In today’s newsletter you’re going to read about:
🎉 New Features:
- Search Bar
- AI-generated Knowledge and custom instructions
- Analytics 3.0- Track metrics at message and conversation level
🔧 Improvements:
Introducing AI Search Bar
We’re introducing “Fini AI search bar” (adding to our existing products - Fini Widget and Fini full screen standalone).
You can now add our AI search bar anywhere with Zero code in under 2 mins. Some of our early customers are using this on their website, help center, and the most productive one - inside their product to give users an interface to ask questions.
Now it’s dead easy for your users to find answers to all their questions, ask followup questions, get reference links, and even rate answers to make the AI better.
Read more here- Fini AI Search bar
Would you like to set up a search bar on your website? You can reach out to us at: deepak@usefini.com
AI-generated Knowledge and Custom Instructions
With our latest update, we’re making knowledge storage more dynamic and customizable. Our platform now offers three flexible ways to create knowledge items:
- AI-Generated Knowledge from Past Conversations: Import and create knowledge automatically from historical conversations on your preferred support tools like Zendesk, Slack, or Intercom. For instance, if there’s a frequent question in Slack about account setup, our AI can turn those chats into a reusable knowledge item.
- AI-Generated Updates in Real-Time: For evolving information, you can generate knowledge based on ongoing or recent conversations. Say there’s a change in policy, and you want updated responses for that—our AI will help you turn those new conversations into instantly updated knowledge.
- Manual Knowledge Creation: Support teams can still add, edit, or organize information manually, ensuring that every piece of knowledge aligns perfectly with your team’s unique needs.
On top of these options, we’ve introduced custom instructions per knowledge item. This feature lets you tailor AI responses to specific cases or preferred phrasing. For example, if you want a more friendly response for customer onboarding questions but a formal tone for billing queries, you can set custom instructions to reflect that. This flexibility lets teams provide more accurate, context-appropriate responses in every interaction.
You can read more about how you can create knowledge items here.
Analytics 3.0- Track metrics at message and conversation level
Our new powerful analytics, allows you to have a deeper look at AI performance on both message and conversation levels. With this feature, you can now track:
- AI Resolution Rate: Understand how many questions are solved by AI to understand deflection rate
- AI Categorization and Usage by Category: See how AI categorizes messages across different areas, allowing for more accurate insights.
- Content Coverage per Category: Measure content readiness by tracking coverage for each category assigned by Fini AI, identifying areas where additional knowledge might be needed.
These metrics, along with many others, provide actionable insights to optimize AI-driven support, helping teams spot trends, improve response accuracy, and fine-tune knowledge for enhanced customer experiences.
To learn more you can check out our guide.
Fini Docs Portal now has a fresh look
We’ve updated our documentation to provide a more technical perspective of our features, and also added deployment guides for all available integrations. You can access all of our documentation here.
👨🏻🍳In early beta:
- Enterprise Guardrails: we’re working on implementing guardrails in Fini to ensure the quality, safety, and relevance of LLM-generated text. These validators will address various concerns such as bias, language correctness, competitor mentions, PII detection, text repetition etc. enhancing the reliability and compliance of AI outputs for enterprise use.
- Fini Zero: It’s our new flagship product which allows agents/ CS managers to review the steps taken by our AI agents to answer any questions (Fun fact: Our AI agents have anywhere between 7-15 agentic workflow steps to respond to any user question). Along with the AI agent, we also make it dead easy (1-click) to create new content for questions we don't know the answer to.
⏭️🔮Coming next:
- Prompt builder: we want to simplify the process of updating and refining prompts, enabling you to make improvements more efficiently. This tool aims to enhance user experience by providing an intuitive UI interface for prompt customization and optimization.
- Navigation Bar v2.0: Over the last few months, Fini has grown quite significantly with the launch of knowledge items, analytics, chat history… and a lot more features are coming. We are introducing an upgraded navigation bar to provide a more intuitive and seamless user experience.
We were also feature in Website Planet. You can read more here
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