Big news: Fin is joining @Salesforce. We built the #1 AI Customer Agent, and Salesforce has the reach to help us bring it to the world. Read more from our CEO @eoghan here: linkedin.com/posts/eoghanmcc…

Read Ninja Transfers’ full story here: fin.ai/customers/ninja-trans…

For many ecommerce brands, customer support is seen as a cost center, but for Ninja Transfers, it became a revenue driver. By integrating Fin with Shopify, the team extended it beyond support and into the buying journey itself. Now, one in ten conversations with Fin ends in an order, with those orders averaging 20% above their typical order value, adding up to $73k in Fin-influenced revenue over just 14 days. Here's how they got there. Ninja Transfers sells custom direct-to-film transfers, where you can print any design on any product, material, or color. They're trusted by millions who create merch, crafts, gifts and more. This creates far more complexity than an online store offering off-the-shelf products. Customers arrive with detailed questions, and if those questions go unanswered overnight, orders are lost. Fin now surfaces the right products, helps customers build their cart, and walks them through application methods, all in the same conversation where it's answering support questions. Across their three brands, Fin handles tens of thousands of conversations a month, resolving around 80% of them end to end. "Fin is like having a product expert available whenever a shopper needs help." – Matt Satell, Director of Ecommerce at Ninja Transfers. Read the full story at the link in the replies.

Read @nuuly's story here: fin.ai/customers/nuuly

How do you deliver a perfect customer experience that delivers human connection at AI scale? That was the question Paul Adams, our Chief Product Officer, brought to a packed audience at CCW Las Vegas last week, alongside Natalie Hurst, Senior Director of Customer Success at Nuuly, moderated by Emmy Award-winning journalist and ABC News correspondent Rebecca Jarvis. Nuuly is one of the most compelling recent stories in CX. When a third of their subscribers needed support every month, scaling traditionally would have meant doubling headcount and risking the CSAT scores they'd worked hard to build. Instead, they hired Fin to help build a perfect experience, transformed their team roles be to AI-first, and integrated AI across the business without losing the human connection their customers loved. Beyond the main stage, CCW was a great opportunity to meet with thousands of CX leaders. Our Fin experts showcased Fin's latest capabilities with Fin Voice 2 and Operator, and demonstrated about how perfect customer experience is now possible, with a single Customer Agent that unifies Sales and Service. If you'd like to learn more about how companies like Nuuly scale with Fin, check out the link in the comments.

Register for the next one – How owning AI deployment expands your role, scope, and influence: go.fin.ai/deploy-ai

Rewatch our last career roundtable – Built by AI: The people behind the roles that never existed before: go.fin.ai/new-roles

In our last career roundtable, Alannah Carroll from @GammaApp put it simply: When you’re building a new AI role, there often isn’t an answer you can Google. You talk to others doing the work, try things, and figure it out. You can rewatch the last roundtable or join the next one live in July. Links in 🧵

You can read the AI Agent Blueprint here: fin.ai/blueprint

Watch the full session from Fin Labs Paris here: youtu.be/qYQFP-et5Ek

Where does your organization sit on the AI maturity curve? Are you a traditionalist, not quite ready to make the move? Or an AI pioneer, with your entire organization rearchitected around AI? Most teams we talk to are sitting somewhere between the two. They've gotten started, they've got strong content sources feeding their AI, and they're beginning to explore what else is possible. Where are you today? And more importantly, where do you want to be? Find the full Blueprint session from Fin Labs Paris below. You can also check out the full AI Agent Blueprint, a strategic map for launching and scaling AI in customer service ↓

Watch the full session from Fin Labs New York here: youtu.be/4mY0_TP7AcA

Shannon Magiera runs support at Kalshi with a team of eight. In 2024, they handled 30,000 tickets. In 2025, 115,000. This year, they're projecting over a million tickets. When response times hit three, four, even five days, there simply wasn't time to help people the way they deserved. The choice: hire 200 people or bring in AI. They chose Fin. It handled the frontline questions. The team finally had time to sit with the harder tickets, build relationships, and earn trust. As Shannon says, "It became more human." AI didn't replace the human side of support, but it did give them room to actually do it. If you're looking to hear how a team of eight navigated hypergrowth and scaled from a standing start to 75% resolution rate through constant iteration, watch the full session with Shannon from Fin Labs New York at the link in the replies

Watch the full Teammate QA video here: youtube.com/watch?v=3PrLCloQ…

Every support team knows QA matters. But how it's done hasn't kept up. It's a manual, after-the-fact exercise that lives in a tool off to the side of where your team works. Feedback that lands long after the conversation's done - and ends as a number in a report rather than a change in how your team performs. So we rebuilt it. Now every conversation gets scored (Fin's and your team's) in the same place they happen. No exports. No second system. QA stops being a measurement exercise and becomes how your team actually improves.

Register at go.fin.ai/deploy-ai

The people owning AI deployment are becoming some of the most visible operators in their companies. Across product, ops, and CX teams, a new kind of role is taking shape:The person responsible for making AI actually work day to day. On July 16, we’re hosting a live career roundtable with Simone Santiago Broad at Yoco, Yelva Espinoza at Zumba Fitness, and our own Dave Lynch – three people living this change. This space is still being defined, so bring all of the questions you can’t Google yet. Register at the link below ↓

Book a Fin demo at CCW here: luma.com/fin-demo-ccw

CCW is live in Las Vegas, and the Fin team are on the ground! This morning, Paul Adams, our Chief Product Officer, kicked things off with an Exec Briefing on leading AI transformation and our journey to becoming an AI-native company. Tomorrow, he'll be joined by Natalie Hurst from @nuuly on the main stage for a conversation on how to keep the heart of your customer experience as you scale and automate. Find us at booth #1302 to explore how perfect customer experiences are made possible with Fin. Or, you can book a demo of Fin in advance using the link below.

Watch the full session from Fin Labs Paris here: youtu.be/qYQFP-et5Ek

Like most things, deploying AI successfully takes a plan. That's why we created the AI Agent Blueprint: a guide to not just launching an AI Agent, but scaling it. Because launching is the easy part. Scaling is where most teams stall. Stalled AI looks like: - No clear owner, no roadmap, no strategy - Conversations deflected but not actually resolved - Customer experience that stays flat or gets worse Scaled AI looks like: - Deep deployment with real organizational change behind it - Clear goals and outcomes you can actually measure - AI that does something for your team, your business, and your customers Ruth explains what separates the two and what your team needs to do to avoid stalling when deploying AI in customer service. Watch the full Blueprint session from Fin Labs Paris at the link below.