Trust Metrics
Trust Metrics for customer support.
Trust Metrics for customer support.
Trust Metrics for customer support.
With Fini, you improve the metrics that matter most: resolution and accuracy.
Why Trust Metrics Matter?
Why Trust Metrics Matter?
We were tracking typical bot metrics - containment, response time, etc., but something felt off. Customers were still writing back. Frustrated. Confused. Unheard. What changed with Fini was trust. Their AI doesn't just answer quickly, it understands nuance, escalates when needed, and speaks like our brand. That’s why we’ve shifted to measuring things like resolution accuracy, CSAT from AI, and tone adherence. And those numbers? They’re up. Way up.
Lori McCool
CX Lead - Columntax
Customer satisfaction plummets
Frustrated users lose trust in your brand
Support costs increase
Angry customers require more expensive recovery efforts
Revenue impact
Poor experiences drive customers to competitors
Agent burden grows
Human agents spend time fixing AI mistakes instead of adding value
“It’s hard to believe we have automated more than 90% of our support queries in the first three months with Fini. Earlier this year, we evaluated six AI tools with three key focus areas in mind: enhancing customer experience, achieving high automation rates for complex inquiries, and automating the creation of new content. Fini is unique in it’s ability to achieve all three. It’s a complete no-brainer for any business”
Lori McCool
CX Lead - Columntax
Customer satisfaction plummets
Frustrated users lose trust in your brand
Customer satisfaction plummets
Frustrated users lose trust in your brand
Support costs increase
Angry customers require more expensive recovery efforts
Support costs increase
Angry customers require more expensive recovery efforts
Revenue impact
Poor experiences drive customers to competitors
Revenue impact
Poor experiences drive customers to competitors
Agent burden grows
Human agents spend time fixing AI mistakes instead of adding value
Agent burden grows
Human agents spend time fixing AI mistakes instead of adding value
“It’s hard to believe we have automated more than 90% of our support queries in the first three months with Fini. Earlier this year, we evaluated six AI tools with three key focus areas in mind: enhancing customer experience, achieving high automation rates for complex inquiries, and automating the creation of new content. Fini is unique in it’s ability to achieve all three. It’s a complete no-brainer for any business”
Lori McCool
CX Lead - Columntax
Customer satisfaction plummets
Frustrated users lose trust in your brand
Support costs increase
Angry customers require more expensive recovery efforts
Revenue impact
Poor experiences drive customers to competitors
Agent burden grows
Human agents spend time fixing AI mistakes instead of adding value
7
Trust Metrics
Trust Metrics
Fini is evaluated on seven key trust metrics that go beyond speed and volume, focusing on accuracy, compliance, and customer satisfaction.
Fini is evaluated on seven key trust metrics that go beyond speed and volume, focusing on accuracy, compliance, and customer satisfaction.
Metric
Fini Benchmark
% of AI chats where the customer's problem was actually solved, with accuracy measured through human review of conversations.
01
Resolution Accuracy
99% accuracy
% of AI chats where the customer's problem was actually solved, with accuracy measured through human review of conversations.
01
Resolution Accuracy
% of cases where the AI knew it shouldn’t answer, and escalated smartly to a human without frustrating the user.
02
Escalation Intelligence
High precision
% of cases where the AI knew it shouldn’t answer, and escalated smartly to a human without frustrating the user.
02
Escalation Intelligence
How customer satisfaction from AI support compares to human agent support, especially in sensitive workflows.
03
CSAT Delta vs. Human
+10% CSAT Uplift
How customer satisfaction from AI support compares to human agent support, especially in sensitive workflows.
03
CSAT Delta vs. Human
% of AI responses that follow your company rules: no unauthorized refunds and no risky replies.
04
Policy & Guardrails Adherence
99.8% compliance
% of AI responses that follow your company rules: no unauthorized refunds and no risky replies.
04
Policy & Guardrails Adherence
% of answers that fully respond to the customer’s question using all relevant knowledge, with no key info missed.
05
Completeness Score
99% questions answered
% of answers that fully respond to the customer’s question using all relevant knowledge, with no key info missed.
05
Completeness Score
How often the AI uses the right tone, formatting, and brand voice - friendly, clear, and emotionally intelligent.
05
Tone & Empathy Adherence
99.3% consistency across brands
How often the AI uses the right tone, formatting, and brand voice - friendly, clear, and emotionally intelligent.
05
Tone & Empathy Adherence
% of chats where user emotion improves during the conversation - from upset or confused to satisfied and calm.
07
Sentiment Shift
80% Positive Shift
% of chats where user emotion improves during the conversation - from upset or confused to satisfied and calm.
07
Sentiment Shift
What is the real difference between deflection rate and resolution rate?
What is the real difference between deflection rate and resolution rate?
What is the real difference between deflection rate and resolution rate?
Resolution rate counts conversations where the customer problem was actually solved; deflection rate counts every conversation that did not reach a human, including ones where the customer gave up or is still waiting, which is why a high deflection rate can sit next to customers who email you anyway. Fini reports resolution: a 90% resolution rate at 99% accuracy, with accuracy measured through human review of conversations, across 3M+ monthly resolutions. To keep policy answers from drifting, every answer traces to one cited source article and each reply is checked against your guardrails before it is sent, and when the agent cannot resolve a request it escalates to a human with the full context.
Resolution rate counts conversations where the customer problem was actually solved; deflection rate counts every conversation that did not reach a human, including ones where the customer gave up or is still waiting, which is why a high deflection rate can sit next to customers who email you anyway. Fini reports resolution: a 90% resolution rate at 99% accuracy, with accuracy measured through human review of conversations, across 3M+ monthly resolutions. To keep policy answers from drifting, every answer traces to one cited source article and each reply is checked against your guardrails before it is sent, and when the agent cannot resolve a request it escalates to a human with the full context.
Overall Performance
Overall Performance
The Performance Gap: How Fini Outpaces Legacy AI in Real Support Conversations
The Performance Gap: How Fini Outpaces Legacy AI in Real Support Conversations
Fini
80%
Intercom Fin
60%
Zendesk AI
30%
Salesforce AI
40%
Ada
50%
*This analysis is based on an empirical analysis of over 3,000 real-life customer support tickets, evaluated through a standardized testing framework that applied identical scenarios across Fini and its competitors.
