Glean enterprise-search product support agent

What was done

Glean introduced Fin after its administrator-only support model could not scale to everyday enterprise users asking about connectors, data freshness, search, and workflow issues. Fin was launched across the help center, developer documentation, Gleanverse community, and support portal so users could get answers without routing everything through company admins. Within three months, Fin handled all chat traffic across those surfaces and resolved 83% of chats without human intervention while maintaining 95% CSAT.

Stack