Purpose-Built AI Support Agents Hit 70-85% Resolution — Incumbent Bolt-Ons Stuck at 30-45%

Fini Labs·high signal

A Fini Labs evaluation of 8 AI support platforms reveals a widening resolution gap: purpose-built autonomous agents (Fini, Decagon, Sierra) consistently clear 70-85% of tickets, while incumbent bolt-ons (Zendesk AI at 38% deflection, Intercom Fin at 50%) remain stuck at 30-50%. The gap stems from architecture — incumbents built AI on top of legacy ticketing cores, while specialists use reasoning-first designs. Specific production results: Lightspeed 72% resolution across 12+ languages, Topstep 65% handling 150K monthly conversations.