It’s important end users understand that your AI Agent is deeply connected to your human support team, and how they make decisions. Here's why: our 2026 AI Sentiment Report shows that people want to know that AI can make exceptions the way humans do, and that someone is accountable if something goes wrong. Here's how to get this right: 1. Make it obvious that a human team is monitoring what your Agent does 2. Give end users a clear and easy path to a human teammate To learn more about how to build people's trust in AI Agents, you can read the full 2026 AI Sentiment report at the link below.

The technology to truly transform CX already exists. Junan Pang, SVP of Solutions, Deployment, and Success shares what the biggest challenge for CX leaders in AI is today. You can hear more from Junan and 16 other leaders who’ll be taking the stage at Pioneer on October 7th. If you want to learn how CX leaders at the frontier of AI are transforming how they deliver exceptional customer experiences, register to attend Pioneer in-person or join online. pioneer.fin.ai

There’s more than one way to get buy-in for AI in your support org. The temptation is to start with automating your most common customer issue. But it’s the most visible, which makes it higher risk and harder to do. In a recent chat with Kayla Arp at @PrizePicks, she shared how she pivoted, and then picked the least desirable interaction her team dealt with. Much lower stakes for the business, and much easier to get approved. Her advice was to pick a safe place to test your hypothesis and build your case. Kayla talked about how she navigated the AI shift in the latest episode of our Career Transformation series. Watch it on demand at the link in the replies.

On October 7 at Pioneer, Natalie Hurst, Sr. Director of Customer Success at Nuuly, and Jessica Lozoya, Sr. Manager, Content Experience Design at AppFolio, will walk through how they automated their most complex rocesses with Fin. They took opposite routes to the same place. Nuuly went straight at the hardest thing they had, AppFolio started small and built their case. Both are now automating work worth hundreds of thousands of dollars a year. The session will cover how they did it: the guardrails they set before launch, where they handed off to a human instead of forcing the automation, and how they made the ask internally. Register to attend Pioneer live in San Francisco or virtually from anywhere at the link in the replies.

54% of end users say they’d trust AI to handle simple or routine issues, but not complex ones. When we dig in, the hesitation is actually more about how AI will resolve their problem – not whether or not it’s capable: → Can AI apply discretion in the same way a human can? → What happens to the personal information they share? → Can the AI keep track of everything across a multi-part conversation? Once you understand the nuances of how your end users think about complexity, you can design a customer experience that builds their trust in AI, and its ability to handle complex work. Read the 2026 AI Sentiment Report linked below to learn more.

With 12 support agents, 100,000 creators, nearly 40 million students, the support team at @teachable had a decision to make: who gets helped first? Teachable chose not to deprioritize anyone. They took a new approach to their support and deployed Fin. They started with a 35% resolution rate, just by connecting Fin to their help center content. Now they have: → Connected Fin to @retool and their staff app, so it can answer account-specific questions → Connected Fin to @pendoio, so it can help on the page where someone’s stuck → Set it up to verify identity and handle account deletion end-to-end As a result, today Fin is involved in 85% of conversations and resolves 68% of those queries. Read the full story at the link below.

People call about the things that matter to them. Their orders, appointments, or claims – issues meaningful enough to want a real conversation. Fin Voice Procedures allow Fin to access live data and take action in external systems, all while following your business rules. So Fin resolves more calls instead of routing them. And Operator makes Procedures fast to build: describe the outcome you want, and it works out the steps, connectors, and edge cases. Nothing goes live until you review, test, and approve. Full demo linked below.

You won't win unless you're willing to fundamentally disrupt the way you do things. At the CX Leaders Lounge, Brian Donohue, VP of Product shared the big bets we made with Fin – and why you need to disrupt the way you work, the way your org is set up, and how you operate to really succeed in an AI-first world. Watch the full video of the CX Leaders Lounge from Dreamforce, linked in the replies.

We surveyed 1,000+ end-users and measured how they felt before and after watching an AI Agent resolve a real query. Their responses revealed a lot about trust, transparency, and what end users actually want. This week, on September 23, we’re going deep into the data with: → Ruth O'Brien, Senior Director, AI Support at Fin → Caitlin McCurrie, Director of Research at Fin → Simon Millichip, Senior Vice President, Customer & Risk Operations at ZayZoon → Sneha Raghavan, Lead, Data Products at Pendo Register for the webinar at the link below.

Julia spent the week on the ground at @Dreamforce, showing exactly how Fin looks and how easy it is to set up for every business – no matter the size or scale. Discover how @Kalshi were able to deploy Fin only 10 days before the Super Bowl, their biggest moment of the year, via the link in our replies.