Sunday Edition #15: Resolutions Are Just the Start
81% automation, AI shifts, and new Fin features
Welcome (back) to the Sunday Edition and happy 2026 🎉
This week is about what really changed last year and what it means for how we keep building.
Now automating 81% of Fin support
By the end of November, Fin was successfully resolving 81% of all our own customer support queries. It was involved in 97% of conversations and resolved 83% of them end to end without a human stepping in.
AI is no longer “supplemental” to work. It is the primary system, with humans orchestrating and improving it over time. That shift is the real story going into 2026.
Jan 2025 vs Jan 2026
A year ago, teams were still in “AI as a feature” mode. Today, the foundations look very different.
AI is moving from scripted responder to active teammate that can reason, take action, and learn from outcomes.
Fin product updates
Drumroll please 🥁🥁🥁
To close out the year, we launched the first of our monthly Fin Product Updates, a video walkthrough of what is new and how customers are using it.
No over-edited sizzle videos. No fluff. Just a casual conversation and live-demo with product experts.
In our inaugural episode, Brian Donohue, Christine Zdelar, and Dawn Perrott chat through Fin’s latest changes. Here’s a TLDR of the 7 key features covered:
1. CX Score Reasons (1:44)
AI summaries that explain why a CX score is high or low, so teams can move from “the score dropped, guess I’ll never know why” to “here’s exactly what to fix”.
2. Curated Topics (7:26)
AI clusters your topics, and you can merge, rename, or create new ones to keep your taxonomy clean as you grow. As Brian Donohue describes it:
“This is really the best of both worlds: a bottoms-up view where AI is giving you full coverage across all your conversations as well as the broad, top-down view.”
3. Trending Topics (10:30)
Early warning radar that surfaces spikes or dips in volume, resolution rate, or CX score for specific topics before they become incidents.
4. Fin over Slack (13:30)
Bring Fin into the channels where support already lives, resolving questions and managing tickets directly in Slack.
Slack as a support channel can now be far more powerful thanks to Fin.
Create and manage tickets in Slack
Initiate DMs to customers in Slack
Broadcast a single support message across Slack channels
5. Audience Control (14:40–16:29)
Define who sees what, where, and when once, then apply those segments across all of Fin.
You can also test those audiences in your preview
6. Content Experience (16:30)
One place to manage all content, with better sync and error visibility so you can trust what Fin is saying. As Brian summed up,
“You don’t have to go clickin’ around the app to manage all the content that you’ve got for Fin”
7. Fin Changelog (17:10)
A full history of changes to your Fin setup, so you can debug behavior and understand “what changed” without guesswork.
Catch our monthly Fin Product Updates on our site and our YouTube
Our parting thought
AI quietly went from sidekick to the main system last year (and 81% automation is what that looks like from Fin’s standpoint).
In 2026, the edge goes to teams that ship often, watch what customers actually experience, and use every update to make their agents smarter.
Thanks for reading. See you next week.
That jump from supplemental to primary system is huge. 81% automation isnt just efficiency anymore its redefining what the human role actualy looks like. I wonder how teams balance letting the agent handle more autonomy vs keeping enough human touchpoints so customers dont feel like they're always talking to a bot tho.