Fin could be resolving 76% of interactions. What is your resolution rate?
Some Fin AI implementations stall well below what they're capable of. We help you find the problem and fix it.
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You've seen the signs
You got Fin live. The numbers looked promising at first, then they tapered off.
01
It sends a lot of information, but much of it is not quite right.
02
It hedges its responses instead of finding the resolution.
03
It can't answer the basics you know are written down somewhere.
04
Conversations loop, and customer frustration grows.
The root cause is often that Fin can't find what it needs, because what it needs was never fit for purpose.
Certified to help you level up your Fin performance.
Seasoned in live customer operations, Otonomee run customer support at scale for global enterprises every day.
We set up Fin AI to handle Tier 1 tasks end-to-end, so your people are free for the most complex, high-stakes moments that need extra judgment and care.
Fix Fin’s foundation, and find a higher resolution rate
Fin answers three kinds of questions: informational (“what's your refund policy?”), personalised (“what's my refund status?”), and action-based (“can you process my return?”).
Most implementations skip the first in the rush to get to the others, but that just keeps the foundation broken and everything built on top starts to wobble.
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How Fin Optimization works
We learn all about your business, your product feature set, and customer types. Every customer has different requirements, and we shape everything to your needs.
We go deep into your data segments to find everywhere Fin is succeeding and everywhere it could do better. Then we analyze the conversations to see where the root causes lie.
You get a ranked, costed set of actions. This is not the hundred things you could do, but the few that can move your Fin resolution rate most. Each one with an expected ROI attached.
We do the work, then measure it against an agreed target and timeframe. The job isn’t finished until your Fin resolution rate and customer satisfaction numbers hold.
Start your Fin optimization journey today
Why scaling teams choose Otonomee to optimize Fin
Our People
We’re independent experts
Otonomee is not a tech firm’s own services arm, upselling you the platform. With us, you get a realistic outside read on exactly what's happening, and how to improve it.
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Our Approach
We're operators, not tool-installers
Plenty of companies know software. How many of them have designed, built and run the complex global support operation the software is supposed to serve?
The Outcomes We Deliver
We deliver much more than a document
We help you get the results you need, then stay for the long term if you want us to. Our goal is to create an experience that makes your customer never want to leave.
Is this you?
You own the customer experience at a scaling company, and you’re accountable for Fin’s resolution rate.
Fin is live but its resolution rate has plateaued, or it never really got going in the first place.
You're staring at a headcount plan that grows linearly with your customers, and looking for another way.
You already have support content. Even if it's unstructured or scattered across different drives and documents.
Find out what Fin should be resolving
Start with an initial consultation. We'll hear your situation, and talk through what might be possible for your Fin deployment.
Frequently Asked Questions
That's the most common reason clients come to us. The cause is usually knowledge, setup or ownership. Our work is to find out where the root cause is, then fix it in a methodical, structured way with cost-benefit at every step.
Yes, we can help. Whether Fin was configured and then drifted, or was never really set up correctly in the first place, the starting point is still the same: find out what's stopping it resolving at the rate it can, and fix it. If it turns out you need a full ground-up build rather than optimization, we'll tell you, and our Fin Implementation service may be of interest to you.
Usually. We find what went wrong, fix the root cause and test it properly before it goes near a customer again. Switching features off forever is probably an expensive response to a few bad experiences.
We’ve found that the support content nearly always already exists, but it’s just not organised, structured or made complete. It’s often scattered in FAQs, in help docs or internal drives, wherever your existing support team accesses daily. Our work is often to organise and structure it so Fin can use it to resolve at a higher rate.
The primary business case is often about cost, specifically resolving more support contacts without needing to increase headcount linearly. However, the real win is often in keeping your existing team and culture intact.
It always depends on your product and customer complexity. Fin’s data shows “an average resolution rate of 76%”. Having designed, built and run complex global support operations for many years, we’ve found that every company is different, so our approach will be tailored precisely to you. Plus, we'll always be straight with you on what’s possible, and hold ourselves to the target we set.
It can be either. Most engagements will start as a defined project to diagnose, fix and prove the outcome. Some customers are delighted to leave it there. Others are happy to make Otonomee an embedded part of their business by moving to an ongoing arrangement where we keep influence, inform and improve every part of your customer experience.