Week one with Fin
Structure your first week after launch to monitor performance and start improving Fin's resolution rate.
Fin is live, and that’s a big milestone. Now it’s time to slow down, observe how Fin is performing, and identify what to improve next.
Let’s take a look at how an ideal first week after launch can be structured, especially in the context of deploying Fin to handle your FAQs.
This lesson is part of the Launch Fin course.
Prerequisites
Before starting your week one rhythm:
- Fin is live: Fin should be deployed and actively responding to customers on at least one channel.
Learn how to get Fin live in the Launch Fin course.
Video transcript
Fin's live, and at this point, you wanna know two things. How did it perform and what should you improve next? Sure. We can look at the performance funnel, follow the path to where Fin had to escalate and review each conversation manually. But doing that isn't scalable. Instead, we should take a step back and slow down. The first few days should be spent observing and letting patterns emerge. And the first thing we should focus on is resolution rates, which we can find in the performance dashboard. This metric is directly related to the quality and coverage of the content you have. So the more gaps you can close, the better Fin's resolution will be. And the best part is the Optimize dashboard tells us exactly what these content gaps are, so we don't have to manually figure out what's missing. Here's an example. We can see that we're getting a lot of questions about our return policy. This is Fin basically telling us that "Hey! I'm missing some content here." And not only that, but Fin also suggests what changes we should make to fix this, which we can review or enable for right away. So next time customers ask about returns, Fin can resolve more of these conversations on its own. So we've made the improvements. Now we wait for more meaningful conversations to come in. And depending on your volume, that could be somewhere between a few days or about a week. Then we'll go back to Performance and look at resolution rate again. If it's improved, that's a great signal that your change has worked. And if not, still a great signal to go back to Optimize and investigate further. And that's your rhythm for week one. Check resolution, improve content, let it run, and recheck. And you keep repeating that loop until you see the improvement that you want. And that's how we go from we're live to we're improving. If you want to improve CX Score or increase involvement rate next, we've outlined simple steps to take in the text part of this lesson.
What each performance metric tells you, and how to improve it
Each of these metrics tells you something different about how Fin is performing, and each one improves with different actions. Use this as a guide to understand what you’re seeing and how to improve it next.
| Metric | What it tells you | How to improve it |
|---|---|---|
| Resolution Rate (RR) | The % of conversations Fin resolves without escalating | Improve content quality and coverage. Action: Use Recommendations to identify content gaps and apply suggested improvements. Clarify vague articles, close missing FAQs, and refine overly broad escalation rules. |
| Involvement Rate (IR) | The % of conversations Fin participates in | Expand Fin’s scope intentionally. Action: Deploy Fin to more audiences, topics, or channels, and ensure it is correctly positioned in workflows so it has the opportunity to respond. |
| CX Score | How customers feel about their experience with Fin | Refine Fin’s behavior and handoff style. Action: Adjust Guidance, refine tone and communication style, and review escalations. Use Negative CX Score reasons to identify recurring friction points. |
You may also see a metric called Automation Rate in the Performance tab. This reflects the percentage of total conversations that Fin fully resolves without human involvement.
It’s driven by both Involvement Rate and Resolution Rate, so improving those directly increases your overall automation impact. Read more here.
Note: For a deeper understanding of how these metrics are calculated, how they interact, and how to interpret trends over time, read this article on how to monitor Fin’s performance with clarity and confidence.
Your week one rhythm
Right now, Fin is deployed mainly to answer FAQs. So the fastest metric you can influence is Resolution Rate, because it’s directly driven by the quality and coverage of your content.
In week one, focus there first by following this cadence:
- Check Resolution Rate in the Performance dashboard
- Close content gaps in Recommendations
- Wait for more meaningful conversations to come in
- Recheck Resolution Rate again
An improvement in Resolution Rate signals that your changes helped Fin resolve more questions. If not, that’s still valuable. It tells you where to investigate next.
Continuous improvement
Going live is an exciting milestone, but improvement doesn’t stop after launch.
From now on, you’ll follow a continuous optimization rhythm to ensure Fin improves each week. This ongoing cycle, often referred to as the Fin Flywheel, drives long-term gains in resolution, efficiency, and customer experience.
If you want to go deeper into analyzing trends and building a sustainable optimization practice, explore the Analyze collection in the Help Center.
