AI is transforming customer service. Insights is transforming how we measure it. Insights brings together breakthrough, real-time metrics like Customer Experience (CX) score, automated conversation analysis at scale, and AI that doesn’t just suggest improvements—it helps make them for you.
Insights enable you to:
Get a complete view of customer experience.
Track Fin’s performance with clarity and confidence.
See what’s driving demand, and how well you’re handling it.
Fix what’s not working in clicks, not hours.
Note: Insights is currently in open beta and available at no extra cost for all US/EU/AU-hosted workspaces using Fin.
A new AI-generated metric: Customer Experience (CX) Score
CX Score is a breakthrough metric for the AI Agent era. It uses AI to rate every conversation, with plain-language explanations that show how customers actually felt—no surveys needed. Learn more.
3 new AI-powered dashboards
Performance dashboard
The Performance dashboard brings together Fin’s resolution rate, involvement rate, and CX Score in one view. It shows where Fin is succeeding and where human support might need to step in. Learn more.
Topics Explorer
Topics Explorer uses AI to automatically group conversations into topics and subtopics. It helps you spot trends, track high-effort issues, and understand what’s driving volume—without manual tagging or hours of analysis. Learn more.
Optimize Fin dashboard
The Optimize dashboard flags Fin’s weak answers and uses AI to suggest or generate improvements. You can review and approve fixes in seconds, so Fin keeps getting better without slowing your team down. Learn more.
Note:
Workspaces with at least 7 days of Fin involvement over the last 90 days are automatically opted in to Insights (CX Score, Topics Explorer, Suggestions, and Fin Performance and Optimize dashboards).
The following languages are currently not supported for Topics/Subtopics, and names will continue to display in English: "Swahili" "Bengali", "Bosnian", "Azerbaijani", "Persian", "Sinhala" and "Tamil".
The CX Score is available across conversations in all languages.
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