Trust Metrics
Trust Metrics for customer support.
Trust Metrics for customer support.
Trust Metrics for customer support.
With Fini, you improve the metrics that matters the most! Not the vanity metrics like Resolution Rate.
Why Trust Metrics Matter?
Why Trust Metrics Matter?
We were tracking typical bot metrics - containment, response time, etc., but something felt off. Customers were still writing back. Frustrated. Confused. Unheard. What changed with Fini was trust. Their AI doesn't just answer quickly, it understands nuance, escalates when needed, and speaks like our brand. That’s why we’ve shifted to measuring things like resolution accuracy, CSAT from AI, and tone adherence. And those numbers? They’re up. Way up.
Lori McCool
CX Lead - Columntax
Customer satisfaction plummets
Frustrated users lose trust in your brand
Support costs increase
Angry customers require more expensive recovery efforts
Revenue impact
Poor experiences drive customers to competitors
Agent burden grows
Human agents spend time fixing AI mistakes instead of adding value
“It’s hard to believe we have automated more than 90% of our support queries in the first three months with Fini. Earlier this year, we evaluated six AI tools with three key focus areas in mind: enhancing customer experience, achieving high automation rates for complex inquiries, and automating the creation of new content. Fini is unique in it’s ability to achieve all three. It’s a complete no-brainer for any business”
Lori McCool
CX Lead - Columntax
RAGless Architecture
No complex retrieval pipelines. More speed, more accuracy.
RAGless Architecture
No complex retrieval pipelines. More speed, more accuracy.
Self-Learning AI
Automatically ingests your docs, tickets, and knowledge base — zero manual tagging needed.
Self-Learning AI
Automatically ingests your docs, tickets, and knowledge base — zero manual tagging needed.
Real-time conflict resolution
Spots and fixes inconsistencies in your knowledge on its own.
Real-time conflict resolution
Spots and fixes inconsistencies in your knowledge on its own.
Adaptive learning loop
Trains continuously on real-world interactions.
Adaptive learning loop
Trains continuously on real-world interactions.
Automated QA
Built-in feedback and validation to improve accuracy without human review.
Automated QA
Built-in feedback and validation to improve accuracy without human review.
Production-Ready from Day 1
No fragile flows, no hallucinated replies — delivers real support, at scale.
Production-Ready from Day 1
No fragile flows, no hallucinated replies — delivers real support, at scale.
“It’s hard to believe we have automated more than 90% of our support queries in the first three months with Fini. Earlier this year, we evaluated six AI tools with three key focus areas in mind: enhancing customer experience, achieving high automation rates for complex inquiries, and automating the creation of new content. Fini is unique in it’s ability to achieve all three. It’s a complete no-brainer for any business”
Lori McCool
CX Lead - Columntax
RAGless Architecture
No complex retrieval pipelines. More speed, more accuracy.
RAGless Architecture
No complex retrieval pipelines. More speed, more accuracy.
Self-Learning AI
Automatically ingests your docs, tickets, and knowledge base — zero manual tagging needed.
Self-Learning AI
Automatically ingests your docs, tickets, and knowledge base — zero manual tagging needed.
Real-time conflict resolution
Spots and fixes inconsistencies in your knowledge on its own.
Real-time conflict resolution
Spots and fixes inconsistencies in your knowledge on its own.
Adaptive learning loop
Trains continuously on real-world interactions.
Adaptive learning loop
Trains continuously on real-world interactions.
Automated QA
Built-in feedback and validation to improve accuracy without human review.
Automated QA
Built-in feedback and validation to improve accuracy without human review.
Production-Ready from Day 1
No fragile flows, no hallucinated replies — delivers real support, at scale.
Production-Ready from Day 1
No fragile flows, no hallucinated replies — delivers real support, at scale.
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Trust Metrics
Trust Metrics
Sophie is evaluated on seven key trust metrics that go beyond speed and volume, focusing on accuracy, compliance, and customer satisfaction.
