You've chosen Fin. Now make sure it’s set up to succeed
Otonomee run complex, live support at a global scale. We can help you configure, train and launch Fin to resolve effectively from the start.
Certified in Fin AI. Seasoned in live customer operations.
Otonomee run customer support at scale for global enterprises every day.
We design, build and operate AI agents that handle customer queries end-to-end, so your people are free for the most complex, high-stakes moments that need extra judgment and care.
The Fin Flywheel, run by people who do this every day
We follow the Fin AI Agent Flywheel closely, then run it with the depth of a team that operates support at global scale every day.
Know before you build
We start with your real conversation data, your knowledge base and your resolution targets. We map where Fin can resolve confidently today, and where it can’t, so the plan is tailored completely to your operational needs rather than any generic playbook.
Teach Fin your world
We shape Fin against your knowledge, tone and policies, and build the behaviours that get to resolutions that stay consistent with your brand values. Because we run support at scale every day, we know the edge cases that matter most.
Break it before it ships
We pressure-test Fin before it ever meets a customer, testing for accuracy, safety, escalation paths and hand-offs to specialist teams. We check what the AI is actually doing, not just that it's switched on and running.
Live, with oversight
We go live with human oversight in place from day one, so every resolution is checked as it happens. Our CX Optimization team stays on hand for expert guidance, so resolutions stay correct, safe, and aligned as you scale.
The part others skip
Most implementations stop at go-live. We don't. We stay engaged throughout the optimization curve, fine-tuning against real live data until resolution rates climb and hold.
Fin AI is only as good as the knowledge behind it
Resolution rates live or die on your knowledge base. It’s the most common reason AI underperforms and the highest-leverage thing you can get right. We treat knowledge as core to the Fin AI build.
Knowledge-base audit
We assess your current knowledge against what Fin needs to resolve: gaps, duplication, stale content and structure.
Knowledge-base build
We create or restructure content so it’s accurate, current and written for resolution — machine-ready, not just human-readable.
Knowledge-base management
We provide well-tested processes for keeping it fresh as your product and policies evolve, so resolution holds up long after launch.
Tangible deliverables, and outcomes you can measure
- A Fin deployment configured and trained for your operation
- A knowledge base audited, built and structured to resolve
- An oversight regime that keeps answers accurate, safe and on-brand
- A stabilised implementation for resolution rates to climb and hold
- Actionable reporting on what’s resolving or escalating, and why
- Ongoing support on retainer so Fin keeps pace as your knowledge base, edge cases and volumes shift
The goal: more resolved automatically, the right things escalated to skilled people, and customers who feel genuinely heard — not just processed.
.jpg)
Let’s make sure Fin works as hard as you do
You've chosen Fin. A short initial conversation will show you what a strong implementation looks like for your operation, and how to get right before you launch.
Frequently Asked Questions
With an initial consultation to understand your operation, and if you’re happy to proceed, we will begin the workflow with the Analyse stage of the build. This will include a detailed analysis of your existing content and support docs. We work towards what Fin can resolve confidently from day one, and build the plan around your operation rather than a generic playbook.
Usually not from day one, and anyone who promises that probably has never run complex support at scale. Simple products might get there quickly. If your product, customers or operation are complex, there's some foundational setup work first. This will include building your knowledge content, and then working through personalisation and the automated actions Fin might perform. We'll always be straight about what's achievable, why and by when, and we build towards it strategically and rigorously.
This is common, so it’s expected and fixable. Fin resolves from your knowledge, so we audit it first, fill the gaps we identify and fix the structure before launch. It's usually the biggest single lever on results. The content nearly always already exists, even if it's scattered across FAQs and internal or customer-facing docs.
Analysis of your operation, knowledge work, Fin training and configuration, pre-launch testing and safety checks, deployment with human oversight, and a stabilisation phase after go-live.
We're proven in running complex support operations for rapidly-scaling and enterprise clients globally. We know how to implement Fin for the realities of a live operation, and never just hand over a generic configuration and leave it to you.
We stabilise against real data and stay engaged through the optimization curve, fine-tuning as we go. We continue to monitor escalation points so that your AI resolution rates climb and hold steady.
Yes. Many clients move into a longer-term operational partnership where we manage, optimize and support the AI model alongside existing or newly hired teams. Our goal is always to create the kind of experiences that make your customer never want to leave. Whether this relates to the AI agent experience, or the people who represent your brand, the most important thing is always the experience your customer gets at the end of the line, chat or ticket.