Fin

Fin 4 brings major upgrades to every part of the Fin system: a more capable Customer Agent, a more powerful Operator, and new ways for Fin to work with your team.

AI capability accelerated sharply in 2026, and we’re seeing three big changes in Agent capability. Agents are getting more autonomous, more proactive, and more directive.

The path to a fully agentic customer experience – 90-95% of customer communication without a human, at any size of business – is now clear. It’s a matter of when, not if, and the last barrier will be organizational rather than technological.

Read the full announcement via the link in the replies.

Meet Fin Apex 2.0.

Yesterday, we announced the launch of Apex 2.0 – the next generation of our flagship answer-generation model.

Built using @NVIDIA Nemotron 3 Super as a base, Apex 2.0 showcases an increase across major success metrics, including most significantly, a more than 8% increase to hard resolutions. It also improves on accuracy and customer satisfaction compared to our previous version.

Discover more about Apex 2.0 in our latest article: fin.ai/blog/announcin…

Yesterday, we hosted Pioneer 2026 – our third annual summit for CX leaders operating at the frontier.

Live from San Francisco, we announced Fin 4, bringing major upgrades to every part of the Fin system – a more capable Customer Agent, a more powerful Operator, and new ways for Fin to work with your team.

We heard from some of the most forward-thinking CX leaders from many of the world’s fastest growing companies, while showcasing more of our products in person, including hands-on demos at Fin Labs and in our Fin Voice booths.

To watch all of Pioneer, visit the Pioneer link in the replies. To find out more about Fin 4, visit the Fin 4 link in the replies.

We’re pleased to announce the launch of our 2.0 series of Fin Apex models!

We think these are the best models for customer service.
They are incredibly fast and efficient to run, but even beyond that, we’re seeing an increasing, not shrinking, performance gap between our specialised models, and the general frontier.

We recently did a backtest against Astra, an amazing general model, and you’d expect overkill for customer service - but it still underperforms Apex on our particular tasks.
So, at least in our experience, there’s still a lot of room for domain specific customisation.

We try to give some flavour of the sort of tradeoffs necessary to achieve this performance in the launch post:

fin.ai/blog/announcin…

Aaron Levie on incumbents vs disruptors and where AI is an advantage.

Watch the full Fin Fireside with @eoghan CEO and Co-Founder at Fin and @levie, Entrepreneur, Investor and CEO and Co-Founder of @Box, at pioneer.fin.ai

If a role had access to 100x more information than it currently has, how would it operate differently?

@levie, Entrepreneur, Investor and CEO and Co-founder of @Box discusses organizational reinvention, as he looks towards the future, and all that comes with continuous technological change.

Watch the full session at pioneer.fin.ai

When it comes to customer phone support, customers have spent years being conditioned to beat the machine to get through to talk to someone.

Rati Zvirawa, Senior Director of AI Product Management at Fin, shares how that's completely changed.

Watch the full session at pioneer.fin.ai

Sounding human was never the bar.

AI can be warm, quick to respond and have perfect vocal inflection, but still fail in that moment when you need help.

In scenarios where someone needs immediate assistance, like being trapped in a car park, Fin Voice proves how powerful it can be.

Watch the full session at pioneer.fin.ai

We're over halfway through Pioneer 2026.

This morning, we announced Fin 4 and heard from leaders from @GammaApp, @teachable, @nuuly and @AppFolio, on how they've changed the way they approach complex CX processes.

We've just wrapped up 'The state of transformation' panel with @AnthropicAI, @salesforce and @clay, and 'We shape our tools and thereafter our tools shape us' with @destraynor, our CSO and Co-Founder.

Up next are our final Blueprint sessions of the day and of course our Fireside chat with @eoghan, our CEO and Co-founder and @levie, Entrepreneur, Investor and CEO and Co-founder of @Box.

Watch along at Pioneer.fin.ai and it's not to late to register to catch all the sessions on demand.

George Dilthey, Head of Support at @clay , talks about the interesting new challenges support teams face with the increase in customers' personal Agents—including persistent refund requests and the need for different policies.

Watch the full conversation at pioneer.fin.ai

Integrating new technology at scale with a company the size of Salesforce brings its own challenges.

@salesforce leans hard into iteration. Emily Winslow, Senior Director of AI Product, Customer Success at Salesforce, explains how they approach it when they roll out new technology like Fin.

Watch the full session at pioneer.fin.ai

As an incredibly young yet major company, @AnthropicAI is building as they go.

This actually allows them to be flexible given the landscape changes so fast. That's why a product like Fin works so well for a team working in two-week sprint cycles and with very few fully established processes.

Watch the full conversation at Pioneer.fin.ai

The post-AI mindset when it comes to evolving your company.

Watch @destraynor's session, "We shape our tools and thereafter our tools shape us" in full at pioneer.fin.ai

Des Traynor's thoughts on the impact of consumer agents in 2027, and the reality for CX teams as a result.

Watch @destraynor's session, "We shape our tools and thereafter our tools shape us" in full at pioneer.fin.ai

Everyone knows how to use a calculator.

Not everyone is a proficient power user of Excel.

That's because the people who know what they want, and the people who know how to do it, have always been two different, very unequal groups.

Having chat as the UI closes that gap entirely. For the first time, everyone who knows what they want can actually do it, in every product they use.

Watch the full session at Pioneer.fin.ai

Every new major technology wave sparks the same fear.

If, in theory, all of this AI-meets-robotics plays out, what actually will change?

Live from Pioneer in San Francisco, Des Traynor, Chief Strategy Officer and Co-founder at Fin, shares his take.

Watch @destraynor's session "We shape our tools and thereafter our tools shape us" in full at pioneer.fin.ai

Jessica Lozoya from @AppFolio shares her key learnings when automating complex processes.

Name your blockers precisely and be very clear on your asks. This will help gain trust and get access to what you need.

Watch the full session: How @nuuly & @AppFolio automated their most complex processes at pioneer.fin.ai

Volume doesn't tell the whole story.

At Pioneer 2026, Jessica Lozoya, Senior Manager of Content Experience Design at @AppFolio, shares her key takeaways on what to think about when automating your complex CX processes.

Watch the full conversation at pioneer.fin.ai

There is never a perfect time to start your CX transformation.

Natalie Hurst, Sr. Director of Customer Success at @nuuly, shares her advice on how to approach automating your CX team's most complex processes.

Watch the full conversation at pioneer.fin.ai

Operator just knows.

Alannah Carroll, AI Support Engineer at @GammaApp, handed Operator one giant troubleshooting doc, and it turned that into a Procedure that walks customers through the issues step by step.

To watch the full conversation at Pioneer, visit pioneer.fin.ai