Evaluate Fin's behavior before, during, and after you go live
When Fin handles your customer experience, you test it across thousands of scenarios before anything goes live, roll out changes with control, and evaluate every live conversation. That gives you confidence in the experience Fin delivers. Your team runs all of it, without engineers.
Eval-driven delivery for customer service teams
EVAL-DRIVEN DELIVERY
AI research teams run evals to test everything before it goes live, control how changes roll out, and evaluate what happens once live. Eval-driven delivery brings that same discipline to the customer service teams running Fin.
Test how Fin will behave, before anything goes live
EVALS
Build Evals for common queries or topics like refunds or escalations. Check Fin's behavior across thousands of scenarios built from your real conversations, at a scale that spot checks and manual testing can't match.
Test what customers actually ask
Start from your inbox, underperforming topics, or conversations that missed the mark. Cover everything from everyday questions to edge cases you can't predict.
Evaluate Fin like your best reviewers
One LLM plays the customer, another plays the judge, checking that Fin handed off at the right moment, used the right content and data sources, and met your standards.
Keep Fin consistent over time
Save your most critical scenarios to rerun evaluations after any change or on a schedule. Catch regressions before they impact customers.
We group our Evals around different topics, so every time we make a change, we rerun the whole set and see immediately whether anything regressed.”
Plan changes and prove they improved the customer experience
RELEASES
Work on changes to Fin in a dedicated space, so nothing reaches customers until you decide it's ready. Draft a Release for a new refund policy or a better way to handle specific questions, prove it on live traffic, and roll it out gradually.
Plan changes without disrupting Fin
Collaborate with your team on a set of updates, away from the version of Fin your customers talk to. Test and refine until you're ready to go live.
Run A/B tests to prove impact
See what moves the metrics you care about, like resolution rate or CSAT, then keep the best-performing version.
Expand gradually as you build confidence
Start with a small share of conversations. Roll out gradually to understand the impact. If something doesn't perform as expected, roll it back instantly.
The biggest thing for me is confidence. When we prepare Fin for something new, a product, a policy, a launch, I know it's going to handle it the way I expect before a customer ever sees it”
Evaluate the quality of every live conversation
MONITORS
Set up a Monitor and evaluate every live conversation against the standards you defined before going live. Catch problems early, and turn any conversation that misses your standard into an Eval you use to refine and improve Fin.
Ensure quality holds as changes roll out
As a change reaches more customers, see whether it's actually working as expected in live conversations and roll it back if it isn't.
Act on problems before they grow
Get an alert as soon as Fin crosses a threshold you set, on the audiences, topics, or channels you choose.
Turn live conversations into improvements
When you spot a conversation falling short, turn it into your next test to evaluate Fin's behavior and plan fixes. Test again to confirm they solve the issue before going live.
Let Operator do the work while you review and approve
OPERATOR
Operator runs Eval-driven delivery for you. It builds and runs your tests, drafts changes into a Release for you to approve, and keeps watch on live conversations. You review and approve, so the control stays with you.
