Fini Product Features
Sep 1, 2024
Zuzanna Ostrowska
IN this article
🍂 Welcome to the Fall Edition of our Monthly Product Update! As the leaves change, so do our exciting new features and improvements. In today’s newsletter you’re going to read about: 🍁
📖[Case study]: How Fini is helping Columntax solve 70% of their inbound queries with our AI agents
🔧[Improvement]: Adjustments to the deploy page
🍂[New Feature]: Different Fallback options
🍂[New Feature]: Chat injection
📖 Columntax’s story: How Fini is helping Columntax solve over 70% of their inbound queries with our AI agents
Column Tax faced the challenge of providing scalable, 24/7 personalized support for complex tax queries, needing a solution that could integrate seamlessly with Zendesk. Fini emerged as the ideal partner, offering over 90% accuracy in query responses and handling more than 70% of support tickets autonomously in just 12 weeks since the start of the partnership. This led to faster response times, reduced support load, and improved customer satisfaction.
Read more to discover how Fini transformed Column Tax's support operations and delivered exceptional results
🔧 Adjustments to the deploy page:
We made more changes to the deploy pages under every integration! Curious how it looks and what’s possible? Check our blog or directly login to Fini and see for yourself!
🍂🔙 Different Fallback options
Context: Last month we launched “Conversational flows with attributes”. Our conversational flows allows you to provide personalized support to your users by using dynamic attributes like order tracking links, payment status etc. However in certain scenarios, these attributes might be missing in your data systems.
With our latest release we now allow you to configure a fallback message when any of those attributes is missing. These fallbacks can either be set up at an attribute level for more personalization or at a global level to ensure more coverage.
💬 Chat injection
You can now configure custom instructions (eg: tone, signoff message etc.) based on the channel- email or chat. For eg: When users reach out on email you can use a formal tone along with a signoff message, while on chat you can use a conversational tone. You can set it up on your own in the setup page or reach out to us for some best practices!
⏭️🔮 Coming next
Search Bar - imagine introducing Fini on your website as a search bar to enable your customers to find necessary information easily, before they even think of reaching out to your support. Our goal here is to help you provide better and faster support to your users.
Custom instructions in Knowledge items - To enhance Fini's ability to respond flexibly like a human while adhering to specific guidelines, we're introducing a new feature: Instructions for Knowledge Items. This feature allows you to add specific instructions to each knowledge item. This will make it much easier for you to customize how Fini replies to customers on various topics.
Fini category and subcategory - We understand how important it is to categorize issues properly. This is why we want Fini to be able to apply both: category and corresponding sub-category to every reply to make sure you have all of the valuable insights into common issues and trends.
Column Tax Case Study
1. What is the main highlight of Fini’s September 2024 product update?
The highlight is Fini’s success in helping Column Tax automate over 70% of inbound support queries using AI agents, delivering 90%+ accuracy and significant SLA improvement within 12 weeks.
2. How did Fini help Column Tax automate 70% of their support workload?
Fini’s AI integrated with Zendesk to autonomously resolve common and repetitive queries, freeing agents to focus on complex issues while maintaining high response accuracy.
3. What was the accuracy of Fini’s AI at Column Tax?
Fini achieved over 90% accuracy in resolving queries, ensuring that automated replies were trusted and consistent across interactions.
4. What platform did Column Tax integrate Fini with?
They integrated Fini with Zendesk, enabling seamless automation while keeping their existing ticketing structure intact.
5. How long did it take for Column Tax to see results after deploying Fini?
Column Tax saw measurable results in just 12 weeks, including over 70% resolution rate and significantly improved response times.
6. What impact did Fini have on customer satisfaction for Column Tax?
Faster response times and high-quality automation led to increased customer satisfaction, as issues were resolved more efficiently.
Conversational Flows and Fallback Options
7. What are conversational flows with attributes in Fini?
These are AI-powered support flows that personalize responses using user-specific attributes like order status, plan type, or account data.
8. Why were fallback options introduced for these flows?
Fallbacks handle scenarios where attribute data is missing, ensuring the AI can still deliver helpful, brand-aligned responses.
9. How does attribute-level fallback differ from global fallback in Fini?
Attribute-level fallbacks respond differently based on the missing data point, while global fallbacks provide a consistent message across all missing data scenarios.
10. How can businesses configure fallback messages in Fini?
Fallbacks can be customized directly within Fini’s no-code interface, allowing easy setup for different attributes or global cases.
