Welcome to the November Edition🍂 of our Monthly Product Update! In today’s newsletter you’re going to read about:
📲 New Features | Prompt builder - prompt creation has never been easier with our intuitive tool.
🔧Improvements | Introducing Fini 2.0 - Not only Fini got a new look but we made changes to the AI Configuration section.
🎉Success story | How Fini helped an e-commerce business automate 88% of their support issues and improve their SLA by 121% and enabled automation of order tracking
Prompt builder
A good prompt is the cornerstone of an effective AI agent. It ensures that the AI understands the context, tone, and intent behind each interaction. This is especially vital in customer support scenarios where the stakes are high. A poorly crafted prompt can lead to misunderstandings, frustration, and even legal repercussions. Consider the case of Air Canada, where an AI's miscommunication led to significant customer dissatisfaction and liability issues. With Fini's Prompt Builder, we're committed to helping you avoid such pitfalls and deliver exceptional customer experiences.
Read more on why it is so important to get your prompt right or go ahead and create your prompt! Don’t feel like prompting yourself? Reach out to us! Our Team will be more than happy to assist you!
Fini 2.0
We are thrilled to unveil Fini's new look, along with a whole new set of features designed to help you manage knowledge, track analytics, configure AI agent instructions, and more. Here's what's new: Introducing Fini 2.0: AI Agents to solve 70% of customer support queries
Read more on the changes here or log in to Fini and see for yourself!
🎉How Qogita Scaled E-commerce Support with 88% Ticket Resolution Using Fini
Scaling customer support in e-commerce is particularly challenging due to complexity of support issues, especially when faced with high volumes of inquiries about orders, shipping, and product availability. Qogita, a leading health and beauty wholesale marketplace, needed a robust solution to keep pace with their rapid growth while maintaining exceptional customer satisfaction. That’s where Fini stepped in.
By integrating seamlessly with Qogita’s HubSpot CRM, Fini empowered their support team to manage inquiries across multiple channels, automate real-time order updates via API connectivity, and intelligently categorize tickets. In just four weeks, Qogita launched Fini’s AI agent, achieving remarkable results:
- 88% of tickets are resolved end-to-end by Fini, freeing human agents for complex cases.
- 93% of replies rated “perfect” during manual review.
- 121% improvement in SLA, with email and form replies set at 10 minutes.
Lara Churcher-Muria, Qogita’s Customer Experience Manager, shared, “Maggie’s doing very well. She’s accurate in over 90% of cases. It’s great to see how little tweaks in Knowledge Items can improve her performance further.”
Ready to transform your support operations? Let Fini help you deliver smarter, faster support today. YOu can reach out to us at founders@usefini.com or reply to this email.
Read the full success story to see how Fini has transformed Qogita’s customer service experience.
🎉Coming next:
1️. Create a high-quality knowledgebase from past conversations:
We sync conversations from your ticketing system to create a knowledgebase. Unlike others, we don’t just dump conversation history into the AI. Instead, we:
- Remove conflicting or incorrect information.
- Only include relevant information by understanding which agent conversations are actually solving user queries
- Read between the lines to understand how the AI agent should behave
The result? A clean, accurate knowledgebase built 10x better than what’s out there.
2️. Human-in-the-Loop Feedback - keep full control.
When our AI agents can’t answer a ticket due to missing information, we surface this to you so that we can capture the response your support team provides. Then, this new knowledge is automatically added to the system so the same question is never missed twice.
With this approach, your knowledge evolves alongside your product, making your AI agents smarter every day.
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