There has never been a better
time to be a customer
Three years ago we set out to build a fully capable Customer Service Agent. With the launch of Fin 3, that dream is a reality. Fin now handles the vast majority of queries, including the very complex ones, across every channel, powered by our own in-house AI models.
But we won‘t stop there.
We are now pursuing the holy grail of customer experience—a truly seamless, personal, concierge customer experience across the entire customer journey.
But we won‘t stop there.
We are now pursuing the holy grail of customer experience—a truly seamless, personal, concierge customer experience across the entire customer journey.
Already the world’s best Customer Service Agent,
Fin will evolve to be the world’s best Customer Agent.
Fin will evolve to be the world’s best Customer Agent.
Many of our most forward-thinking customers are already putting Fin to work beyond customer service.
Lightspeed, a large point of sale company, “don't see Fin as just a support tool. The real value comes when you think about it end-to-end across the customer journey.”
Anthropic are starting to think this way too: “Fin has transformed how we support customers at Anthropic—but we also see the potential to do so much more. We're experimenting with using Fin in other areas like Sales, and ultimately a move towards a seamless experience for our customers at every stage.”
Whoop, the fitness wearables company, faced one of their biggest product launches ever and needed a way to handle a surge in sales conversations. That's when they turned to Fin:
Lightspeed, a large point of sale company, “don't see Fin as just a support tool. The real value comes when you think about it end-to-end across the customer journey.”
Anthropic are starting to think this way too: “Fin has transformed how we support customers at Anthropic—but we also see the potential to do so much more. We're experimenting with using Fin in other areas like Sales, and ultimately a move towards a seamless experience for our customers at every stage.”
Whoop, the fitness wearables company, faced one of their biggest product launches ever and needed a way to handle a surge in sales conversations. That's when they turned to Fin:
Fin is resolving 84% of Whoop's Sales conversations, and having significant, tangible impact.
As we’ve helped teams expand their use of Fin, two clear ideas have emerged.
1.
Multiple AI Agents will destroy the customer experience.
AI is changing not just customer service, but sales, success, and marketing too. If each of these teams does their own thing we end up with a discombobulated mess.
2.
A truly exceptional customer experience is finally possible.
Until now, no one person could be great at everything customer-facing, so customers got passed from team to team. But today’s AI Agents are capable of handling use cases across the entire customer journey.
This unlocks a previously-unimaginable level of customer experience—seamless, personal, and concierge.
This unlocks a previously-unimaginable level of customer experience—seamless, personal, and concierge.
This previously impossible level of customer experience is what we are building.
One unified AI Agent that is capable of handling not just customer service, but the entire customer experience.
To make this a reality we are building out a Customer Agent architecture.
Fin will develop a range of Roles (customer service being just one), each trained to world-class expertise.
Fin will develop a range of Roles (customer service being just one), each trained to world-class expertise.
The Customer Agent architecture that makes Fin a real agentic system: one that makes decisions and pursues high level objectives
Fin will have Goals to pursue—objectives you set for your customers, your company, your revenue. It will have Memory that grows over the entire customer lifecycle, building a deep context of the customer. It will have deep Knowledge of your business—every product, policy, process. And it will Interoperate with different tools, systems, channels, and even different agents.
We're already buildingsome of these Roles now.
First, our shopping assistant. A customer asks what jacket to take on a trip to Iceland. Fin reasons through the request, recommends products, completes the sale, and, based on its Goals, even offers a relevant upsell—just like a great salesperson.
Next, Fin as an SDR agent. Fin is live on our website answering questions, building a profile of the customer, and qualifying the lead before handing it to Sales. We've found that Fin is pretty damn good at selling itself!
We're incredibly excited by what we're seeing: Fin will qualify prospects, drive purchases, guide onboarding, support customers, and expand usage—all from a single Agent. This will roll out over the coming months.
We'll keep making Fin the best Customer Service Agent, but the future is bigger:
We'll keep making Fin the best Customer Service Agent, but the future is bigger:
One unified Customer Agent for the entire customer experience.
So please lean in, start experimenting, and build with us.