3rd Party Integrations
Feb 17, 2025
Deepak Singla
IN this article
Businesses today are increasingly turning to AI agents to enhance their customer service capabilities. Integrating an AI agent into HubSpot Service Hub can streamline operations, improve response t... Read more to explore the details.
Businesses today are increasingly turning to AI agents to enhance their customer service capabilities. Integrating an AI agent into HubSpot Service Hub can streamline operations, improve response times, and boost customer satisfaction. Here’s how you can achieve this seamless integration.
As customer expectations and size evolve, businesses must leverage advanced technologies to stay competitive. AI agents have emerged as game-changers in customer support, offering efficiency, 24/7 availability, and consistent service.
Case Study: Customer Chat & Email Automation for a Leading FinTech
How to Identify the Right AI Agent Company for Your HubSpot Service Hub
Selecting the right AI agent company for your HubSpot setup is crucial for enhancing your customer support operations. To make an informed decision, consider the following key factors:
1. Data Ingestion Pipeline: There are two aspects to data-ingestion capabilities.
a. First is that the AI agent must be capable of ingesting data from diverse sources—PDFs, videos, images, text documents, Notion, Slack, etc.—to provide up-to-date and comprehensive responses.
b. Second and most important aspect is data-readiness for model training. An old saying in the analytics space is “Garbage IN Garbage OUT”.
It is very crucial for your AI agent organization to pre-process and standardize the data using a powerful data processing engine to be able to train models to achieve high accuracy.
2. Flexibility in Deployment: Imagine you could create 100 copies of your best support agent and put them at every consumer touchpoint, how easy things would be?! Now you can do that with an AI agent but only if the company you onboard has integration compatibility with various tools like Slack, Intercom, Zendesk, and more. Training an AI agent is a time and resource intensive task, therefore you’d ideally want to focus your efforts on making the best AI agent instead of training different agents across platforms. Be on the lookout for companies with a headless model that can be plugged and played everywhere!
The trained AI agent should ideally be multifaceted to not only handle customer facing conversations but also empower the human agents to quickly gather resources to navigate escalations.
3. No Vendor Lock-In: Imagine HubSpot strikes an exclusive deal with Anthropic, preventing you from using ChatGPT’s latest model for your customer support. You wouldn't want to be caught in such a bind! Shifting to a different platform like Intercom or Salesforce would then require rebuilding your AI model from scratch—a daunting and time intensive task.
Ideally, the company you partner with to create your AI model should ensure its compatibility across multiple models and platforms. So if you have to switch from using GPT-4o on HubSpot to Claude 3.5 on Salesforce, you can do that within 5 mins, rather than spending 6 months. This way, you can migrate seamlessly without losing your crucial trained model. Such flexibility allows you to continuously build on previous learnings, enhancing and refining your customer experience over time, rather than starting from square one. Choose a partner that supports portability and growth, ensuring your AI evolves with your business needs.
4. Accuracy: Air Canada landed themselves in a PR disaster when their customer service chatbot misguided a user. When it comes to customer relations, the last thing you’d want is to use incorrect and non-personal answers to an angry customer. You should be seeking an AI agent that produces both CSATs and accuracy at par or better than your best human agents. To understand whether your AI agent would be able to match the accuracy - you should ask for additional performance figures such as %improvement in CSATs, %first connect resolution, %resolution rate.
5. Handling Complex Queries at High Volume: Imagine asking four questions and only getting one answer to the last questions. Frustrating, right? You definitely don't want your customers to experience that with your AI agent. With global operations, businesses receive queries around the clock in multiple languages and in various formats—some short and concise, others long and detailed. Here's how to ensure your AI agent handles all these efficiently:
Multilingual Proficiency: Your AI agent should be proficient in multiple languages. It needs to identify the customer's language and respond accordingly, providing a localized experience without requiring multiple human agents. This reduces frustration and enhances customer satisfaction.
Handling Long Form Questions: For long form questions, it's a best practice to break questions down into smaller sub-queries. This ensures the AI model addresses each part independently, providing comprehensive and satisfactory answers to your customers.
Ask these right questions to the AI agent company to be more aware if the AI agent fits your needs
6. Seamless Human Routing: We all understand that AI can't answer 100% of queries, it's crucial for an AI system to establish a confidence score to be able to provide a seamless experience for users a 100% of time. This score helps the AI determine when it can provide an accurate, informative, and appropriate response. If the confidence score falls below a certain threshold, rather than offering a potentially incorrect answer, the AI should make a calculated decision to transfer the query to a human agent who can better handle the customer’s needs.
7. Data Security: The last thing you want is to make headlines for a data breach. Providing accurate resolutions often requires users to share personal details such as emails, phone numbers, and insurance IDs. Therefore, it's crucial that the company behind your AI agent has robust cybersecurity certifications to ensure secure information flows.
