Fini Product Features
Jan 17, 2025
Zuzanna Ostrowska
IN this article
Fini is transforming customer support by integrating user attributes with flows, enabling hyper-personalized interactions. Instead of navigating complex help centers or waiting for an agent, customers like Sarah receive instant, context-aware support tailored to their specific needs. This blog explores how Fini enhances customer experience by reducing friction and delivering seamless, automated assistance.
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.
Personalization with User Attributes
1. What are user attributes in Fini’s AI platform?
User attributes are key data points about each customer—such as plan type, account status, purchase history, and churn risk—that Fini uses to deliver personalized, context-aware support responses. These attributes allow the AI to tailor its replies based on who the user is, rather than just what they’re asking.
2. How does Fini use user attributes to personalize customer support?
Fini AI references user attributes in real time to customize replies and route users through intelligent flows. For example, it can recognize whether a customer is on a free or premium plan and offer upgrade incentives accordingly, or treat a high-value customer with special offers during a billing issue.
3. Can user attributes influence the tone of support conversations?
Yes, user attributes can affect tone, escalation urgency, and empathy levels. For example, if a user is flagged as high churn risk, Fini will use a more empathetic tone and offer proactive retention flows to reduce the chance of cancellation.
4. What’s the benefit of using user attributes in support automation?
The main benefit is hyper-personalization. Instead of generic replies, Fini provides answers tailored to the user’s profile, increasing customer satisfaction, reducing friction, and improving conversion and retention rates.
5. How does Fini handle sensitive data like billing information in user attributes?
Fini adheres to strict privacy and security standards. User attributes are only used to generate contextually relevant support and are never exposed or stored insecurely. PCI-sensitive data is never surfaced directly by the agent.
Use Cases and Real-World Examples
6. How does Fini help with account-specific queries using user attributes?
When a user asks, “What’s my billing date?” or “Can I upgrade?”, Fini can directly answer these by referencing their current plan, renewal cycle, or eligibility based on integrated account data, all without requiring a human agent.
7. Can Fini proactively offer upgrade suggestions?
Yes. If a user is nearing their plan limits or has high engagement and LTV, Fini can trigger flows that suggest relevant upgrades or bundled discounts based on their historical usage patterns.
8. How does Fini manage high-value customers differently?
High-LTV customers can be routed through VIP flows that prioritize faster resolution, exclusive retention offers, and human agent escalation paths—ensuring that premium customers always receive white-glove support.
9. Does Fini handle new users differently from existing ones?
Absolutely. New users may be routed through onboarding flows with tutorials and setup guidance, while existing users might receive upgrade options, personalized product tips, or billing insights based on their profile.
10. What if a customer shows signs of churn?
If churn risk is high—based on low engagement or complaint history—Fini triggers retention flows that may include offers, empathetic messaging, or escalation to customer success teams for intervention.
Technical Implementation
11. How are user attributes fed into Fini?
User attributes can be ingested via CRM integrations (like HubSpot or Salesforce), backend APIs, or data platforms. Fini syncs this data to build rich customer profiles that inform its decision-making in real time.
12. Can I customize which attributes Fini uses?
Yes, Fini allows teams to define and prioritize custom attributes depending on their goals. Whether it's subscription type, last login, or support tier, the system can be configured to emphasize what matters most.
13. How frequently are user attributes updated in Fini?
Fini supports both real-time updates and scheduled syncs. For use cases requiring high precision (e.g., fraud flags or payment status), real-time webhook integration is recommended.
14. Is attribute-based routing available for chat and email channels?
Yes, Fini uses user attributes to personalize responses and flows across both live chat and email channels, adapting language, resolution paths, and escalation logic to each user’s context.
15. What happens if some user attributes are missing?
Fini gracefully handles missing data by falling back to default flows. If key attributes are unavailable, the AI still provides helpful, generalized support while requesting clarification if needed.
Integration with Flows
16. What are flows in Fini, and how do they connect with user attributes?
Flows are configurable support journeys that guide users through specific actions or decisions (e.g., cancel, upgrade, resolve payment issues). User attributes trigger and personalize these flows based on real-time context.
17. Can different flows be triggered for different user segments?
Yes, flows are dynamically selected based on user segments such as plan type, support history, region, or churn score. A free user and a VIP customer may receive completely different resolution paths for the same issue.
18. How does Fini use user attributes to upsell during support interactions?
If a user is eligible for an upgrade or product cross-sell, Fini can surface relevant offers during support conversations—such as suggesting a family plan to a solo user who’s invited multiple collaborators.
