Fini

BACKGROUND

Introduce your business and what you do there.

The U.S. Chamber of Commerce is the largest business federation in the U.S., representing companies of all sizes and sectors to advocate for pro-business policies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fini?

We were getting overwhelmed with repetitive member inquiries—questions about policy changes, event logistics, and membership benefits. Our team was spending too much time on things that could be automated. We explored a few chatbot options, but most just regurgitated help articles. What stood out about Fini was that it could actually do things—like pull data from our CRM, guide members through eligibility steps, and escalate sensitive questions when needed.

SOLUTION

What was the scope of their involvement?

Fini’s scope of work for our project focused on automating member support and improving response quality across key inbound channels. Here’s what they delivered:

• AI Support Agent Setup: Trained on our help center content, internal policy documents, and CRM data to ensure accurate, compliant responses.
• Actionable AI Workflows: The agent was able to do things—like check membership status, guide users through event registration, and escalate complex inquiries with full context.
• CRM + Email Integration: Fini integrated directly with our existing tools, enabling seamless handoff between AI and an agent when needed.
• Analytics Dashboard: Gave us real-time visibility into what questions were being asked, what was automated, and where the AI needed retraining.

What is the team composition?

We worked with 3 teammates from Fini.

How did you come to work with Fini?

We found Fini on Reddit. We chose Fini over other options we considered because Fini’s AI agent respected organizational rules, only sharing verified, up-to-date information, which was critical for a public-facing institution handling sensitive guidance. Additionally, it integrated with our internal systems, connecting to CRMs and knowledge bases, reducing the manual workload for staff while maintaining compliance and traceability.

What is the status of this engagement?

We started working together in May 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Since adopting Fini, we’ve automated a huge chunk of our inbound volume without sacrificing accuracy or control. It's freed up our team to focus on what matters most: serving our members better. We not only met our goals; we exceeded them. Our main objective was to reduce the volume of repetitive member inquiries while maintaining a high standard of response quality. With Fini, we automated over 75% of routine questions across membership, events, and policy updates—without sacrificing accuracy or trust.

The AI handled real tasks, not just answers—like checking membership status or routing complex issues with full context. That freed up our team to focus on more strategic work and improved member satisfaction in the process. Fini didn’t just save us time; it elevated the entire support experience.

In terms of measurable outcomes, 78% of inbound member questions were fully resolved by Fini, and we saw a 40% reduction in average response time across channels and a 30% reduction in escalations to our internal team. Fini’s analytics helped us go beyond anecdotal wins; we had data to back up what was working.

One key insight was which topics drove the most automation. For example, membership verification and event registration had over 90% automation rates, while policy-related questions were more likely to escalate. That helped us prioritize where to expand training. We also saw confidence scores tied to CSAT, which validated that when the AI was confident, members were more satisfied—giving us a clear path to improve coverage without risking trust.

Another powerful insight was real-time knowledge gaps. Fini flagged when users were asking questions the bot couldn’t handle, allowing us to update the knowledge base and close those gaps fast.

How did Fini address the challenges that arose?

Fini was a true partner in navigating the early hurdles. To address accuracy, their team worked closely with us to train the AI on our internal documents—not just public FAQs. They also set up a supervised feedback loop so we could fine-tune answers quickly whenever something was off.

On the policy side, they helped us define clear guardrails: what the AI could say, when it should ask for clarification, and when to escalate to an agent. That gave us peace of mind, especially for sensitive or high-stakes topics. And for internal adoption, Fini shared usage dashboards and live examples of resolved queries. Seeing the AI handle real tickets confidently helped our team get on board—and trust the system fast.

How did the Fini team perform?

Fini’s project management was great; they always delivered on time and responded well to our needs.

What did you find most impressive about them?

What impressed us most about working with Fini was how action-oriented their AI agent was. We also appreciated how fast and collaborative their team was. Anytime we hit a roadblock—whether it was training the bot on new content or adjusting escalation rules—they were on it immediately.

The biggest standout was that Fini felt like a partner, not just a vendor. They cared deeply about getting things right and helping us build something that truly served our members.

Are there any areas they could improve?

Overall, the experience with Fini was excellent. But like any ambitious project, there were a few areas for improvement. Early on, we would’ve appreciated a bit more structure around testing. As we made updates to prompts or workflows, we sometimes had to figure out our own QA process before pushing changes live. That’s something Fini started addressing later with a testing suite, which was helpful.

BACKGROUND

Please describe your company and position.

I am the Head of Support Ops of RowTax

Describe what your company does in a single sentence.

Fintech 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Fini to accomplish?

• Automate AI support

SOLUTION

How did you find Fini?

Referral

Why did you select Fini over others?

• High ratings
• Good value for cost

How many teammates from Fini were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Mass support volume on our tax services needed to be automated - they set up a bot very quickly and provided great support throughout

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

95%+ Accuracy

80% Resolution Rate

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Hands on responsive

What was your primary form of communication with Fini?

• In-Person Meeting
• Virtual Meeting

What did you find most impressive or unique about this company?

Extremely high accuracy and coverage / resolution rate

Their exceptional service has been most impressive.

Are there any areas for improvement or something Fini could have done differently?

Not much tbh