From resolutions to outcomes: Evolving how Fin delivers value

Summary

Fin is changing its pricing metric from “resolutions” to “outcomes” as its capabilities extend beyond fully autonomous support conversations. Historically, a resolution meant Fin solved an issue end to end without human involvement; the model gave teams a clear ROI comparison, and Fin’s average customer resolution rate now stands at 76% across more than 7,000 teams. Customers increasingly deploy Fin on complex, multi-step work involving external systems, policy constraints, and human oversight, where Fin may gather context and act before handing off for confirmation. An outcome counts when Fin successfully completes the action it was configured to perform, including a full resolution or a Procedure. The change keeps pricing simple while recognizing collaborative workflows, supporting compliance, and providing a metric that can scale as Fin takes on more roles beyond service.

Takeaways

1. 1

   Fin’s average resolution rate across customers is 76%, and more than 7,000 teams use Fin.

2. 2

   A Procedure is an outcome where Fin gathers context, takes action, and hands the conversation off when the customer configuration requires it.

3. 3

   Outcome-based pricing is intended to support compliance-oriented workflows and provide a measurement foundation as Fin takes on roles beyond service.