Look for compliance with industry standards like SOC 2, ISO 27001, and ISO 42001. These certifications provide peace of mind, knowing that your customers' data is handled with the highest security protocols in place. Ensuring these measures not only protects your customers but also upholds your company's reputation and trustworthiness.
When selecting an AI agent company for your HubSpot support, consider factors like flexibility in deployment, data ingestion capabilities, accuracy, complex query handling, seamless human routing, no vendor lock-in, multilingual support, and data security. Fini AI stands out with its advanced features and commitment to maintaining the human touch in customer interactions.
Let’s compare some existing vendors in the space:
It might seem daunting looking at so many parameters to look at but luckily many companies are out there helping you in the task and supercharging your support.
Feature | Fini AI | Yellow AI | Ada | Ultimate AI |
|---|---|---|---|---|
Accuracy | 95% | ~80% | ~80% | ~75% |
Zero Code Setup | ✔ | ✔ | ✔ | ✔ |
Configure Tone | ✔ | ✔ | ✔ | ✔ |
Multilingual Support | ✔ | ✔ | ✔ | ✔ |
Learning with Feedback | ✔ | ✔ | ✔ | ✔ |
Dedicated AI Engineer | ✔ | ✘ | ✘ | ✔ |
Model Fine-Tuning | ✔ | ✘ | ✔ | ✔ |
White Glove Onboarding | ✔ | ✔ | ✘ | ✔ |
Dedicated Slack Channel | ✔ | ✔ | ✘ | ✔ |
Voice/ IVR AI | ✘ | ✔ | ✔ | ✘ |
Enterprise Grade Security | SOC 2, ISO 27001, ISO 42001 | SOC 2 | SOC 2 | SOC 2 |
Target Audience | Mid-Market and Enterprises | Enterprises | SMBs and Enterprise | Enterprises |
Best Practices for Effective AI agent Use
Once deployed, an AI agent still requires continuous improvement to deliver outstanding results. Based on Fini’s experience we also wish to share some essential steps for maintaining your AI agent and a case study showcasing a leading FinTech’s success in improving their bot’s accuracy from 50% to 95%+:
1. Continuous Monitoring: Implement mechanisms to collect and act on feedback regarding the AI agent’s performance. Fini provides a dedicated platform (read more about our open source project Paramount) to help clients' expert agents measure and pinpoint accuracy issues with AI chat. This tool speeds up the discovery of these issues by 10x. for clients to monitor usage tracking, resolution rate, agent transfer rate, and content coverage across chat categories.
2. Continuous Improvement: Iteration is the name of the game. You need to periodically update and train your AI agent with latest data and new types of queries to be able to sustain/ improve performance. Fini AI provides a dedicated AI engineer to help improve the bot faster with the latest LLM updates and market best practices.
3. Human Oversight: Ensure human agents are available to take over complex queries that the AI agent cannot resolve. Human agents should also be actively engaged in sampling QA. Fini empowers agents by providing access to a robust QA platform that helps them assess performance across different categories and provide targeted feedback.
Conclusion
Integrating an AI agent into your HubSpot support can revolutionize your customer service operations. By enhancing efficiency, providing round-the-clock support, and delivering consistent service, AI agents can help you meet and exceed customer expectations. To catch-up with your competition, start your integration journey today and experience the transformative power of AI-driven customer support.
Explore how Fini can revolutionize your customer service by visiting www.usefini.com.
Additional Resources
GenAI agent Use Cases in Support: Read our guide
AI Agent Capabilities
What can an AI agent do within HubSpot Service Hub?
AI agents like Fini can triage incoming requests, auto-tag conversations, suggest or trigger workflows, and resolve common queries directly in chat or email, improving speed and reducing manual load.Can AI agents handle both email and chat in HubSpot?
Yes, Fini supports both channels, using context-aware replies and routing to ensure consistent experience regardless of entry point.How does the AI decide when to escalate to a human agent?
Fini uses confidence scores to determine when a query requires human review. If the score is below a predefined threshold, it routes the ticket automatically.Can AI agents understand and respond to long-form or multi-part questions?
Yes, Fini breaks down complex inputs into sub-queries and answers them sequentially to avoid misunderstandings and partial responses.Do AI agents only answer support queries?
No, they can also guide users to help documentation, trigger internal workflows, collect structured data, and upsell based on user context.
Integration with HubSpot
How easy is it to integrate Fini with HubSpot Service Hub?
Fini integrates directly via APIs and embeds, enabling fast deployment without heavy dev effort. Most teams go live within days.Can Fini update HubSpot ticket properties automatically?
Yes, Fini can write to custom properties, tag issues by category, and update status fields as it processes customer conversations.Does Fini support syncing with HubSpot workflows and automations?
Absolutely. You can trigger downstream HubSpot workflows (like alerts or CRM updates) based on AI classifications or sentiment detected in real time.Can I use Fini’s analytics inside HubSpot?
