Intercom Fin alternatives: how to evaluate docs-grounded accuracy before you switch

Teams rarely churn because a bot is slow. They churn because the bot sounds confident while being wrong. Accuracy and escalation behavior should drive your evaluation.

Test 1: source-grounding under ambiguity

Ask policy questions with edge cases. Require each tool to show the source used for the answer. If citations are missing or weak, risk is high.

Test 2: behavior when answer is unknown

Submit a question that is not in docs. Strong systems refuse and escalate. Weak systems improvise. This single test predicts future trust issues.

Test 3: handoff payload quality

• Full transcript attached to human queue.
• Intent and account context included.
• No need for the user to repeat themselves.