Sophie is evaluated on seven key trust metrics that go beyond speed and volume, focusing on accuracy, compliance, and customer satisfaction.
Metric
Fini Benchmark
% of AI chats where the customer’s problem was actually solved, verified by outcomes like follow-up sentiment or no ticket reopen.
01
Resolution Accuracy
95% accuracy
% of AI chats where the customer’s problem was actually solved, verified by outcomes like follow-up sentiment or no ticket reopen.
01
Resolution Accuracy
95% accuracy
% of AI chats where the customer’s problem was actually solved, verified by outcomes like follow-up sentiment or no ticket reopen.
01
Resolution Accuracy
% of cases where the AI knew it shouldn’t answer, and escalated smartly to a human without frustrating the user.
02
Escalation Intelligence
98% precision
% of cases where the AI knew it shouldn’t answer, and escalated smartly to a human without frustrating the user.
02
Escalation Intelligence
98% precision
% of cases where the AI knew it shouldn’t answer, and escalated smartly to a human without frustrating the user.
02
Escalation Intelligence
How customer satisfaction from AI support compares to human agent support, especially in sensitive workflows.
03
CSAT Delta vs. Human
+10% CSAT Uplift
How customer satisfaction from AI support compares to human agent support, especially in sensitive workflows.
03
CSAT Delta vs. Human
+10% CSAT Uplift
How customer satisfaction from AI support compares to human agent support, especially in sensitive workflows.
03
CSAT Delta vs. Human
% of AI responses that follow your company’s rules - no unauthorized refunds, no risky replies, no hallucinations.
04
Policy & Guardrails Adherence
99.8% compliance
% of AI responses that follow your company’s rules - no unauthorized refunds, no risky replies, no hallucinations.
04
Policy & Guardrails Adherence
99.8% compliance
% of AI responses that follow your company’s rules - no unauthorized refunds, no risky replies, no hallucinations.
04
Policy & Guardrails Adherence
% of answers that fully respond to the customer’s question using all relevant knowledge, with no key info missed.
05
Completeness Score
99% questions answered
% of answers that fully respond to the customer’s question using all relevant knowledge, with no key info missed.
05
Completeness Score
99% questions answered
% of answers that fully respond to the customer’s question using all relevant knowledge, with no key info missed.
05
Completeness Score
How often the AI uses the right tone, formatting, and brand voice - friendly, clear, and emotionally intelligent.
05
Tone & Empathy Adherence
99.3% consistency across brands
How often the AI uses the right tone, formatting, and brand voice - friendly, clear, and emotionally intelligent.
05
Tone & Empathy Adherence
99.3% consistency across brands
How often the AI uses the right tone, formatting, and brand voice - friendly, clear, and emotionally intelligent.
05
Tone & Empathy Adherence
% of chats where user emotion improves during the conversation - from upset or confused to satisfied and calm.
07
Sentiment Shift
80% Positive Shift
% of chats where user emotion improves during the conversation - from upset or confused to satisfied and calm.
07
Sentiment Shift
80% Positive Shift
% of chats where user emotion improves during the conversation - from upset or confused to satisfied and calm.
07
Sentiment Shift
Overall Performance
Overall Performance
The Performance Gap: How Fini Outpaces Legacy AI in Real Support Conversations
The Performance Gap: How Fini Outpaces Legacy AI in Real Support Conversations
Fini
80%
Fini
80%
Fini
80%
Intercom Fin
60%
Intercom Fin
60%
Intercom Fin
60%
Zendesk AI
30%
Zendesk AI
30%
Zendesk AI
30%
Salesforce AI
40%
Salesforce AI
40%
Salesforce AI
40%
Ada
50%
Ada
50%
Ada
50%
*This analysis is based on an empirical analysis of over 3,000 real-life customer support tickets, evaluated through a standardized testing framework that applied identical scenarios across Fini and its competitors.