19. What role do flows play in churn prevention?
Flows allow Fini to intervene with targeted offers or messages when churn signals are detected. For example, it can guide users to a feedback form, share retention offers, or escalate to a human agent automatically.
20. Can flows adjust in real time based on changing user attributes?
Yes. Fini monitors updates to user attributes mid-conversation and adapts the flow accordingly—e.g., if a payment just cleared, it won’t continue a billing resolution flow unnecessarily.
Performance and Optimization
21. How does using user attributes impact resolution rates?
By tailoring responses to each user’s context, Fini reduces back-and-forth interactions and confusion, improving First Contact Resolution (FCR) and reducing ticket volume overall.
22. What impact do user attributes have on CSAT?
CSAT improves because customers feel understood and receive faster, more accurate support. Personalized replies that anticipate needs result in more satisfying interactions.
23. How does Fini measure flow performance by user segment?
Fini’s analytics dashboard breaks down flow effectiveness by user attributes, showing which segments convert, escalate, or drop off—allowing teams to refine targeting and experience.
24. How often should user attribute data be audited?
Regular audits are recommended—at least monthly—to ensure accuracy. Fini’s analytics tools can surface anomalies in flows triggered by incorrect or outdated attributes.
25. Can A/B testing be done based on user attributes?
Yes. You can run experiments targeting specific user segments (e.g., users with low LTV) with alternative flows, then compare outcomes to optimize conversion, retention, or CSAT.
Use in Specific Scenarios
26. Can Fini use user attributes to handle billing-related queries?
Yes. Fini can tailor responses to questions about billing cycles, discounts, failed payments, or refunds using plan and transaction history embedded in user attributes.
27. How does Fini assist with subscription upgrades or downgrades?
Based on user plan, usage level, and tenure, Fini recommends appropriate upgrade or downgrade options and can even trigger automated plan changes through integrated APIs.
28. Is this feature useful in onboarding new users?
Very much so. Fini uses attributes like signup date, activation status, and feature usage to guide new users through onboarding flows that reduce drop-offs and improve activation rates.
29. How does Fini help identify and support power users?
Power users often have high usage frequency and large transaction volumes. Fini can identify these users and prioritize them for feedback loops, beta access, or specialized support.
30. Can Fini personalize support based on user location or language?
Yes, Fini can use geo attributes to deliver localized responses, route to region-specific flows, or initiate multilingual support experiences depending on user locale.
Implementation and Configuration
31. Is technical support needed to implement user attributes in Fini?
Minimal. Fini offers no-code and low-code options for syncing attributes via CSV, APIs, or third-party integrations. Most setups can be completed without engineering help.
32. Can user attributes be imported from CRMs or CDPs?
Yes. Fini integrates with tools like Salesforce, HubSpot, and Segment to import attributes and keep them updated continuously.
33. What formats are supported for user attributes?
Fini supports string, number, boolean, date, and categorical data types, allowing flexible configuration across use cases like plan types, tenure, and behavior flags.
34. Is there a UI to view and manage user attributes?
Yes. Fini provides an admin dashboard where you can view, add, or modify user attributes and map them to flows or segments in just a few clicks.
35. Can user attributes be used to flag compliance-sensitive users?
Absolutely. Attributes like country, data residency, or account type can be used to enforce regulatory flows or flag users needing GDPR, HIPAA, or SOC2-compliant interactions.
Strategic Value
36. How does this feature support customer retention?
By understanding customer history, engagement level, and churn risk, Fini can deliver interventions that reduce cancellations and strengthen long-term loyalty.
37. How does user attribute integration reduce support costs?
More personalized, self-resolving support reduces escalations, human workload, and ticket resolution times—leading to leaner support operations.
38. Is this feature scalable for enterprises with millions of users?
Yes. Fini’s infrastructure is built for scale, allowing organizations to manage millions of user attributes and deliver personalized experiences without performance trade-offs.
39. What’s the ROI of using user attributes in customer support?
Companies using personalized flows see higher CSAT, lower churn, increased upsell conversion, and reduced agent dependency—leading to a strong ROI on Fini’s automation.
40. How does Fini stand out compared to competitors in using user attributes?
Unlike traditional chatbots, Fini combines real-time attribute logic, adaptive flows, and proactive automation—making it one of the few AI support platforms with truly dynamic personalization.
AI Customer Success Manager
