Fin

About Fin

Fin is an AI Customer Agent designed to handle customer interactions across service, sales, and ecommerce. For customer support, Fin can resolve customer questions, work through complex queries, access business information, take actions in connected systems, and operate across channels including live chat, email, phone, Slack, WhatsApp, SMS, and social messaging.

Fin can autonomously resolve customer service requests and execute multi step support processes. In Salesforce, for example, Fin can respond to cases assigned through automation rules or Flows, use approved customer and case data, update Salesforce fields, create or reassign cases, and return transcripts and summaries to the system of record.

Fin can be trained on company knowledge, policies, guidance, and data sources. Teams can configure its tone, answer length, actions, routing, and human handoff rules. Fin also supports Procedures for structured workflows and provides testing and analysis capabilities including simulations, regression tests, CX Score, AI Topics, Trends, Monitors, and custom AI scorecards.

Key Features

• Agent Task Execution: Resolves customer support queries, handles tickets and cases, retrieves information, updates connected systems, performs configured Procedures, creates or reassigns cases, and transfers unresolved conversations to human agents.

• Multi Step Workflows: Handles multi step customer requests end to end and can execute configured Procedures using defined business logic, routing rules, actions, and handoff conditions.

• Tools and Actions: Connects with help desks and business systems, reads approved customer and case data, writes field updates, transcripts and summaries, uses Salesforce Flows, and can update external systems through configured actions.

• Triggers and Automation: Customer conversations can start Fin through supported messaging channels. In Salesforce, Fin can respond to cases assigned through automation rules or Flows, including cases originating from email or web forms.

• Context and Memory: Uses configured knowledge sources, company policies, guidance, Salesforce knowledge articles, case fields, contact records, customer segments, and conversation context to generate responses and perform support workflows.

• Agent Management: Teams can configure tone, answer length, actions, routing and handoff rules; test Fin with simulations and regression tests; and monitor performance through CX Score, AI Topics, Trends, AI Recommendations, Monitors and custom AI scorecards.