A new era of Insights has arrived

Fin Insights is a groundbreaking, AI-powered product that gives you complete, real-time visibility across your entire customer experience.

Fin Ai Agent topics explorer UI
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Fin Insights combines CX Score—a breakthrough metric for measuring support quality—with dashboards to help you monitor performance, explore Topics, and optimize Fin with AI-powered Suggestions.

CX Score

CX Score: The new standard for support quality

01CX Score is a breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.

Fig 1.a
CX Score
Get a complete view of your support qualityCX Score analyzes every conversation—giving you 5x more coverage than CSAT.
Transparent, AI-powered scoringEvery conversation is scored in real time from 1 to 5 based on resolution, sentiment, and service quality, and comes with a clear explanation of the rating.
Unbiased, accurate, and trustworthyValidated through rigorous quantitative and qualitative testing, CX Score shows strong accuracy and alignment with human ratings.

CSAT was giving us a narrow, often confusing signal. With CX Score, we're seeing every conversation clearly—what actually happened, how the customer felt, and what we can do better.

Jared EllisSenior Director, Global Product Support
Jared Ellis
Performance Dashboard

A complete view of Fin's performance

02The Performance Dashboard brings Fin's key support metrics—resolution rate, involvement rate, and CX Score—into one view. It helps teams monitor Fin's performance, catch issues early, and communicate impact clearly across the business.

Fig 2.a
Performance dashboard
Get a high-level view of how Fin is performingSee how often Fin resolves issues, hands off to human agents, and how those conversations were experienced.
Know where Fin works and where it can improveSee where Fin is succeeding and where it hands off—so you can identify gaps, improve training, or adjust workflows.
Measure efficiency and experience togetherTrack resolution rate alongside CX Score, so you can balance efficiency and customer experience.
Topics Explorer

Explore trends and insights across your customer conversations

03Topics Explorer uses AI to organize every single customer conversation into Topics and Subtopics, giving you an unprecedented view of what's driving support volume and impacting quality. Spot patterns, track trends, and catch emerging issues early.

Fig 3.a
AI-Generated Topics
AI-Generated Topics

AI automatically organizes all your support conversations into Topics and Subtopics, so you can easily spot trends, surface issues, and uncover insights.

Fig 3.b
Surface areas driving poor experience
Surface areas driving poor experience

Filter topics by CX Score, resolution rate, handling time, and more to identify problem areas before they affect customer experience. Trendlines reveal changes over time, so you can catch issues early.

Fig 3.c
Drill into Topics to understand what went wrong
Drill into Topics to understand what went wrong

Investigate low scoring Topics by clicking in to get specific and actionable Subtopics. Identify patterns in Subtopics, and view all related conversations to understand what is going on.

With nearly 10,000 tickets a month, understanding customer feedback at scale was really difficult—until Topics Explorer helped us cut through the noise.

George DiltheyHead of Support at Clay
George Dilthey
Optimize Dashboard

AI Suggestions for effortless performance improvement

04The Optimize Dashboard features AI-powered Suggestions that highlight opportunities to improve Fin's performance. Accept with one click for instant optimization.

Fig 4.a
Optimize Dashboard Visualize Opportunities
See exactly how to optimize Fin

The Optimize dashboard surfaces gaps in content, data connections, and actions—showing where Fin could have handled conversations that instead went to your team.

Fig 4.b
Optimize Dashboard AI Powered Suggestions
Get clear, AI-powered Suggestions

Each suggestion is backed by real customer conversations. Review the related interactions to understand the underlying issue and see how many conversations would be resolved by applying the fix.

Fig 4.c
Optimize Dashboard One-click Accept
One-click and Fin improves its answers

Each Suggestion includes a clear explanation and pre‑written updates. You can review, accept, or edit with a click—and Fin's answers will immediately get better.

Suggestions take the guesswork out of improving our content. With the help of weekly Suggestion reviews, we've increased our total resolution rate by 15%.

Isabel LarrowProduct Support Operations at Anthropic
Isabel Larrow
FAQs

FAQs

What is Fin Insights?

Fin Insights is a groundbreaking, AI-powered product that gives you complete, real-time visibility across your entire customer experience.

How does Fin Insights work?

Fin Insights combines CX Score—a breakthrough metric for measuring support quality—with dashboards to help you monitor performance, explore Topics, and optimize Fin with AI-powered Suggestions.

What is CX score?

CX Score is a breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required. CX Score analyzes every conversation—giving you 5x more coverage than CSAT. Every conversation is scored in real time from 1 to 5 based on resolution, sentiment, and service quality, and comes with a clear explanation of the rating.

What is Topics Explorer?

Topics Explorer uses AI to organize every single customer conversation into Topics and Subtopics, giving you an unprecedented view of what's driving support volume and impacting quality. Spot patterns, track trends, and catch emerging issues early.

What is the Optimize Dashboard?

The Optimize Dashboard features AI-powered Suggestions that highlight opportunities to improve Fin's performance. Accept with one click for instant optimization. It surfaces gaps in content, data connections, and actions—showing where Fin could have handled conversations that instead went to your team.

Get groundbreaking, AI-powered Insights today

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