Recommendations
Get AI-powered recommendations to improve Fin’s performance.
There’s always room to improve Fin’s performance—but knowing what to fix isn’t always obvious. Recommendations removes the guesswork by analyzing unresolved conversations and showing you exactly what to improve, so you can continuously optimize with confidence.
Prerequisites
To get the most value from Recommendations, make sure the following are in place.
- Fin deployed: Ensure Fin is live and handling customer conversations so Recommendations can analyze real interactions.
- Sufficient conversation volume: Allow conversations to accumulate so meaningful gaps and patterns can be identified.
- Help content added: Maintain a knowledge base or help center so content gaps can be detected and improved.
- Pro add-on: Enable the Pro add-on to access Recommendations and AI-powered insights.
Video transcript
There's always room for improvement. And with Recommendations, it's simple to make sure is reaching its full potential. It analyzes conversations Fin couldn't resolve and surfaces fixes that you can make right away, taking the guesswork out of optimization. Content gap shows where Fin escalated to the team because it couldn't find the right answer in your help content. Here are Recommendations sorted by Impact for content to add or existing content to edit. Let's click and go straight to that article. And as you can see, it doesn't just show you where the gaps are, it fills them for you. Green for additions, red for removals that you can accept with a single click. You're not just being told what's wrong, you're being shown exactly how to fix it. Data gaps highlights questions Fin couldn't answer because it didn't have access to the external data it needed. So it couldn't answer customer specific questions like, am I eligible for an upgrade or did my payment go through? And it tells you what data connectors you need to close those gaps. Finally, action gaps reveals moments when Fin was asked to do something like cancel an order or update account details resulting in a handoff to a teammate. Here you'll see recommended data connectors and procedures that will allow Fin to complete those actions automatically. Every gap you close means more customers getting instant results and more capacity for your team. Recommendations turn every escalation into an opportunity, helping Fin improve week after week without the guesswork.
How impact is calculated
Recommendations are prioritized by impact, helping you focus on the changes that will make the biggest difference to Fin’s performance. Impact is calculated based on how often a specific issue occurs and how many conversations it affects—so the more frequently a gap appears, the higher its priority.
This means you’re not just fixing isolated issues. You’re addressing the most common reasons Fin escalates to your team, whether that’s missing content, unavailable data, or unsupported actions. By working through high-impact recommendations first, you can quickly reduce escalations, improve resolution rates, and deliver better outcomes for more customers.
