AI is transforming customer service. Insights is transforming how we measure it. Insights brings together 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.
Insights enable you to:
Get a complete view of customer experience.
Track Fin’s performance with clarity and confidence.
See what’s driving demand, and how well you’re handling it.
Fix what’s not working in clicks, not hours.
Note: Fin Insights is currently in open beta and available to all Fin customers who meet the following criteria:
Have imported conversations from your source platform (e.g. Zendesk or Salesforce) which you can toggle on and off.
Have deployed Fin.
A new AI-generated metric: Customer Experience (CX) Score
CX Score is a breakthrough metric for the AI Agent era. It uses AI to rate every conversation, with plain-language explanations that show how customers actually felt—no surveys needed. Learn more.
3 new AI-powered dashboards
Performance dashboard
The Performance dashboard brings together Fin’s resolution rate, involvement rate, and CX Score in one view. It shows where Fin is succeeding and where human support might need to step in. 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.
Optimize Fin dashboard
The Optimize dashboard flags Fin’s weak answers and uses AI to suggest or generate improvements. You can review and approve fixes in seconds, so Fin keeps getting better without slowing your team down. Learn more.
Note:
AI topics and query types are only available for English conversations. If a large portion of your conversations are in other languages, you may see limited insights in the Optimize and Topics Explorer dashboards. We’re actively working on extending Insights to all conversations in any language.
However, the CX Score is available across conversations in all languages.