User attributes feature overview

Imagine you’re a customer, Sarah, who’s been using an online service for a few months. One day, she decides she wants to update her billing information and check if she’s eligible for an upgrade. Normally, she’d have to navigate through different support articles or wait for a representative to help. But with Fini, things are different.

When Sarah reaches out for help, Fini already knows a lot about her — not in a way that feels intrusive, but in a way that makes everything easier. You see, Fini has just integrated user attributes with flows, allowing it to offer more personalized responses based on Sarah’s specific details.

In the past, while Fini’s AI could handle a wide range of questions, there were moments when Sarah’s request might have required human intervention — especially when it came to things like her account specifics or her subscription details. But now, with flows, Fini is ready to offer Sarah a seamless and tailored experience.

How does it work?

Back in July, Fini introduced flows to fill the gap between AI’s speed and human understanding. These flows were designed to guide customers like Sarah through personalized support paths depending on their needs. For example:

• If Sarah wanted to cancel her account, Fini could step in with strategies to help retain her as a customer, offering her special deals or upgrades to fit her needs.
• If she had a payment issue, such as a failed transaction or a duplicate charge, Fini would be there to resolve it instantly.
• And if Sarah just wanted an update on her order status, she could get real-time information on shipping or delivery without having to dig through emails.

In August, Fini took this even further by introducing User Attributes Integration, bringing even more personalization into the mix. Now, when Sarah interacts with Fini, the system uses her specific details to offer exactly what she needs. Here’s how it plays out:

• Fini knows Sarah’s subscription plan—she’s on a family plan with annual billing—and can immediately tailor responses related to her account type.
• It knows her account status, showing that she’s been a loyal customer for six months, and can offer her personalized upgrade options based on that history.
• Fini is also aware of her churn risk—based on her interaction history, she’s a low risk for cancellation, but if that changes, Fini can offer special retention strategies.
• And because Sarah’s made several purchases, Fini can look at her financial data—her lifetime value and spending history—and treat her like the valued customer she is.

So, when Sarah reaches out to update her payment information, she’s automatically routed to a support flow that’s designed for customers with high Lifetime Value (LTV). This flow isn’t just about fixing a billing issue—it’s about offering her a better experience, suggesting relevant upgrades, and even providing a quick summary of her account benefits.

By using flows and user attributes, Fini ensures that every interaction feels personal. Whether it’s new users needing onboarding support or long-term customers like Sarah looking for an upgrade, Fini’s AI adapts to their needs in real time. And that’s what makes the difference — the ability to combine AI efficiency with human empathy, creating a support system that truly understands the customer.

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