Product Update - September '24

• 📖[Case study]: How Fini is helping Columntax solve 70% of their inbound queries with our AI agents
• 🔧[Improvement]: Adjustments to the deploy page
• 🍂[New Feature]: Different Fallback options 
• 🍂[New Feature]: Chat injection

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📖 Columntax’s story: How Fini is helping Columntax solve over 70% of their inbound queries with our AI agents 

Column Tax faced the challenge of providing scalable, 24/7 personalized support for complex tax queries, needing a solution that could integrate seamlessly with Zendesk. Fini emerged as the ideal partner, offering over 90% accuracy in query responses and handling more than 70% of support tickets autonomously in just 12 weeks since the start of the partnership. This led to faster response times, reduced support load, and improved customer satisfaction. 

Read more to discover how Fini transformed Column Tax's support operations and delivered exceptional results

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🔧 Adjustments to the deploy page:

We made more changes to the deploy pages under every integration! Curious how it looks and what’s possible? Check our blog or directly login to Fini and see for yourself! 

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🍂🔙 Different Fallback options

Context: Last month we launched “Conversational flows with attributes”. Our conversational flows allows you to provide personalized support to your users by using dynamic attributes like order tracking links, payment status etc. However in certain scenarios, these attributes might be missing in your data systems.

With our latest release we now allow you to configure a fallback message when any of those attributes is missing. These fallbacks can either be set up at an attribute level for more personalization or at a global level to ensure more coverage.

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💬 Chat injection

You can now configure custom instructions (eg: tone, signoff message etc.) based on the channel- email or chat. For eg: When users reach out on email you can use a formal tone along with a signoff message, while on chat you can use a conversational tone. You can set it up on your own in the setup page or reach out to us for some best practices!

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⏭️🔮 Coming next

• Search Bar - imagine introducing Fini on your website as a search bar to enable your customers to find necessary information easily, before they even think of reaching out to your support. Our goal here is to help you provide better and faster support to your users.
• Custom instructions in Knowledge items - To enhance Fini's ability to respond flexibly like a human while adhering to specific guidelines, we're introducing a new feature: Instructions for Knowledge Items. This feature allows you to add specific instructions to each knowledge item. This will make it much easier for you to customize how Fini replies to customers on various topics.
• Fini category and subcategory - We understand how important it is to categorize issues properly. This is why we want Fini to be able to apply both: category and corresponding sub-category to every reply to make sure you have all of the valuable insights into common issues and trends. 

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