SoundMinds vs Intercom Fin

Intercom Fin uses RAG to generate responses from your docs. SoundMinds returns your exact pre-written answers. One approach can hallucinate. The other can't.

The problem with Intercom Fin's approach

Intercom Fin uses RAG (Retrieval-Augmented Generation). It retrieves relevant articles from your knowledge base, then has an AI generate a response. This is where hallucinations happen.

"The trickiest thing about large language models is that they're great at appearing plausible, even when they're wrong. ChatGPT suffers from 'hallucinations'—confidently providing incorrect information."

— Intercom, explaining their own AI's limitations

Even with RAG, the AI is still generating text. It can misinterpret your content, combine information incorrectly, or add qualifiers you didn't write.

How the approaches differ

Intercom Fin (RAG)

Customer asks question → Retrieve docs → AI generates response → Hallucination risk
  • AI can misinterpret your content
  • AI can combine information incorrectly
  • AI can add qualifiers you didn't write
  • You can't audit every possible response

SoundMinds (Semantic QA)

Customer asks question → Match Q&A pair → Return YOUR answer → Zero hallucination
  • Every answer is one you wrote
  • 100% auditable—you control all content
  • When unsure, says "I don't know"
  • Compliance-friendly by design

Feature comparison

Feature SoundMinds Intercom Fin
Hallucination risk Zero Present (reduced)
Answer source Your exact Q&A pairs AI-generated from docs
Auditability 100% Partial (citations)
Compliance suitability High Medium
When uncertain Says "I don't know" + escalates May still generate response
Pricing From $10/mo $0.99/resolution + platform fees

When to choose SoundMinds over Intercom

Accuracy is non-negotiable

When wrong answers mean liability, compliance violations, or lost customer trust.

You need auditability

When your legal or compliance team needs to review every possible response.

You've been burned before

When you've experienced chatbot hallucinations and need a solution that can't make things up.

Predictable pricing matters

When you want flat monthly pricing instead of per-resolution fees that can spike unexpectedly.

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