Fin

Big news: Fin is joining @Salesforce. We built the #1 AI Customer Agent, and Salesforce has the reach to help us bring it to the world. Read more from our CEO @eoghan here: linkedin.com/posts/eoghanmc…

AI deployment is moving faster than the job titles around it. Don’t miss this live roundtable on Thursday, July 16, with Simone Santiago Broad at Yoco, Yelva Espinoza at Zumba Fitness, and David Lynch from Fin – three people living this change. They’ll talk through what it really means to own AI deployment inside a business: ▪️How the role gets created. ▪️What the job involves day to day. ▪️Which skills matter most. ▪️Where the work is headed next. This is still a new space, so the most useful part will be the live Q&A. Bring the questions you’re trying to answer inside your own company. Register here: go.fin.ai/deploy-ai Can’t make it? Register and we'll send you the recording.

You can read the full AI Agent Blueprint here: fin.ai/blueprint

Watch the full session from Fin Labs Paris here: youtu.be/qYQFP-et5Ek

"Just because the tech works doesn't mean your organization is ready for it." – Nick Clark, @BCG AI works. That part is largely solved. What breaks most AI deployments is the organization around the AI. The roles that haven't changed, the metrics that no longer make sense, the workflows that were built for a different era. @nrmehta, former CEO of @GainsightHQ, called AI the biggest change management need in human history. Strong leadership is as important as the tech itself. The AI Agent Blueprint was created to help leaders navigate not just how to deploy AI, but how to bring your organization with you when you do. Watch the full AI Agent Blueprint session from Fin Labs Paris at the link in the replies.

Register to attend Pioneer 2026 here: go.fin.ai/2026pioneer

Pioneer is back. The summit where CX leaders redefine what’s possible, is coming to San Francisco on Oct 7th. Join us for a day of industry-shaping dialogue, debate and learning, featuring Fin leaders, special guests and peers blazing a trail at the frontier of customer experience. You’ll learn how CX teams have transformed their entire customer journey with AI, hear our product leaders’ vision for Fin, and get signals from industry experts on where we're headed. There is no playbook for what’s next. Join Pioneer to learn what’s possible. Register at the link below.

Watch the full session from Fin Labs Paris here: youtu.be/qYQFP-et5Ek

Her team was one of the first in the world to start using an AI agent in customer support. When Ruth O’Brien first deployed Fin, there was no playbook, no documentation, no one to learn from. Every decision about ownership, success metrics, and customer experience was figured out from scratch. Since then, we’ve helped thousands of customers deploy and scale Fin, and we've learned what works, what doesn't, and what most teams get wrong. The AI Agent Blueprint is everything we wish we'd had at the start. Watch the full session from Fin Labs Paris at the link in the replies.

Watch the full session from Fin Labs Paris here: youtu.be/qYQFP-et5Ek

It could be time to rip up your org chart.  The most successful leaders who have transformed their customer support with AI, have completely changed the way their team works. Then new roles emerge. At Agorapulse, Head of Customer Service, Ineke Oates, now has a dedicated knowledge manager – a role that didn't exist before. Eloisa, a former support agent who used to spend her days in the ticket queue, now manages workflows and rarely touches a ticket at all. Their day-to-day has completely changed. But the team is busier than ever. As Ineke says, "It's not taking your job. We actually have more work for you than you're probably going to be able to cope with, because of all the things." Fin handles the volume, but great AI can’t run without great people. That's why Fin is designed to work seamlessly with humans on your team. Watch the full AI Agent Blueprint session from Fin Labs Paris at the link in the replies!

Register for the next one – How owning AI deployment expands your role, scope, and influence: go.fin.ai/deploy-ai

Rewatch our last career roundtable – Built by AI: The people behind the roles that never existed before: go.fin.ai/new-roles

Some AI roles are so new that the job titles are still catching up. In our last career roundtable, Jordan Thompson from Raylo joked that “AI Agent personal trainer” might have been the most accurate title. His role grew from conversation analysis into AI support strategy. Rewatch the last roundtable or join the next one live in July. Links below 🧵

Watch the full product update video for Fin over Email here: youtube.com/watch?v=bc0wqF…

Email is one of the most common support channels. It's also one of the hardest to get right with AI. Unlike chat, email is much less predictable. Spam, auto-replies, and CCs need to be handled. Customers expect long, professional, exhaustive responses. PDFs need to be read and referenced. And escalations can get buried in a thread. So that's what the team spent the last few months building for. Fin now writes for the inbox – you can shape tone, length, greetings, and sign-offs so emails read the way customers expect. It handles email etiquette, managing CCs and reply-all with the rules you set. It reads and references PDF attachments. Fin follows up when a customer hasn't replied. And a new spam folder shows exactly why anything was filtered, with guidance you can write for what counts. If you've tried Fin over email before and pulled back, this is the moment to try it again. Watch the full walkthrough at the link below.

You can read the full AI Agent Blueprint here: fin.ai/blueprint

Watch the full session from Fin Labs Paris here: youtu.be/qYQFP-et5Ek

A lesson from the real world: sometimes it’s better to just rebuild from the ground up. When Claudia Byers, Senior Operations Strategy Manager at Raylo, started deploying Fin, they quickly realized there were gaps in their help content and parts of their help center needed to be restructured to improve the readability for AI. Rather than plug a quick fix they decided to rethink everything, and rebuilt their help center from the ground up. A big bonus being it's now easier for customers to read now too, win-win. Claudia shared her story at Fin Labs Paris. Watch the full session at the link below to hear how teams are rethinking everything from content to CS org structure, to truly transform their company with AI.

Subscribe to our Luma calendar and join a future Fin meetup in a city near you: luma.com/fin

Last week in Paris, we brought together the Fin and @MistralAI teams for an evening of candid conversation on one of the most underrated topics in AI: evaluation. @PedroTabacof, Principal AI Scientist at Fin, and Henry Lagarde, Software Engineer at Mistral, walked a room full of engineers and AI builders through the hard-won lessons of shipping AI to production at scale. From why vibe checks still matter, to why A/B testing is the only real gold standard for decision-making, and what happens when your LLM stops parsing end-of-sentence tokens and starts going full stream of consciousness. Thank you to everyone who came out, asked great questions, and kept the conversations and demos going long after the onstage talks wrapped. Subscribe to our Luma calendar linked below and join a future meetup in a city near you!