Fin Product Updates: January recap
Enhanced metrics, optimized Suggestions, image answers, and more.
Thirty-one days. Fifteen updates. We took our New Year’s resolution to ship faster seriously. In our January edition of Fin Product Updates, Brian Donohue, Christine Zdelar, and Pedro Tabacof discuss the latest.
You can view more info on our Updates page, but if you’d rather read than watch, here’s the technical and tactical TLDR of Fin’s latest features.
The Recap
Automation Rate and enhanced performance reports [1:03]
We’re pushing a new North Star metric: Automation Rate.
Automation Rate represents the percentage of all inbound customer conversations that Fin resolves completely. It provides a more accurate picture of Fin’s overall impact by combining the resolution rate with the involvement rate.
Rather than seeing how many chats Fin closes (resolution rate), you can view what percentage of your total support volume (all channels) is handled by Fin.
If your resolution rate is high (e.g., 50%) but your Automation Rate is low (e.g., 5%), it’s a signal to expand Fin to Email or WhatsApp. You’re leaving money on the table by keeping it “chat-only.”
More powerful Suggestions [4:46]
Christine joined the convo (are people still saying ‘convo’? Is it like saying ‘San Fran’?) to discuss Suggestions. Fin now analyzes conversations to create your to-do list.
Content gaps: Fin will literally redline your current articles or draft new ones to cover topics it couldn’t answer. Christine went on to say:
Action Suggestions
Fin translates customer needs (something like “extend my trial”) into technical requirements, providing the sample API documentation your developers need. As Christine states,
“This is great if you have someone technical on your team. You can easily hand this over to them.”
Fin Image Answers | 11:01
Fin is now multimodal. As Brian said,
“It’s like a moment of delight when you get the GIF in your response.”
Fin can now send images and GIFs directly from your Help Center content. Pedro Tabacof walked through the latest update.
The result: Testing showed an improved resolution rate because customers don’t have to visualize instructions; they can see them. Fin customer Lightspeed saw a 10% higher resolution rate on conversations where Fin sent an image.
Best practice: Audit your top 10 most-used support articles. Ensure they have clear, up-to-date screenshots. Fin will automatically pull these into its answers with no extra setup.
Roll credits
We capped off the video with a Star Wars-esque scroll of January updates. Sure, they’re not as funny as end-credit bloopers, but they’re far more helpful. Thanks for tuning in.