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Scaling Irish CX firm partners with leader in AI-first customer support, Fin
“Some traditional BPOs are like supertankers at a time when you need a speedboat.”
Irish customer experience (CX) firm Otonomee has joined Fin’s Solution Partner Program to further integrate AI into its customer service offering as traditional CX models face pressure in an increasingly AI-driven industry.
Fin, the industry-leading Customer Agent company, enables partners such as Otonomee, to assist their clients in delivering scalable and industry-leading customer experiences. Powered by its own AI models, Fin delivers an average of 67% resolution rate of service requests, resolving even the most complex support queries accurately. This, reduces manual workload and allows CS agents to focus on nuanced customer interactions that require human input.
Otonomee, was purpose-built in 2020 to create a different offering from the outset. Its agile, remote-first model, quickly positioned Otonomee as a key challenger in the global BPO industry, giving it a clear advantage in this new AI augmented CX environment. Otonomee has grown to a 650 fully remote workforce operating on four continents in under five years.
How AI and Human Support Teams Work Together
Up to 70 per cent of customer interactions are carried out by AI. AI can handle higher volumes and repetitive work, which means that human team members need to have the necessary skills and experience to be experts in managing the complexity that remains.
This shift comes amid concerns that automation could reduce the number of roles in traditional support centres. Otonomee CEO Aidan O’Shea commented:
“Far from being a threat to the industry, I see AI as a real opportunity, especially for nimble, flexible, specialised premium operators. It means the bar for quality is rising, leaving room for higher-value interactions,” he said. “Some traditional BPOs are like supertankers at a time when you need a speedboat.”
How Remote-First CX Teams Scale Faster in an AI-Driven Market
Cork headquartered customer experience firm Otonomee was founded in 2020 by Aidan and Hilary O’Shea. Otonomee provides outsourced customer support to global brands with complex customer service needs, primarily in the wearables, health tech, fintech, eCommerce, and software as-a-service (SaaS) sectors.
“We’re focused on growing the business and expanding what we offer. A big part of that is investing in broader technology capabilities, particularly AI. We are delighted to partner with Fin. The partnership gives us the ability to combine leading AI tools with human support for more complex customer needs,.” O’Shea continued.
The certified B Corp is one of Ireland’s fastest-growing outsourcing companies, named in the top 10 of Deloitte’s Technology Fast 50 in 2025 and its Founders were EY Entrepreneur of the Year '25 Finalists.
Otonomee is currently filling several AI-driven roles, including the Head of AI Operations, to ensure that innovation is integrated into its customer experience through the intelligent use of AI.
“AI has redefined the role of humans in the customer service industry. I think there’s a very bright future,” O’Shea concludes. “The market is shifting, technology is shifting. We must embrace that change and use it to our advantage.”
About Fin
Fin is the Customer Agent company that is helping businesses deliver perfect experiences across the customer journey – from support, to sales, to ecommerce. Powered by its own AI models, Fin is the highest-performing AI Agent on the market today. It provides higher quality answers and resolves more complex queries than any other AI Agent, and works across every channel. Founded in 2011, Intercom became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using Intercom and Fin to transform their customer support.
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