A new era of Insights has arrivedhas arrived
Fin Insights is a groundbreaking, AI-powered product that gives you complete, real-time visibility across your entire customer experience.
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.
Customer experience 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.F
Get a complete view of your support quality
CX Score analyzes every conversation—giving you 5x more coverage than CSAT.
Transparent, AI-powered scoring
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.
Unbiased, accurate, and trustworthy
Validated through rigorous quantitative and qualitative testing, CX Score shows strong accuracy and alignment with human ratings.
Jared Ellis
Senior Director, Global Product Support
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.
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
Get a high-level view of how Fin is performing
See how often Fin resolves issues, hands off to human agents, and how those conversations were experienced.
Know where Fin works and where it can improve
See where Fin is succeeding and where it hands off—so you can identify gaps, improve training, or adjust workflows.
Measure efficiency and experience together
Track 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 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
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
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.
George Dilthey
Head of Support at Clay
With nearly 10,000 tickets a month, understanding customer feedback at scale was really difficult—until Topics Explorer helped us cut through the noise.
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
Visualize opportunities for optimizing 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
Get clear, AI-powered Suggestions
Suggestions provide edits, additions, and optimizations to Fin’s help content based on how your human agents resolved similar queries. Each Suggestion includes a clear explanation and a ready-to-publish update.
Fig 4.c
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.
