Operator is an agent that runs your customer operations. It spots problems, finds opportunities to improve, and it acts on them – tuning Fin, keeping your knowledge current, and scaling automation as your business changes. One agent for understanding, managing, and improving your customer experience in a way that has never been possible before.
Operator is an agent that runs your customer operations
Watch the Operator launch keynote
Running a customer operation usually means responding to what’s in front of you. You rarely get time to find problems, spot opportunities, and act on them.
Now, Operator does this work for you, proactively and autonomously across the tools your team uses – uncovering why a metric has dropped and fixing it, continuously tuning Fin to deliver better results, and keeping your knowledge base current without you writing a single thing.
One agent that gives you the power to understand, manage, and improve your entire customer experience in a way that’s never been possible.
Watch us announce the latest Operator features at Pioneer
Operator now works proactively and autonomously across your team’s tools, and takes on more of the complex work of running support.
Builds, tests, and ships improvements on your behalf
Automation
Operator builds, tests, and ships improvements to Fin on your behalf, and connects to tools like Slack and GitHub to work where your team does. Ask it to set up anything, from a Procedure to a Monitor, or give it a goal like increasing automation. Continuously improving Fin is now easier than ever.
Describe it. Operator builds it.
Operator can configure any Fin feature on your behalf - no need to learn how each one works or train your team on the setup. Just describe what you need, and it handles the rest.
Nothing ships without your approval
Operator submits every change as a proposal - think of it like a PR for your Fin configuration. You review, approve, and only then does it go to production.
Debug any conversation instantly
Ask Operator about a conversation that was handed off too early, or where a rule got missed. It’ll pinpoint the cause and help you ship the fix, so no other customer has the same issue.
Put recurring work on autopilot
Set up Routines and Operator takes care of recurring work on a schedule – from weekly performance reviews to content audits – then brings you what it found and what it changed.
Previously, improving how Fin handles a conversation often meant reviewing everything yourself – the conversation, the configuration, the content. With Operator, you just ask. It walks you through what happened and makes improving Fin dramatically easier.”
Keep your knowledge base current, without writing a single article
Knowledge
Operator keeps your knowledge base perfectly up to date by identifying the exact content your team needs to create, update or remove, then drafting it for you, making it effortless to keep your agent's source of truth accurate.
Automatically updates your content
Operator proactively spots when something changes, finds every article and internal doc affected, drafts the updates, and puts them in front of you for review.
Writes like your team
Give Operator your style guide, tone of voice, and terminology preferences - every update it proposes will match how your team writes.
Finds the gaps before your customers do
Use Operator to find the questions Fin is getting asked that your knowledge base doesn’t answer, and have it draft the content to fill the gaps.
Get started with Operator
Ask your data anything, find problems, fix them
Data & Insights
Your operation has problems you don't know about, patterns you'd never spot, and opportunities you'd never think to look for. Operator surfaces them all and helps you act on them.
Clear, visual answers
Ask a question in natural language and get charts, tables, and clear breakdowns, not a link to a dashboard you need to interpret.
Real-time conversation analysis
Operator analyzes your conversations as they happen - surfacing patterns, themes, and emerging issues directly from the conversations themselves.
Proactive insights
Operator surfaces patterns you weren’t looking for: a spike in a topic, a drop in resolution rate, or a support issue that’s actually an engineering problem.
Share Operator’s work
Turn any analysis into an Artifact – a report, chart, or summary you can share with your team, so Operator’s findings reach everyone who needs them.
I’ve been using Operator daily and ran experiments to compare its output with my own analysis – it’s very accurate. It’s just as strong at high-level trend analysis as it is at debugging individual conversations. That’s a real limitation when using an LLM connector on its own– you get conversational depth but nothing on reporting or trends.”
Manage your human support operation, effortlessly
Operations
Operator helps you QA responses, manage teammate performance, and coordinate incidents - surfacing what's important and giving you a way to act, without hours of manual work.
Incident response in minutes
Operator detects conversation spikes as they happen, identifies every affected conversation, and helps you respond in bulk. Hours of manual triage become a few decisions.
Team performance and coaching
Operator preps 1:1 briefs, spots coaching opportunities, and uses Memory to keep track of each teammate over time, so you can understand what’s behind a performance dip - whether it’s caseload, topic assignment, or a gap in knowledge.
QA across every conversation
Ask Operator to review your human QA monitors, and it’ll surface what’s working, what isn’t, and why - drawing your attention where it’s needed, without hours of manual review.
