Here is our 2024 in numbers:
⚡️We doubled our headcount adding some amazing team members across AI engineers, product engineers, and AI CSMs. As we go into 2025, our goal is to double down on our technical team so we can continue to build for you all
🚀We helped solve more than 2.3 million support requests using our AI agents (more than 10x of what we did in 2023)
👨🏽💻We shipped A LOT of new features (800+ PRs). This includes 10+ new integrations, increased accuracy of our AI agents by 10pp - putting us at the top of the league, and other key features including AI flows, AI powered Prompt builder, Knowledge Items, Fini UI 2.0, Advanced Analytics and a lot more.
Here’s a snapshot of what we launched in 2024 together with you:
🌟 New Features in 2024
⏳ No-code Integrations
Integrate with all your existing support tools, allowing you to deploy AI agents to your support system in under 5 minutes, all without code
- Immediate knowledge ingestion:some text
- Import data from web-links, Notion, Confluence, Zendesk articles, Google Drive and more
- Train our AI agents with your past conversations inside your ticketing system
- Deploying to your ticketing system:some text
- Our AI agents are created to function seamlessly with your existing support tools including - Zendesk, Salesforce, Front, Hubspot, Intercom, Freshdesk, Livechat
- 60% of our customers are on Zendesk, and they prefer Fini AI over Zendesk’s AI due to more-self serve options, higher AI agent accuracy, and our ability to go beyond text-based responses. Our Agents can take real actions—issuing Stripe refunds, fetching live order statuses, or triggering workflows—to resolve customer issues end-to-end. (read more here)
💬 Chat History
Easily access and review all your company’s chats in one place, providing complete visibility into customer interactions. Chats are organized by:
- Source: See where conversations originated (e.g., Zendesk, Intercom).
- End-user questions: Quickly identify recurring inquiries.
- Categories: AI-powered categorization for better insight into common themes.
- Ticket IDs: Link chats directly to your ticketing systems like Zendesk or Front.
📊 Advanced Analytics
Empower your team with actionable data to refine support processes:
- Usage metrics: Understand how and how frequently Fini is being used.
- Resolution rate: Measure how effectively Fini resolves customer issues.
- Agent transfer rate: Track when and why tickets are escalated to human agents.
- Content coverage: Identify knowledge base gaps by category. Dive deeper into performance at the message and conversation levels to uncover trends, fine-tune responses, and optimize your support strategy.
💬📚 AI-Generated Knowledge & Knowledge Items with Custom Instructions
Flexible options to create and refine your knowledge base:
- AI-Generated Knowledge: Import data from past or ongoing conversations to capture key insights automatically with our “Chat-2-Knowledgebase” feature
- Manual Updates: Add or edit information manually for greater control.
- Custom Instructions: Define tone and phrasing per knowledge item (e.g., friendly for onboarding, formal for billing).
🔀 Flows with user attributes
Guide users through structured, step-by-step processes for smoother interactions:
- Design logical sequences for handling sensitive topics like refunds or cancellations.
- Create specialized “mini agents” for tasks such as retention or payment disputes.
- Use user attributes to customize replies based on their profile or past interactions.
- Deliver more relevant, empathetic, and effective solutions.
🛠️ Prompt Builder
Crafting the right prompt is critical for effective AI interactions this is why we’ve enabled you to:
- Build prompts that define guardrails, context, tone, and intent for your AI agents.
- Avoid misunderstandings and deliver exceptional customer experiences.
🔮 Roadmap for 2025
1. AI-managed Knowledge Base
Turbocharge knowledge management with AI-driven automation:
- AI-Powered Creation: Automatically generate a comprehensive knowledge base from past tickets and data.
- Dynamic Updates: Continuously refine and update content as products and policies evolve.
- Conflict Resolution: AI identifies and resolves inconsistencies in knowledge articles.
- Self-Learning: Enrich the knowledge base over time using real customer interactions
2️. AI agents with Memory
Enable AI agents to retain context across tickets and customer interactions for a more personalized experience.
- Cross-Ticket and Cross-Channel Context: AI remembers past interactions for continuity.
- Event Tracking: Includes app usage and customer preferences to provide tailored support.
3️. Fini Inbox
Replace traditional support inboxes with an AI-first solution that seamlessly transitions between AI and human agents.
- Smart Transitions: AI and human agents collaborate effortlessly in the same thread.
- Unified Interface: Manage all customer queries across channels in one place.
📅 Ready to See Fini in Action?
Schedule a demo today and experience the future of customer support.
💡 Got Ideas?
We’d love to hear your thoughts. Share your feedback or requests here.
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