Fini Product Features
Feb 17, 2025
Zuzanna Ostrowska
IN this article
In the fast-paced world of customer support, keeping your information accurate and up-to-date can feel like an uphill battle. Outdated information can lead to slow, inefficient service that frustrates your customers and wastes your team's time. But what if there was a solution that could streamline this process, ensuring your support is always equipped with the latest, most accurate information? Introducing Fini Knowledge Items—a game-changing feature designed to revolutionize your customer support experience. This new feature ensures that your support information is always accurate, up-to-date, and perfectly suited for AI use.
Why Choose Fini Knowledge Items?
Managing and maintaining customer support information is often a daunting task. With frequent changes and updates, it’s easy for information to become outdated, leading to inefficiencies and customer dissatisfaction. Fini Knowledge Items are here to solve this problem. By harnessing the power of artificial intelligence, this feature makes it effortless to create, identify, and update knowledge items. As your support team uses the system, it learns and updates itself automatically, reducing the need for manual updates and ensuring that your team always has the latest information. It ensures that your support team always has access to the most current and relevant information, saving time and enhancing customer satisfaction.
Our vision is ambitious: to build a self-updating knowledge base that continuously improves through interactions and feedback. Fini Knowledge Items are the cornerstone of this vision, transforming how customer support teams access and use information. By utilizing past customer interactions, ongoing chats, and feedback from your team, Fini Knowledge Items create a dynamic, ever-evolving knowledge base that grows smarter over time.
What Are Fini Knowledge Items?
Fini Knowledge Items aims to be your new single source of truth for customer support in the near future. This feature allows you to consolidate all your macros, question-answer pairs, and similar questions in one centralized location. By doing so, it ensures that specific macros are used consistently and accurately across all customer interactions.
With Fini Knowledge Items, knowledge can be created and updated through multiple channels:
Manual Input: Your team can manually add and manage macros, ensuring they meet your specific needs.
Integration with Support Tools: By integrating with tools like Zendesk and Intercom, Fini Knowledge Items can automatically pull in data from past customer chats, enriching your knowledge base with real-world insights.
Agent Feedback: Your support agents can provide feedback to refine and improve the AI model, making it more accurate and responsive over time.
This multi-channel approach ensures that your knowledge base is comprehensive, accurate, and always up-to-date, providing your team with the tools they need to deliver exceptional customer support.
What Do Fini Knowledge Items Do?
Fini Knowledge Items make it easy to manage all your customer support information in one place. Here’s how:
AI-Ready Knowledge: They format your information in a way that's easy for AI systems to read and understand. This improves the accuracy of the AI's responses, leading to better customer support.
Centralized Information: You can store all your macros, FAQs, and similar question-answer pairs in one centralized location. This ensures consistency in the information provided to customers.
Self-Updating System: As your team interacts with customers and provides feedback, the system learns and updates itself. This means your knowledge base is always up-to-date without requiring constant manual intervention. (*Coming soon)
How Fini Knowledge Items Benefit Your Support Team
With Fini Knowledge Items, your support team can provide quicker and more accurate responses to customer queries. The system reduces the risk of outdated or incorrect information being used, which improves customer satisfaction and trust. Plus, by making knowledge AI-readable, your team can leverage AI tools more effectively, leading to greater efficiency and fewer errors.
Embrace Fini Knowledge Items today and transform your customer support experience. Keep your information accurate, up-to-date, and ready for the future of AI-powered support. Your team and your customers will thank you!
General Overview
1. What are Fini Knowledge Items?
Fini Knowledge Items are AI-readable units of support content—like macros, FAQs, and similar Q&A pairs—that centralize and standardize customer support information for accuracy, consistency, and automation.
2. Why did Fini build the Knowledge Items feature?
Fini created Knowledge Items to solve the problem of outdated and scattered support content. They ensure your AI agents always reference the most current and verified knowledge.
3. How do Knowledge Items improve over time?
They evolve automatically by learning from past tickets, agent feedback, and ongoing chat conversations, reducing the need for manual updates and improving with each interaction.
4. What makes Knowledge Items different from traditional knowledge base tools?
Unlike static KBs, Knowledge Items are designed to be modular, continuously updated, and formatted specifically for high AI interpretability—resulting in faster, more accurate responses.
5. Are Knowledge Items a replacement for macros or do they complement them?
They are both a replacement and an upgrade. Knowledge Items retain the use case of macros but add context awareness, feedback loops, and self-updating capabilities.
AI Optimization & Accuracy
6. How are Knowledge Items formatted for AI-readability?
They are stored in structured formats that allow LLMs to parse them efficiently—making the AI agent’s understanding and recall of customer-facing knowledge highly accurate.
7. What role do Knowledge Items play in reducing AI hallucinations?
By using a verified, structured knowledge base as its single source of truth, the AI agent minimizes hallucinations and avoids giving incorrect or outdated information.
8. Do Knowledge Items support similarity matching for different phrasings?
Yes, they group similar questions together, ensuring the AI can handle language variation and surface the correct answer even if phrased differently by the customer.
9. Can Knowledge Items be linked to response confidence thresholds?
Yes, Fini’s AI uses the structure and clarity of Knowledge Items to calculate confidence levels and only serve answers when confident—otherwise routing to agents.
