Fin AI Agent

It is easy to set up and administer and has helped us scale our support volume without the need to scale support headcount and knowledge like the pre GenAI world required. So far our Agent CX scores are in the 90's giving us high confidence in the quality and the customer experience.

Within the first year of training Fin on our support knowledge based and then deploying it on our website, it was handling and RESOLVING over 20% of customer interactions. That percentage has continued to increase each year.

The user interface is well designed, but most importantly it works, and works fast. The ability to zero in on a specific conversation and understand what worked (or didn't) for that customer is extremely helpful in improving our customer service offerings.

As human in the loop models and workflows continue to evolve, the workflow to train and update content could be better. I feel like some of the training capabilities could be consolidated from several to a single tab.

While this is not a true dislike of what the product is, I would like to emphasize here what the product is not. In its current iteration, Fin can be a true business investment with nearly instant cost reductions and improved customer experience. However, it is not yet a 1-for-1 replacement of a customer support team. The two together pair exceedingly well.

In all honesty, it's hard to find fault, though with such a recent implementation we're in the honeymoon phase. But perhaps one improvement would be to directly link a colleague to a specific chat for them to review, without having to export a chat and then have them search for the same chat based on key details or chat ID.