Playing a different game

When competing in business, you have two choices. Try to win the game your competitors have chosen to play, or play a different game.

In our category, which we call Customer Agents, our well-financed competitors have made generous use of fabricated demos, particularly when it comes to their voice technology. Voice is just extremely hard. And while we all know that the future of customer experiences will be Agent-driven voice, we’re not there yet today. How many times have you called a business and spoken with a modern AI Agent? The technology is not generally in the wild because it’s just not been ready. That changes today. And because we finally reached a level we’re proud of, we’re going to play a different game. No smoke or mirrors are required. We’re sharing a live demo of our tech for the world to see and it’s very, very good.

For those still reading let me give you some context on this new product and explain what makes it so special.

Yesterday we announced Apex Flash, our newest and fastest model yet, and one we built for the unique demands of low latency channels like voice. Today we’re announcing Fin Voice 2, a major upgrade to Fin Voice with over 20 new features, and our first product built on Apex Flash.

Here are three things you need to know:

First, thanks to Apex Flash, Fin Voice 2 is now the fastest, most natural Agent for phone, with higher resolution rates and customer satisfaction scores than ever before. Apex Flash is trained on millions of customer experience interactions, fine tuned for customer service, and can be configured to understand all your knowledge and follow all your policies. This means Apex Flash delivers higher resolution rates whilst being significantly faster, delivering the best of both worlds.

Fin Voice 2 is the fastest and most natural voice agent because it was built in a superior way. Most voice AI products are slow because they convert speech to text, send it to a general model, get a text answer, and then convert it back to speech. Fin Voice 2 was designed to work differently, separating the real time layer that handles speech processing, and the layer that generates answers. It is purpose built for the demands of customer service on voice.

Second, Fin Voice 2 can handle all your complex queries, for example taking actions in external systems, verifying callers’ identities, processing refunds, booking appointments, and so much more. Phone is a high stakes channel, and Fin can very naturally deal with customers in many different emotional states, adapting when their emotional state changes. Fin will clarify when needed, and confirm key details before taking action. Most of the time, Fin can resolve the query in full, and when it can’t, it seamlessly hands off to the human team, maintaining full customer context and history. Fin Voice 2 has multiple improvements to call quality, and can call proactively to follow up with people who have unresolved queries.

Third, Fin Voice 2 gives you total control, with the best tools in the industry to configure and manage how Fin behaves. We’ve shipped even more rich, detailed insights into areas like call behavior and quality, the most common topics of calls, and one-click recommendations to improve. As with everything in Fin, you can fully self-serve and then manage it all with ease, without requiring professional services. Other companies will only let you set up their voice agent under their supervision, meaning you need to contact them to change anything. With Fin, we give you everything you need.

If you’ve not yet tried the demo, go check it out. Or just wait a bit and you’ll likely end up speaking with it at your favorite brand soon.