How Fin's own support team reached 83% automation and rebuilt around AI
Our support team set out to become Fin’s best reference customer. That meant rebuilding our support model around AI, not retrofitting AI onto the operation we had.
Here’s what changed:
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Created dedicated knowledge management and conversation design roles.
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Established clear ownership across AI Support, Human Support, and Support Operations & Optimization.
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Made ongoing content improvement part of the team’s work.
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Shifted human support toward complex technical queries and proactive, consultative support.
Today, Fin automates 83% of our total support volume with an 84% CX Score.
Support demand has increased by nearly 300%, reaching around 70,000 questions a month, without a corresponding increase in headcount.