Fini’s native dashboard provides support metrics, while summaries can be pushed to HubSpot via API or embedded into custom reports.What data does Fini need from HubSpot to start working?
Fini typically requires access to ticket data, contact fields, and knowledge base content to train and personalize responses.
Accuracy and Performance
How accurate are AI responses in HubSpot environments?
With proper tuning, Fini achieves over 90% resolution accuracy across email and chat channels—often matching or exceeding human agents.How does Fini ensure accuracy over time?
Fini supports feedback-driven training loops and QA sampling. It also includes a Paramount UI for analyzing error clusters by category.How does Fini perform on multilingual support?
Fini supports over 20 languages natively, switching automatically based on detected user language and maintaining tone fidelity.What if customers ask about sensitive or compliance-heavy topics?
Fini can flag these cases and route them, while using pre-approved compliant language when responding to regulated queries.Can I trust Fini with high-volume support days?
Yes, Fini scales instantly without extra agents. It's trained to maintain quality even during spikes like product launches or outages.
Agent Handoff and Workflow Design
How does handoff to a human agent work?
Fini packages all context—intent, sentiment, customer inputs—into a structured summary so human agents can jump in without backtracking.Can we configure the conditions for handoff?
Yes, admins can define triggers like keywords, ticket priority, sentiment, or confidence thresholds to initiate human escalation.Does Fini handle ticket assignment in HubSpot?
Yes, Fini can assign tickets to specific teams based on tags, issue type, or business rules configured in your HubSpot pipeline.Can Fini tag issues with custom categories?
Fini supports auto-tagging based on historical patterns, FAQ keywords, and intent classification models trained on your data.Can we A/B test different AI workflows in HubSpot?
Yes, Fini allows experimentation and comparison across workflows so you can measure what improves CSAT, resolution rate, or response time.
Use Cases and Real-World Scenarios
What are common use cases of Fini in HubSpot?
Fini is often used for returns/refunds, onboarding, order tracking, cancellations, product FAQs, and CRM data collection via chat.How does Fini handle promo code or discount questions?
Fini can validate codes, explain rules, suggest alternatives, and even escalate if the issue is promo eligibility-related.Can Fini drive sales as well as support?
Yes, by recognizing buying intent during support queries, Fini can suggest upgrades, bundles, or refer users to sales.How do fintech companies use Fini with HubSpot?
Fintechs often use Fini to triage KYC issues, automate policy explanations, and securely intake transaction disputes or form data.Can Fini assist in customer onboarding via HubSpot?
Fini walks new users through setup steps, shares help content, and proactively checks for confusion—all linked to HubSpot events.
Security, Privacy, and Compliance
Is Fini compliant with security standards?
Yes, Fini is SOC2, ISO27001, and ISO42001 compliant and follows enterprise-grade encryption and access control.How does Fini handle PII in support conversations?
Fini tokenizes PII and redacts sensitive fields where needed. It never stores or reuses personal data outside session scope.Does Fini support audit logs for compliance?
Yes, every interaction is timestamped and logged for auditability. These logs can be shared with internal compliance teams.Can Fini avoid hallucination or false claims?
Fini uses strict grounding against your HubSpot knowledge base and has built-in safeguards to avoid generating unverified statements.How is customer data handled in integrations?
Fini follows the principle of least privilege, requesting only necessary data and ensuring secure data flow between systems.
Setup, Support, and Optimization
How long does it take to deploy Fini on HubSpot?
Most integrations go live within a few days, thanks to Fini’s zero-code setup and pre-built HubSpot connectors.Do I need a developer to install Fini?
No, setup is simple enough for operations teams and includes white-glove onboarding support from Fini’s success team.Can I train Fini on external sources like Notion or PDFs?
Yes, Fini supports ingestion from Notion, Google Docs, PDFs, and more, making your HubSpot responses more comprehensive.Does Fini offer support if the AI fails or gets stuck?
Yes, Fini offers a fallback layer, analytics tools, and access to dedicated AI engineers who help tune your model performance.Can Fini continuously improve without retraining from scratch?
Yes, Fini supports incremental learning so that it improves with usage, without needing full retraining each time.
ROI and Business Value
What metrics improve after deploying Fini in HubSpot?
Teams report 50–80% reductions in response time, 30–60% higher FCR, and up to 20% improvement in CSAT.Can I see cost savings after using Fini?
Yes, many businesses replace 50–70% of Tier 1 tickets, cutting down human support hours while improving user experience.How do I measure Fini’s ROI in HubSpot?
You can track before-and-after metrics for response time, FCR, CSAT, resolution rate, and ticket deflection from HubSpot dashboards.Does Fini help improve customer retention?
Yes, by resolving issues faster and reducing effort, Fini improves user satisfaction and repeat purchase rates.How does Fini compare to other HubSpot-compatible AI agents?
Fini stands out with a headless design, model portability, built-in QA platform, and performance exceeding 90% resolution accuracy—far above most competitors.
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