Fin

Join us next week, on October 28, for our next Blueprint roundtable. We'll sit down with Victoria Lowney (Deubler), VP Customer Support at Inside Real Estate, and Alex Rivas Jr., Manager of Knowledge and Instructional Content at HoneyBook to discuss what it takes to lead a B2B support team through AI transformation. You’ll hear how they launched, how their teams and roles changed as they scaled, where they think support is heading next, and 15 minutes of Q&A where they’ll answer your questions. Register to attend, and submit your questions at the link below.

Each day this week we’re breaking down the Fin 4 announcement from Pioneer: Day 2 – Fin Skills. Skills let Fin resolve customer problems when there isn’t a clear or defined path to follow, like diagnosing email delivery issues or investigating failed payments. Each Skill gives Fin tools, natural-language instructions, and guardrails, then Fin works out the right approach, asks follow-up questions, and adapts based on what it learns. You can create, edit, and test Skills using Operator – just ask Operator to create a Skill and describe the goal you want it to achieve. Here’s Tom showing Fin Skills for troubleshooting ambiguous issues with emails.

The ability to speak freely and be understood – that’s the position we are now in thanks to Fin Voice. Watch Ratidzo Zvirawa’s full session on p i o n e e r . f i n . a i

At Pioneer we announced Fin 4, and every day this week we're diving into a different part of it, starting today with Fin for Success. Fin for Success extends Fin as a Customer Agent across even more of the customer lifecycle. It helps customers onboard, achieve their first win, and use more of your product, more deeply. Watch Tom show how easy it is to set up a feature adoption strategy in under a minute.

At our recent CX Architects careers roundtable, Amy Harvey, Chief Customer Experience Officer at TrueCommerce, shared that she built her entire CX automation team from inside support. Every person in the newly created role came from the existing team. Support teams already have the knowledge of which help center articles are likely out of date, which policies carry unwritten exceptions, how customers describe a problem when they're frustrated. For TrueCommerce, the roles came out of the work rather than ahead of it, and she told us she’s hearing the same story from peers across the industry. You can watch the full conversation at the link in the comments.

The post-AI mindset when it comes to evolving your company. Watch Des Traynor's full session on p i o n e e r . f i n . a i

Aaron Levie has run Box for 21 years. Eoghan McCabe founded Intercom in 2011 and now leads Fin. Having lived through global shifts like cloud, mobile, crypto, COVID, and recessions, at Pioneer 2026 they sat down for a conversation on leading through the AI transformation. They talk about how AI breaks every analogy we’ve tried to give it, why it fundamentally reshapes how you build software and deliver customer service, the fascinating advantages it delivers for both incumbents and disruptors, and more. With 36 years of experience building software companies between them, it's worth watching the full 45min conversation. Watch every session from Pioneer 2026 at the link below ↓

Who's accountable if your AI Agent gets something wrong? That's what your customers want to know. They're looking for reassurance that it's accountable for its answers, decisions, or mistakes, and that a human teammate can easily take over if needed. Transparency builds trust, so make it clear that your Agent is closely monitored and held to the same standards as human reps. To learn more about how to build people's trust in AI Agents, read the full 2026 AI Sentiment Report at the link below.

Last week at Pioneer, Des Traynor spoke about what AI is doing to software, and how we shape our tools, and then our tools end up shaping us. Software has always forced a choice: do you make the tool simple enough for anyone to start, or powerful enough to actually be worth using? Now, with AI you just say what you want, like "fix my worst-performing CSAT queries", and it works out the rest. No menus, training, or learning where things live. What changes after that is roles, then org charts, then entire companies. Watch Des’s full keynote, and every session from Pioneer 2026 at the link below ↓

We believe perfect customer experiences are now possible. At Pioneer, we shared how we’re making that happen, together with CX leaders operating at the frontier, from some of the fastest growing companies in the world. Watch all the Pioneer sessions at p i o n e e r . f i n . a i