Transcript

So there are three things you really need to know about Success. So number one, it's proactive. So it will start the conversation with your customers, it will interact with them itself. #2 it's outcome-driven. So based on your goals for your business, your goals for your customer, it will strive to achieve them for you and it will do that over any time horizon. And 3rd it adapts to each customer so it will handle whatever comes up in the conversation. And we've been working with a bunch of customers on this, and there are some really interesting ways in which Fin can now do Success. So here are a few examples. I'm sure it will give some ideas for you how this could work for you. So first, driving feature adoption. So Fin can now introduce customers to features they haven't used, explain why they're useful, help them start using them. It could do things like create an onboarding plan for customers and help them work through that. It can reach out to customers who maybe their usage has dropped and help them get started again. It can identify signs that customers may churn and kind of re-engage them, help them address that problem and also identify growth opportunities. So are there signals that Fin sees that helps drive upsell cross sell. These are just a few examples that, you know, see the demos today. Maybe they'll be some more that you can think of for your business. So what we're going to do is actually give one example, which is the feature adoption example and really show you how success works. So we'll dive into a demo and everything starts with Operator. We actually have a feature adoption strategy written out and we just drop a PDF into Operator and Operator starts training Fin on our feature adoption strategy. We give it a short prompt and it starts working. Now Operator is telling Fin how to set up this feature adoption strategy for us. And what it's done is it's said, OK, here's the outcome, we wanna drive. Here are the things we want Fin to do in terms of proactive outreach and follow up, and here are the priority features that we actually want to promote and associate content and context with those features. So in a few seconds, we're basically set up. We can do a little edit here. We're gonna say, actually we want Fin's follow-up nudge to be 7 days instead of three. We're just gonna edit that. So in basically 40 seconds, we've set up and trained Fin on our feature adoption strategy. So now let's take a look at what that actually means with an example of the customer experience and what that looks like. So imagine for a moment this is a example company, They're called Tapedeck. They make video editing software. And what they want to do is they want to promote a feature for called AI cleanup. It basically removes like filler words and mistakes in video edits. And what we want to do is promote that feature inside of Tapedeck's UI. So what will happen is we set up that feature adoption. Fin will reach out proactively. And we go in and we have this brand new form factor designed flexibly for this experience in the Tapedeck UI and it's started to educate the customer on the feature. What does it do? It shares a video to learn about the feature. The customer asks a question, is this going to affect sound Fin's a very capable agent. It continues to respond as and when needed and converse with the customer. But it always has in mind that goal of like how do I drive adoption of AI clean up here? So the the user's trying that feature, that's great. So we kind of got to the goal for this individual customer and we can do things like connect this to product insights tools, we can track how Fin's going to adapt to that goal. And this is just one conversation with one customer. Actually, Fin for Success works across any customer, any conversation, over anytime horizon. So that's just one example of the power of Fin for Success to drive feature adoption. Super, super exciting. Yeah. There's there's two things I'd love to highlight to people here. 1 is like this is like, you know, a small example of the many things you can do like you're scratching the surface, but the new form factor means you can do things like embed videos, right. So you like product tours or tutorials and things like that and in the side panel it means that it's collaborative so actually Fin will keep talking to the customer and work them through problems and engagement as they use the product. So it's just really cool and the other thing is, you know with everything we do, we don't believe that you should need IT or engineering resources to do anything in Fin or Operator or Intercom. You should always be able to do it yourself. We've designed our product like this from the very beginning. We care deeply about it and that's why it's so easy to do it you just need your strategy written in a doc uploaded to thin and then just converse and collaborate with Fin. We're trying to make this stuff as easy as possible every time and we've loads of customers on the beta here. They're they're they're seeing tremendous results already. You know, Jared at Culture Amp, and you know a great partner of us just buying into the vision of Fin working across the customer journey. Fin being proactive when it should be, not being proactive when it doesn't need to be so tons and tons of great stuff.