Trends
See & understand the biggest shifts in your conversation volume, Fin resolution rate, and CX Score.
As your support volume grows, it becomes harder to keep track of what’s changing and why. Trends helps you stay on top of shifts in your support data, so you can spot issues early, understand what’s driving them, and take action with confidence.
Prerequisites
To generate meaningful insights, you should complete the steps below.
- Launch Fin course: Complete the Launch Fin course to guide you through deployment and understand how Trends connects to Fin’s overall performance.
- Deploy Fin: Ensure Fin is live and handling real customer conversations so Trends can generate insights from real data.
- Conversation data maturity: Allow enough time for conversations to accumulate so Trends can detect meaningful patterns and shifts.
- Pro add-on: Enable the Pro add-on to access Trends and other AI-driven insights.
Video transcript
In all of that conversation data, how do you actually spot issues before they turn into real problems? Usually, it involves a lot of manual digging, searching for patterns, and trying to piece together what's going on. That's why we built Trends. Trends shows you meaningful changes in conversation volume and performance from sudden anomalies that signal something needs fixing to more gradual shifts that help you plan and prioritize. And it's not just charts and numbers. It explains and in plain language what changed and why, so you can decide what you want to do next and spend less time digging, more time fixing. You stay in control. Filter by the metrics that matter most so your weekly view always reflects your priorities and easily switch between anomalies and trends so you can react fast to new problems and get a handle on more gradual changes. Trends help you translate your support data into real action, so you stay on top of what's changing, but without the grind.
Trends gives you a clear, curated view of what’s changing in your support data each week. Instead of manually digging through reports or topics, it highlights the most important shifts in conversation volume, Fin’s resolution rate, and CX Score, so you can quickly understand where things are improving or breaking down.
For each shift, Trends provides a plain-language explanation of what changed and why, backed by real customer conversations. This helps you move from insight to action faster, whether that means updating content, refining guidance, investigating product issues, or prioritizing new automation. It turns raw support data into a focused list of actions you can take to improve performance.
