Deflection against resolution
A deflected ticket is a customer who received an answer. A resolved ticket is a customer whose problem no longer exists. afka never counts a resolution that the agent cannot confirm.
afka uses analytics cookies to understand how visitors use the site. No ads, no data sales.
Fin by Intercom answers support questions inside Intercom, and deflection is the unit of success. The afka support agent resolves the underlying issue and takes the action on the account, and this page states the difference plainly.
Fin answers support questions inside Intercom, and the answers are good. A team that lives in Intercom gets useful deflection from it with little setup.
The afka support agent resolves the ticket: the agent reads the customer history, takes the real action on the account, order status, refunds within policy, subscription and account changes, and escalates with the full context attached when a person is needed. The work happens across chat, email, voice, SMS and WhatsApp, with memory that survives the channel change.
A deflected ticket is a customer who received an answer. A resolved ticket is a customer whose problem no longer exists. afka never counts a resolution that the agent cannot confirm.
afka publishes explicit per-action spending caps and enforces them in code rather than in a prompt: 100 USD per refund, 500 USD per day, 20 refunds per day. A cap that can be talked around is not a cap.
Support is one agent of a team that also covers sales, recruiting, the store and content, sharing one audit log and one billing model: work done, not seats.
A team that lives entirely inside Intercom and wants better answers in that product may be happy with Fin. The comparison changes when the team wants the ticket closed, not answered.
Start free and watch the support agent close a real ticket end to end.
Start free