11. Can fallback logic improve resolution rate?
Yes, by ensuring the AI always has a structured response, even in edge cases, fallbacks reduce failed conversations and improve resolution.
12. Are fallback responses brand-customizable?
Absolutely. Teams can define tone, structure, and phrasing for fallbacks to ensure they reflect brand voice across support channels.
13. Does Fini track fallback usage in analytics?
Yes, Fini provides detailed fallback event tracking, helping teams identify where data gaps exist and improve attribute coverage.
14. Can fallback behavior differ across user segments?
Yes, fallback responses can be tailored based on user type, priority level, or any other attribute mapped in flows.
15. How do fallback settings contribute to CSAT?
They help avoid “Sorry I can’t help” dead ends by providing thoughtful and informative responses, improving user experience and satisfaction.
Chat Injection and Tone Customization
16. What is chat injection in Fini’s AI platform?
Chat injection enables tone and formatting customization based on support channels like chat or email, offering a more personalized feel.
17. Why is channel-specific tone control important in support automation?
Different channels have different expectations—chat requires brevity and friendliness, while email may require formality and structure.
18. Can tone be adjusted per use case in chat injection?
Yes, you can apply one tone for onboarding flows and a different one for billing or complaints within the same channel.
19. Is chat injection configurable without code?
Yes, it’s fully configurable in Fini’s admin dashboard, with guided setup and best practices available from Fini’s success team.
20. Can teams preview tone variations before deploying?
Absolutely. Test views are available so admins can validate tone and structure before going live.
21. Does chat injection support multilingual tone control?
Yes, different languages and cultural tone variations can be configured using custom flows and instructions.
22. How does chat injection impact brand perception?
Consistent and on-brand messaging across channels improves professionalism, trust, and the perceived intelligence of the support agent.
Deployment and Setup Enhancements
23. What was improved on the deployment page in September’s release?
Fini introduced a more intuitive, guided deploy experience across all integrations, simplifying setup for new and existing users.
24. How do these updates help first-time users of Fini?
Users now benefit from visual workflows, clearer documentation, and better categorization of setup steps, reducing setup time and error rates.
25. Can deploy pages be customized for different tools like Intercom or HubSpot?
Yes, Fini tailors deploy flows for each integration, providing specific setup instructions and options.
26. Is live support available for deployment configuration?
Yes, Fini offers support via chat, email, and call for onboarding and deployment assistance.
AI Performance and Resolution
27. How does Fini track AI performance improvements?
Fini tracks resolution rates, fallback usage, categorization accuracy, and SLA improvements in real time through its analytics dashboard.
28. Can support teams review unanswered queries?
Yes, Fini highlights unanswered queries and suggests knowledge updates or flow improvements to boost resolution.
29. How does Fini ensure accuracy while personalizing responses?
By combining dynamic attributes with tone control and fallback logic, Fini balances customization with guardrails.
30. Does Fini support real-time escalation to agents?
Yes, if an AI agent cannot resolve an issue, it can escalate with full context to a human agent, preserving continuity.
31. What is the typical SLA improvement seen with Fini?
Brands using Fini often report SLA improvements between 100–150%, as seen in the Column Tax case.
Upcoming Features
32. What new features are coming after the September update?
Fini is rolling out the AI Search Bar, knowledge item-specific instructions, and reply categorization with subcategories.
33. What is Fini’s new AI Search Bar?
It’s a zero-code widget you can embed on your site or product to offer users instant, searchable AI-powered answers.
34. What are custom instructions for knowledge items?
They let teams fine-tune AI tone and logic on a per-item basis, improving response alignment with context.
35. How will categorization and subcategorization help teams?
They allow more granular tagging of issues, improving analytics, reporting, and customer journey analysis.
36. Will these upcoming features require additional setup?
Some features may need minor configuration, but most are no-code and plug-and-play.
Integration and Scalability
37. Does Fini support fallback logic in all integrations?
Yes, fallback behavior is consistent across integrations like Zendesk, Intercom, HubSpot, and Freshdesk.
38. Can chat injection be applied to API-based channels?
Yes, tone and formatting rules apply to any input method, including custom APIs and SDKs.
39. How does Fini help teams scale without hiring more agents?
By resolving 70–90% of incoming queries using AI, teams can scale support volume without increasing headcount.
40. Why is Fini a better alternative to traditional ticketing systems?
Unlike legacy systems that focus on closing tickets, Fini offers personalized, real-time resolutions and actionable insights, turning support into a proactive growth engine.
AI Customer Success Manager
