Fini Product Features
Jan 17, 2025
Zuzanna Ostrowska
IN this article
Check out our Fini 2024 Wrapped and get excited for what's coming in 2025!
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.
Product Milestones
1. What were the most significant achievements for Fini in 2024?
In 2024, Fini processed over 2.3 million support requests—10x more than in 2023—launched 800+ product updates, doubled its headcount, and rolled out game-changing features like Prompt Builder, AI Flows, Knowledge Items, and Fini UI 2.0.
2. How did Fini’s support performance improve in 2024?
Fini increased its AI agent accuracy by 10 percentage points, making it one of the most precise AI support agents available and dramatically improving resolution rates and customer satisfaction.
3. How many integrations did Fini add in 2024?
Fini launched more than 10 new no-code integrations across platforms like Zendesk, Salesforce, Front, HubSpot, Intercom, Freshdesk, and LiveChat.
4. How much did Fini grow its internal team?
Fini doubled its team in 2024, expanding across AI engineering, product, and customer success to accelerate innovation and customer value.
Key Features Launched
5. What is the significance of Fini’s no-code integrations?
Fini’s no-code integrations allow businesses to connect with existing support systems like Zendesk or HubSpot in under 5 minutes, making AI deployment seamless and fast.
6. How does the Chat History feature improve support visibility?
Chat History centralizes all conversations, categorizing them by source, topic, and end-user query, allowing teams to uncover trends and take targeted actions.
7. What are Knowledge Items and how do they work?
Knowledge Items let teams control tone and phrasing for specific content segments, improving consistency and personalization in customer support responses.
8. What is the Chat-2-Knowledgebase feature?
This feature automatically transforms past support conversations into knowledge base content, helping keep documentation current and relevant without manual work.
9. What is the Prompt Builder and why is it important?
The Prompt Builder allows teams to craft clear, guardrailed prompts that define tone, context, and intent—ensuring AI agents deliver accurate and brand-aligned responses.
10. How do Flows with user attributes enhance personalization?
Flows use customer data to guide users through personalized support journeys, such as handling cancellations or loyalty rewards based on past behavior or subscription tier.
Platform Performance
11. What kind of accuracy gains did Fini deliver?
Fini improved its AI agent accuracy by 10 percentage points in 2024, achieving industry-leading results for enterprise-grade support automation.
12. How does Fini handle multi-channel integrations?
Fini integrates with support systems across email, live chat, and ticketing platforms, allowing for consistent performance and unified customer support tracking.
13. Why do 60% of Zendesk customers prefer Fini over native AI?
They choose Fini for superior AI accuracy, better self-serve capabilities, and the ability to take actions like issuing refunds or retrieving order statuses—beyond static text replies.
14. What backend data sources does Fini ingest?
Fini can ingest knowledge from web links, Google Drive, Notion, Confluence, past tickets, and more, ensuring agents are trained on real company context.
Analytics & Reporting
15. What can you track using Fini’s Advanced Analytics?
Teams can track usage metrics, resolution rates, agent transfer rates, knowledge base coverage, and message-level performance to optimize support strategy.
16. How does Fini help identify knowledge gaps?
Fini surfaces underperforming areas in the knowledge base by analyzing unresolved queries and customer feedback patterns across channels.
17. How granular are the insights from Advanced Analytics?
Fini provides message-level insights and conversation breakdowns, offering deep visibility into performance trends and support effectiveness.
Use Cases and Impact
18. How does Fini help with support scalability?
By automating 70%+ of ticket volume for customers like Duolingo and Bitdefender, Fini helps companies scale without proportional increases in headcount.
19. What real-world actions can Fini agents perform?
Fini agents can issue Stripe refunds, retrieve order details, escalate tickets, or trigger backend workflows directly within conversations.
20. What’s the ROI for companies using Fini AI agents?
Companies using Fini have reported over 50% cost reductions while maintaining high CSAT scores due to increased resolution speed and quality.
Roadmap for 2025
21. What is the AI-managed Knowledge Base launching in 2025?
Fini’s AI-managed Knowledge Base will autonomously generate, update, and resolve conflicts within documentation—making it truly self-maintaining.
22. What will Fini’s Memory feature enable?
With Memory, Fini agents will retain cross-ticket and cross-channel context, enabling personalized responses based on past customer interactions.
23. What is Fini Inbox and how will it work?
Fini Inbox will unify all customer messages across channels into one view, enabling smooth transitions between AI and human agents with smart context sharing.
24. How does the 2025 roadmap support enterprise CX goals?
The roadmap focuses on automation, memory, and personalization—empowering businesses to provide fast, contextual, and scalable support at lower cost.
Implementation & Onboarding
25. How fast can Fini be deployed?
Most teams deploy Fini in under 5 minutes thanks to no-code integrations and automatic knowledge ingestion tools.
26. What kind of onboarding support does Fini offer?
Fini provides white-glove onboarding with a dedicated customer success team, helping configure flows, prompts, and integrations.
27. Can I migrate from an existing chatbot to Fini easily?
Yes, Fini supports easy data migration and can repurpose your existing knowledge into its own AI-optimized format.
28. How does Fini ensure brand tone and compliance?
Using Prompt Builder and Knowledge Items, Fini allows precise customization of tone, structure, and guardrails per conversation type or topic.
Competitive Advantage
29. What makes Fini different from Zendesk’s AI?
Fini offers higher resolution accuracy, real action-taking abilities, and richer customization through flows, memory, and dynamic knowledge ingestion.
30. How is Fini better than traditional chatbots?
Unlike rule-based bots, Fini is powered by advanced AI that adapts, learns from interactions, and resolves tickets without needing predefined scripts.
31. Does Fini support enterprise-grade security?
Yes, Fini complies with industry standards and supports PII masking, role-based access controls, and secure API handling.
32. Can Fini scale globally?
Fini supports multilingual interactions, region-specific integrations, and scalable infrastructure suitable for global enterprises.
Innovation Culture
33. How does Fini approach product development?
Fini ships fast and iteratively—over 800 PRs in 2024 alone—constantly refining the product based on customer feedback and emerging needs.
34. What role does customer feedback play at Fini?
Product evolution is customer-led. Fini’s roadmap, feature designs, and updates are directly influenced by client insights and support team observations.
35. How often are new features rolled out?
New features are released continuously throughout the year, often in weekly or bi-weekly cycles depending on roadmap priority and customer impact.
Support and Community
36. Who can I contact for onboarding or technical help?
You’ll be assigned a dedicated Customer Success Manager who will guide you through implementation, training, and success measurement.
37. Is there documentation available for self-service setup?
Yes, Fini provides detailed help docs, integration guides, and tutorials for teams that prefer self-onboarding or technical customization.
38. Can I submit feature requests?
Absolutely—Fini maintains a feedback portal where customers can suggest improvements, which often feed directly into the roadmap.
39. How do I join Fini’s beta programs?
Fini invites select customers to join early access programs for new features. You can express interest via your CSM or Fini’s contact form.
40. How can I book a demo to explore Fini?
You can book a demo here to see how Fini can transform your support experience with personalized AI agents.
AI Customer Success Manager
