan service

ERWIN resolves more than 90% of fan requests directly in chat and supports the team in Salesforce.

skapetze

79.6% resolution rate

AI lighting advisor Kira held more than 5,000 conversations in three months, with live product data from Shopify.

OMR Education

1,000+ prospects advised

OMR Education recommends the right courses to website visitors and answers questions in real time.

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What to know about Fin in 2026

Fin now belongs to Salesforce.

In May 2026 Intercom renamed itself to Fin; Intercom is now only the name of the helpdesk. In June Salesforce signed an agreement to acquire it for about $3.6 billion, and the deal closed on September 10, 2026. Fin is now part of Salesforce AI Labs.

Salesforce describes Fin’s packaged offerings and proprietary models as a fast-to-value complement to Agentforce, especially well-suited for SMB and some commercial organizations. Signing with Fin today means becoming a customer of a Salesforce product.

fin.ai/aboutSalesforce, June 15, 2026Salesforce, Sept 10, 2026

Fin decides which model answers.

To be fair: Fin is a strong product. Fin reports an average resolution rate of 76%, counting both confirmed and assumed resolutions. Since October 2026 it runs on Apex 2.0, its own model built on NVIDIA Nemotron, and switches automatically to models from OpenAI, Anthropic and Google.

So Fin decides which model processes your customer data. Without an EU contract, all AI providers on its subprocessor list process in the US. At botBrains this is fixed and documented: OpenAI with EU data residency, Azure OpenAI in Sweden and France, Claude via AWS Bedrock in Frankfurt.

fin.aiFin: Apex 2.0Intercom: Subprocessors

Silence counts as resolved.

Fin costs $0.99 per outcome. A conversation counts as resolved when the customer confirms, or when they don’t respond for 24 hours after Fin’s last answer. According to Fin’s help center, a frustrated customer who leaves without asking for more help is billed as an assumed resolution too. Only when Fin detects frustration and hands off to a human is there no charge.

botBrains bills AI answers, not classifications: €0.19 per answer in chat, included in your monthly plan. Every answer can be traced in the conversation history, and spam is never billed.

Fin: OutcomesDocs: Billing

botBrains has been a game-changer. A 90% resolution rate is just a number, but we feel the impact daily. Our support team is no longer overwhelmed, and customers receive instant, clear answers.
Carolin HoltwiescheProduct Manager Indoor at Ballsportdirekt

How we make switching from Fin easy.

Switching AI agents is nobody’s favorite project. So here is exactly how it works.

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  1. 1

    You don’t pay twice.

    Still under contract with Fin? On a 12-month deal, we waive our fees for the months you’re still paying Fin, up to the amount you pay there.

  2. 2

    We build on your setup.

    Together we go through your ticket volume, channels and the processes Fin handles today. botBrains reads your help center, website, PDFs and past tickets, and we rebuild your actions with you.

  3. 3

    We go live step by step.

    Drafts for your team first, then autonomous answers, topic by topic. You keep a special right of termination in the early phase.

Our honest comparison promise

Most comparison pages are sales collateral in table form. Pick the rows carefully and you win every table.

Competition is good. One-sided comparisons are not.

So here is our rule: every row cites public sources, both products get the same level of detail, and we show where Fin is the better choice. If you spot a wrong or outdated claim, email us at info@botbrains.io. We will check it and correct it.

Liam van der Viven

Liam van der Viven

Co-Founder & CEO, botBrains

Where Fin may be a better fit.

You already work in Intercom.

Fin is at home in the Intercom helpdesk. botBrains works inside Zendesk and Salesforce and cannot be added to the Intercom inbox.

Your customers write on every channel.

WhatsApp, SMS, Instagram, Facebook Messenger and Discord are native Fin channels. botBrains focuses on chat, email and phone, with WhatsApp by invitation.

You want to reach out proactively.

Product tours, surveys, in-app messages and push campaigns are part of Intercom’s Proactive Support Plus, from $99 a month. botBrains answers inbound requests; only the phone AI makes outbound calls.

Questions and answers.

What teams ask most often when they compare botBrains and Fin.

Fin is the AI agent of the company that was called Intercom until May 2026 and has been part of Salesforce since September 2026. Fin works best in its own Intercom helpdesk, covers many channels and can be set up self-serve in under an hour. It is billed per outcome.

botBrains is an AI agent from Berlin for support teams in the DACH region. It works inside Zendesk, Salesforce, website chat and on the phone, all data stays in the EU, and the rollout is guided personally. It is billed per AI answer in a monthly plan.

Ready to see botBrains in action?

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