AI is transforming customer service. The Pro add-on is transforming how we measure and improve it.
Pro bundles 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.
The Pro add-on enables you to:
Get a complete view of customer experience: Use AI to rate every interaction.
Track Fin’s performance with clarity: Monitor automation and resolution rates alongside human support needs.
Identify and fix gaps: Receive weekly suggestions to improve Fin’s content and actions in clicks, not hours.
Advanced QA Tooling: Use Monitors and Custom Scorecards to evaluate conversation quality against your specific criteria.
Performance dashboard
The Performance dashboard brings together Fin’s automation rate, resolution rate, and involvement rate. It shows where Fin is succeeding and where human support might need to step in. Learn more.
Note: The Performance dashboard is available to all Fin customers, but CX Score requires the Pro add-on.
Customer Experience (CX) Score
CX Score is a breakthrough metric for the AI Agent era. It uses AI to rate every conversation including short or low-context interactions, with plain-language explanations that show how customers actually felt—no surveys needed. Learn more.
Recommendations
Recommendations reviews the conversations Fin can’t answer and sends to your team, then provides weekly suggestions to fix gaps in Fin’s content, data, and actions. By analyzing real customer conversations, it highlights the highest-impact opportunities to improve automation and increase Fin’s resolution rate faster. 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.
Query type
Query type automatically categorizes every closed conversation into one of four buckets—Informational, Personalized, Action-based, or Investigative—based on what would have been needed to resolve it. Use query type to understand where Fin has room to grow and what kind of fix will have the biggest impact.
Query type | What it means | How to improve resolution |
Informational | General knowledge or FAQ-style queries Fin can answer with support content | Add or improve help content |
Personalized | Queries that require Fin to access customer-specific data, like account info, billing, or usage details | Set up data connectors to give Fin access to customer data |
Action-based | Queries that require Fin to change customer-specific data or take an action, like issuing a refund | Build Fin Tasks or Procedures to automate the action |
Investigative | Queries that likely involve a bug, unexpected behavior, or product limitation requiring deeper investigation or expert review | Route to a specialist team using escalation rules |
Note: Query type is assigned automatically when a conversation closes, and each conversation receives one query type.
If there isn't enough signal, or if the conversation is spam, no query type is assigned and the conversation won't appear in query type reporting.
Note: It's not currently possible to override a query type for a conversation.
Trends
The weekly Trends report scans your topics, finds the biggest shifts, and explains what moved and why, in plain language. Learn more.
Note:
Workspaces with at least 7 days of Fin involvement over the last 90 days are automatically opted in to Insights.
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.
Monitors
Pro includes additional QA tooling such as Monitors. Monitors is currently in beta, to start evaluating your Fin AI Agent’s conversation quality, fill out the opt-in form to request access.
Custom Scorecards
A Custom Scorecard lets you define exactly what a great conversation looks like for your team. Instead of relying on gut feeling or inconsistent spot-checks, you set the specific criteria you care about - like tone, accuracy, or policy adherence — and each conversation is evaluated against them. Custom scorecards are currently in beta.
Pricing and access
Pro is an optional add-on priced based on your total conversation volume, not per seat. There is a $99/month flat fee for the first 1,000 conversations, with tiered pricing for additional volume.
Important: Lite seats can view Pro dashboards but cannot accept recommendations or apply optimizations. Full feature access requires a standard seat.
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