AI-powered Suggestions<\/strong> capabilities.<\/li>\n<\/ul>\nWe’re also investing heavily in our underlying AI and model layers to make Fin the highest performing AI Agent, so it can deliver the best customer experience.<\/p>\n
The evolution of Fin<\/h2>\n
We\u2019ve come a long way since we launched Fin 1 just over two years ago. It was the very first AI Agent for customer service and focused on using your knowledge content to resolve informational queries, enabling it to do all frontline support and free teams to do higher-level work. Then we launched Fin 2. It answered the question of whether AI Agents could deliver human-quality service (it could).<\/p>\n
Since we launched Fin 2, its average resolution rate has continued to climb to 66% across our 6,000+ customers. Over 20% of our customers are getting above 80%.<\/p>\n
We\u2019re proud of this, but it\u2019s not enough. Customer expectations continue to grow. Many teams have been using Fin in more complex workflows, across new channels, and at greater scale. We\u2019ve learned that resolution rate alone isn\u2019t enough. Answering a quick FAQ in chat isn\u2019t the same as investigating a payment dispute or verifying a refund over the phone. Both may count as \u201cresolved,\u201d but the amount of work involved is very different.<\/p>\n
The real measure is automation rate \u2013 how much of your overall workload Fin can now handle end-to-end. That\u2019s the frontier Fin 3 is built for.<\/p>\n
With this in mind, we\u2019ve dialled in on two key areas:<\/p>\n
\n- Complex queries:<\/strong> Not every resolution is equal, so if Fin is resolving 66% of your queries, it isn\u2019t yet doing 66% of the work for you. It needs to successfully resolve increasingly complex queries.<\/li>\n
- More channels:<\/strong> One way to increase the work Fin does for you is to get it involved in more conversations and turn on new channels to meet more of your customers where they are.<\/li>\n<\/ol>\n
With Fin 3, we\u2019re making significant upgrades to Fin to enable it to do more work for you.<\/p>\n
Improved training with Procedures<\/h2>\n
Procedures enable you to set Fin up to resolve your complex, time-consuming queries that require multiple steps or business logic \u2013 things like troubleshooting login issues, handling return requests, or investigating potential fraud.<\/p>\n
You can now train Fin to follow your standard operating procedures carefully and exercise experience and judgment, just like your human team would. This means Fin can handle even your most complicated queries in a controllable, predictable way, while still delivering a natural, agentic customer experience.<\/p>\n
Procedures does this by combining four powerful things:<\/p>\n
1. Natural language instructions<\/strong><\/strong><\/h3>\nTeach Fin the same way you\u2019d train a new teammate. You can copy and paste your existing SOPs straight in (most support teams already have them written up in Google Docs or Notion) and describe how Fin should act using natural language.<\/p>\n
The editing experience feels familiar and lightweight, so teams can start writing Procedures immediately without needing engineers or special syntax.<\/p>\n