Fini has taken our average reply time down from 7+ hours to just 1 hour. The agent only needs to escalate around 20% of our tickets and manages the rest. Our team has capacity back to focus on higher leverage projects and tasks that improve our user experience, instead of being reactive in the inbox answering repeat questions. Review collected by and hosted on G2.com.

You have to be very thoughtful and careful about what Fini can and cannot do or say. The product is also quite complex, which is good in that it is a very powerful product, but because of that it's also something that requires regular maintenance and management. And Fini can make mistakes sometimes, so the rules and guidelines need to be carefully constructed. Review collected by and hosted on G2.com.

I originally wrote this review early in the roll out, and I am happy to say that Fini continues to exceed expectations on all of these points. I highly recommend. Review collected by and hosted on G2.com.

Nothing additional that Fini can improve. Review collected by and hosted on G2.com.

I really like that Fini keeps improving and offers regular check-ins with our account manager, which helps in performance evaluation and implementing new features. The most significant benefit for my team is the time it saves us from doing manual customer support. The fact that it solves customer problems in real-time, rather than the traditional 24-hour wait for email responses, is a huge advantage. I also appreciate how easily our materials were assimilated into a coherent knowledge base, and how it automatically updates itself based on feedback without needing manual intervention. The straightforward setup with clear guidance from the account manager was another plus. Overall, Fini’s efficiency in adapting quickly and addressing customer needs solidly supports our customer service efforts. Review collected by and hosted on G2.com.

I would love for the integration with Front to be a bit smoother. Routing of emails in inboxes there can sometimes be tricky. Review collected by and hosted on G2.com.

I find Fini incredibly helpful in providing our customers the support they need without human oversight. It's great that Fini learns from past conversations and improves itself, all while keeping everything secure. I appreciate how easy it is to add or pull data from our admin to share with customers and resolve their inquiries. The team from Fini consistently improves their processes and is available if we have any issues. Additionally, the initial setup was straightforward because Fini's team provided a lot of help and clear explanations on how things work. Our escalation rate to human agents is already below 10%, and Fini's ability to update its knowledge base and submit for human review further reduces this rate, enhancing customer experiences. Review collected by and hosted on G2.com.

Rarely Fini doesn't follow instructions to the letter and escalates or says incorrect things. I believe it's Fini's internal system and I would identify it as bugs. Review collected by and hosted on G2.com.

Not only did Fini get us up and running quickly, they did so in a strategic/careful manner. They balanced our unique business cases with strong AI responses and we're seeing immediate benefits. The Fini team is also incredibly helpful and excited to help us on our AI support journey and has made complicated topics seem simple Review collected by and hosted on G2.com.

We have not encountered anything we've disliked about using Fini at this time Review collected by and hosted on G2.com.

I like Fini's ability to handle high volumes of tickets without compromising on accuracy or quality. The dashboard is user-friendly and super powerful, with the ability to make updates quickly. It's easy to integrate and works well with our workflows, delivering accurate, on-brand responses. I appreciate the clear visibility over performance, ticket handling, and trends that the dashboard provides, which makes monitoring the agent's work much easier. The ability to swiftly update workflows and responses in real time without needing technical input is a huge advantage. The setup was very easy and smooth. Fini helps us improve response times, issue resolution speed, and enables true 24/7 customer support, along with achieving cost savings. It's great for ticket deflection and categorization, and it keeps getting better with newer versions. Review collected by and hosted on G2.com.

Nothing at all, it's a great tool! Review collected by and hosted on G2.com.

Their team is very knowledgable of the AI industry, have built an incredible tool, and have been quick to help get our account live into production. Review collected by and hosted on G2.com.

No dislikes at this time. Current feedback I have is around the admin portal and having more visibility into my team's interactions/productivity with training which FINI is currently reviewing. Review collected by and hosted on G2.com.

I like the ease with which I can manage the bots from the platform and enjoy adding and managing the knowledge. Review collected by and hosted on G2.com.

Managing several bots for different channels can be challenging. Review collected by and hosted on G2.com.

Fini is an easy program to let AI do the most of the work and the support is great Review collected by and hosted on G2.com.

Translation is something a thing. But Duth isn't the easiest language Review collected by and hosted on G2.com.

Fini is delivering what they promised and more. Their answer quality and ticket resolution rates exceed all of our very high expectations.

Fini has been an incredible partner from implementation to customization with user attributes and categorization requirements, strong self-serve dashboard tools, exceptional issue response and resolution, compliance, reliability, and on and on.

The team at Fini is committed to our success and they're absolutely great to work with. Highly recommend. Review collected by and hosted on G2.com.

It would be next level if the content updates we make in our CRM (Zendesk macros) could auto-update in Fini but that's a nice-to-have and it doesn't impact the quality of the product. Fini's tools are easy to learn and easy to use. Review collected by and hosted on G2.com.