A more natural, empathetic Fin

Fin now speaks in a more conversational, natural tone across all channels, giving clearer and warmer responses. Fin is also more concise by default; answers and disambiguations are now 10% shorter on average.

Fin also sometimes asks follow-up questions instead of “Did that help?” to better understand what customers need.

These improvements have resulted in an increase in user-confirmed resolutions and end-user reported satisfaction.

These changes don’t impact Escalation Guidance behavior, and your general Guidance can still override this default behavior.