10. How does the AI know when a Knowledge Item is outdated?
Through signals from agent feedback, updates in customer conversations, or integrated data source changes, the AI flags outdated items for automatic or suggested revision.
Content Management & Structure
11. What content types can be stored in Knowledge Items?
Macros, FAQs, long-form answers, error codes, refund policies, subscription terms, technical setup guides, and more can be stored and categorized within Knowledge Items.
12. Can Knowledge Items be organized into categories or topics?
Yes, you can group Knowledge Items by topic, intent, urgency, workflow, or product feature to improve discoverability and update workflows.
13. How do I create a new Knowledge Item manually?
You can add a Knowledge Item directly from the Fini dashboard by entering the title, answer, tags, and any applicable variants or similar questions.
14. Is there version control for editing Knowledge Items?
Yes, Fini tracks changes to Knowledge Items and allows rollbacks or reviews of previous versions for compliance, auditing, and consistency.
15. Can team members collaborate on Knowledge Items?
Absolutely—admins and agents can collaboratively suggest, approve, and edit Knowledge Items, with roles and permissions managed through the Fini interface.
Automations & Integrations
16. How do Knowledge Items integrate with Zendesk or Intercom?
Fini can sync macros and agent interactions from Zendesk or Intercom, turning them into structured Knowledge Items that evolve over time with usage.
17. Does this feature support syncing from past ticket history?
Yes, historical tickets can be ingested and converted into AI-usable Knowledge Items, improving recall and coverage based on real customer issues.
18. Can Knowledge Items be automatically updated from new tickets?
Yes. Over time, Fini identifies patterns in support tickets and recommends new Knowledge Items or updates existing ones based on live data.
19. Is there an API to manage Knowledge Items externally?
Fini provides APIs that let you create, read, update, and delete Knowledge Items programmatically—ideal for custom workflows or CMS syncing.
20. Can Knowledge Items be exported or backed up?
Yes, you can export all your items into structured formats like JSON or CSV for backups, migration, or offline review.
Feedback & Continuous Improvement
21. How does agent feedback improve Knowledge Items?
Agents can rate, flag, or edit responses in real time. These actions feed directly into the learning loop, helping the AI refine or improve items.
22. Can the system suggest new Knowledge Items based on gaps?
Yes, Fini analyzes tickets where fallback or escalation occurred and suggests new Knowledge Items to fill those knowledge gaps.
23. What happens if multiple Knowledge Items apply to one query?
The AI uses intent detection and ranking logic to choose the most relevant item based on customer query context, history, and similarity matching.
24. Can I test AI responses from Knowledge Items before deploying?
Yes, Fini includes a sandbox testing environment where you can simulate customer queries and see how the AI would respond using the available Knowledge Items.
25. Do Knowledge Items improve CSAT and FCR metrics?
By ensuring more accurate and timely answers, they reduce friction and resolution time, directly improving First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.
Use Cases & Applications
26. How are Knowledge Items used for refunds and cancellations?
You can create flow-specific Knowledge Items that guide AI agents to handle full workflows around refunds, cancellations, or returns with all rules embedded.
27. Can Knowledge Items support multilingual answers?
Yes, Fini supports multilingual Knowledge Items so your global customer base can get accurate responses in their preferred language.
28. How does this feature help in regulated industries like fintech?
With centralized control, version tracking, and confidence-bound responses, Knowledge Items enable compliant, traceable support in high-stakes environments.
29. Can I use Knowledge Items to onboard new agents?
Definitely—new human agents can use the curated Knowledge Items as an internal help center or playbook for accurate responses and ramp-up.
30. Can I create AI-specific Knowledge Items that never show to humans?
Yes, you can label some Knowledge Items as “AI-only,” used only for automation logic and never shown in human-facing dashboards or help centers.
Performance & Impact
31. What impact have Knowledge Items had on support automation rates?
In live deployments, teams have seen up to a 25-40% increase in automation accuracy when shifting from scattered macros to structured Knowledge Items.
32. How does this feature reduce maintenance overhead?
With self-updating mechanisms, fewer manual updates are required, cutting maintenance time by over 60% in most support orgs.
33. Can Knowledge Items surface insights for content strategy?
Yes, the system highlights top-performing items and uncovers missing content, guiding your team on what to prioritize in documentation or KBs.
34. Are usage analytics included?
Fini provides analytics on item views, usage frequency, fallback rates, and edit history, helping you optimize your support content.
35. How does this feature scale with company growth?
Whether you have 100 or 10,000 Knowledge Items, the system uses tagging, feedback, and AI prioritization to remain fast, accurate, and scalable.
Setup & Best Practices
36. What’s the best way to start using Knowledge Items?
Start by importing existing macros or FAQs, grouping them into common intents, tagging them, and then layering in feedback from agents.
37. How often should I review my Knowledge Items?
While the system is self-learning, a quarterly review of high-traffic items and flagged content is ideal to ensure strategic accuracy.
38. How do I train my team to adopt this feature?
Provide onboarding sessions with real examples, assign a few internal champions, and empower agents to leave feedback on every interaction.
39. Can I use Knowledge Items alongside Flows or Prompts?
Yes, Knowledge Items can be embedded into or called from Flows, helping create structured conversations while retaining answer accuracy.
40. Who can I contact if I need help setting this up?
You can reach out to Fini’s support team or write to founders@usefini.com for a personalized onboarding and setup consultation.
AI Customer Success Manager
