We’d love to see Fin gain a stronger understanding of time and business hours.
For us, it’s important that Fin knows when our support team is open and when we’re closed. Today, after business hours, a customer can go through the following experience:
- Fin is unable to resolve the issue.
- Fin offers to escalate the conversation to a human support agent.
- The customer is then met with a workflow message explaining that we are closed.
This creates a confusing and somewhat messy customer experience. Ideally, Fin should be aware of our opening hours and adjust its behavior accordingly. For example, when we’re closed, Fin could avoid offering immediate escalation and instead clearly explain when human support will be available again.