Fin

Fin Labs New York is almost here. Three days in Midtown Manhattan. 8+ practical events. Insights from Kalshi, Anthropic, Clay, DaySmart, Kyle Poyar and more. Let's build perfect customer experiences together.

AI is creating new career paths in CX, and the people leading the charge are getting noticed. Eric Broulette led the AI rollout at Bloomerang and it changed how the entire company saw him. He moved into a VP role, took on three new teams, and went from running support to shaping company strategy. That's what happens when you're the person who makes AI work. Eric shared his story on our recent webinar about how AI is reshaping careers in CX. Our next one is on June 11 – you can find the 🔗 to register in the comments.

Simon Curran, Staff Product Manager at Fin, ran the Paris Marathon this year. His take on the velocity at Fin: "The work here would definitely keep you fit." Fast pace. Complex problems. Career-compounding AI adoption from day one. "The most breathtaking thing for new starters is just the extent of AI adoption throughout the company. It's gotta be a massive career accelerant." We're growing fast across our European hubs, scaling our R&D teams in Dublin, London, and Berlin with 100+ open roles in MLS, Engineering, Product, Design, and more. Take a look via the link in the comments 👇

Glean, one of the fastest-growing enterprise AI companies, needed a support solution that could grow with them. As Kat Crichton, Manager of Technical Support, put it: "We're an AI company, so we knew we needed an AI-first solution that could move fast, was easy to implement, and would scale with us." Within three months of choosing Fin, they achieved: - 83% chat automation rate - 95% CSAT - 100% Fin involvement across all chat surfaces And the support model itself got smarter – Fin eliminated the bottleneck where everyday users had to go through administrators to get help, giving both audiences a direct path to resolution. Read the full story from Glean at the link in the comments.

The sales funnel is fundamentally different from service. You're not resolving a problem. You're engaging with a lead, learning about them, and guiding them to the next stage of a deal. That required us to rethink the job Fin was doing from the ground up, and build Fin for Sales from scratch. Watch Fedor Parfenov, Bethany Clark, and Ratidzo Zvirawa talk through the architecture and product decisions behind Fin's new sales role, and learn more about Fin for Sales at the links below.

“What if your pricing model gets worse as your product gets better?” That question was at the center of our recent meetup in San Francisco with Darragh Curran (CTO, Fin) and Scott Woody (CEO, Metronome). Together, they unpacked one of the biggest shifts happening in software right now: AI is forcing companies to rethink pricing from first principles. Not as a finance exercise, but as a product and systems design problem. The discussion covered everything from why seat-based pricing quietly breaks in the AI era, to why token pricing creates the wrong incentives, to why overages might actually be the clearest sign your product is delivering real value. One theme came through clearly: pricing is no longer something companies revisit once a year. The fastest-moving AI companies are treating pricing like product development: something that evolves continuously alongside the value they ship. We’ve pulled together a full recap of the conversation, including practical insights on outcome-based pricing, usage models, forecasting, customer trust, and why pricing strategy is quickly becoming a competitive advantage in AI. Read more below.

At our Operator launch in San Francisco, we made something clear: the Fin platform isn't built just for AI agents; it's built for the humans on your team too. → Unified Insights across agents and humans. → Unified QA across agents and humans (There's no other platform where you can do this.) One platform to run your entire customer operation, exactly as it is today. Learn more about Operator at the link in the comments.

Avocado Green Brands customers arrive with real questions: materials, certifications, firmness, what's right for their sleep. Kurt Dwiggins, Customer Experience Manager at Avocado, describes this as a spider web of questions that need to lead somewhere. Fin for Ecommerce navigates all of it. It pulls live order statuses and delivery updates directly from Shopify, handles complex product questions in real time, and walks customers from early-stage research to a confident purchase automatically. Fin’s results for Avocado: → 38% faster response times on chat → 67% faster response times on email → Fewer conversations that require human support From "I have a question about your policies" to "I'd love to make a purchase." Learn more about Fin for Ecommerce at the link in the comments.

Vanta handles some of the most complex customer questions in tech: security, compliance, audit prep. When their existing AI's resolution rate hit a ceiling, they ran a head-to-head test with 400 real conversations to find out if anything could do better. Fin resolved 73%. Their incumbent: 49%. They made the switch. Since going live, they've achieved: - 71% resolution rate – above their 50% target, within months - 96.7% CSAT – satisfaction rose as automation increased - ~2,500 conversations resolved by Fin every month, no human required One of their customers put it simply: "This is the first time ever that an AI chat resolved a technical issue." But what Vanta's team is most focused on now isn't adoption. It's what comes next. As Vanta's Director of Customer Support, Margarita Wilshire says, "We are shifting from AI adoption to AI orchestration." Read the full story from Vanta at the link in the comments

Last week in San Francisco, we introduced Operator, a new agent for customer operations designed to help teams understand, manage, and improve their customer experience in ways that weren’t previously possible. Fin CEO and Co-Founder, Eoghan McCabe opened the night by laying out the shift underway: AI-first support operations require a fundamentally new set of tools and workflows. Brian Donohue then introduced and demoed Operator live – showing how it can identify problems, debug conversations, propose improvements, and help teams continuously optimize Fin. The night closed with a fireside chat between Des Traynor and Ilya Fushman from Kleiner Perkins on where AI products are headed next, and why the companies that rethink how work gets done, not just how software gets built, will have the advantage. A big thank you to everyone who joined us in person and on the livestream for an exciting launch night in San Francisco. Learn more about Operator at the link in the comments 👇