Customer Service
Fin AI-first support operating model
Fin rebuilt its own support org around Fin, with AI support, human support, and operations teams improving the agent weekly.
Author: Fin
What was done
Fin's internal support team became a reference deployment for its AI customer agent after the company shifted toward customer service as its primary use case. The team created dedicated knowledge management and conversation-design roles, used Procedures and Insights to improve the agent, and redesigned support into AI Support, Human Support, and Support Operations functions. Fin reports an 83% automation rate, about $9M in annualized cost avoidance, and more than 40 career transformations tied to the AI-first operating model.
Stack
Fin
Fin Procedures
Fin Insights
Intercom