Fini

• Resolving card, payment, refund and billing questions for a fintech on Intercom or Zendesk, with Fini checking live account data and policy before acting
• Handling dispute and fraud-claim intake, KYC status questions and MFA or password resets with escalation to a human for anything outside policy
• Answering a refund request from a customer's personal AI agent the same way however many times it is reworded, and offering what the policy allows instead
• Taking inbound support calls on an existing number with the same rules and knowledge as chat and email, and transferring to a phone queue when needed
• Running a new agent in shadow mode on real tickets, reviewing the AI Steps trace in Inbox and adding Test Suite cases before switching to direct replies
• Keeping a help center current by turning resolved conversations into draft articles that a reviewer approves

Fini's case rests on predictability. Decisions that move money come from written rules, live account data and deterministic workflows rather than from whatever passage a search returns, and every reply leaves a trace an auditor can follow. That matters most for fintech, insurance and healthcare teams, and it is also the logic behind Agent Handshake: a personal agent that rewords a refund request fifty times should hit the same rule each time. Treat Agent Handshake as young, though. It launched in October 2026, detection is behavioral, and the real test is a pilot with your own refund and cancellation policies, which Fini itself recommends. The 90% resolution at 99% accuracy figure is Fini's stated benchmark, not a guarantee, and results depend on how well your rules and APIs are prepared. Check channel coverage early: teams that rely on WhatsApp, SMS or outbound calls will need something else alongside it.

About Fini

Fini sits as an AI layer between customers and a support team. It connects to an existing help desk by OAuth (Zendesk, Intercom, HubSpot, Gorgias, Front, LiveChat, Microsoft 365 shared mailboxes, and Salesforce Service Cloud email cases have dedicated setup guides) or runs on its own channels: an embeddable chat widget for web, in-app and mobile, a Fini-hosted email channel, an AI help center, Slack, Facebook Pages and Messenger, and inbound phone calls. Each message passes through Reply Rules, a planning step, customer Attributes pulled live from your systems, then either a deterministic Rulebook workflow (behavior trees whose Tool nodes call your APIs, so the same inputs take the same path every time) or an answer from approved Articles, and finally Guardrails that check the reply for banned terms, confidential fields, unapproved links and plain-language rules. Fini does not chunk documents or use embeddings; it reasons over a curated knowledge graph that content only enters after review, and a background pass drafts fixes for knowledge gaps and conflicts that still need human approval before publishing. Every reply gets an AI Steps trace showing the rule that ran, the knowledge used and the guardrail verdicts, and a Test Suite and shadow mode (internal notes only) let teams check changes before customers see them. The newest capability, Agent Handshake (announced October 27, 2026), targets a new kind of traffic: personal AI agents such as Meta's Muse, Google's Call for Me and OpenAI's Dots contacting support for their owners and rewording a refund request until the answer changes. Because Fini decides from intent, account data and written rules rather than document search, it aims to give the same decision however the request is worded, flags conversations that look agent-driven, stops repeating a final answer, and lets you require customer or human approval for anything that moves money. The company states SOC 2 Type II, ISO 27001:2022, PCI DSS Level 1, HIPAA (BAA-eligible), GDPR and CCPA, US or EU data residency, and no training of foundation models on customer data. Pricing is published per resolved ticket ($0.89, $0.69 or $0.49 depending on plan), with voice billed per answered call. The tradeoffs: every plan starts through Fini's sales team rather than self-serve sign-up and rollout takes roughly 30 days by Fini's own timeline, Agent Handshake is switched on per account through a call, personal-agent detection is behavioral rather than verified, WhatsApp and SMS are not among the documented channels, and Fini does not say which LLMs answer a given reply.