Three things to communicate early and often during an AI rollout

Bringing AI into your support organization will transform the day-to-day jobs of everyone in it, both support reps and managers. For those who have spent years honing their expertise, there’s potential for it to feel destabilizing. And left alone with that feeling, they can disengage or resist the tools meant to help them.

The solution is to communicate what’s happening with your teams early and often, making people feel like active participants in the change rather than spectators watching it happen to them.

Bobby Stapleton, our Senior Director of Human Support, wrote a piece about how to have those conversations.

Here are the three things you need to communicate:

1. What happens to the extra capacity AI frees up

AI taking on more work can leave people wondering what will be left for them. Be direct about how much capacity you think AI will free up, and what you plan to use it for. At Fin, one of the things we did was open up new channels, like video calls. And if extra capacity leads to being overstaffed, be honest about that too – like whether the plan is to hold headcount flat and not backfill through attrition, or reduce what you spend on outsourced support.

You might not have all the details yet, but an open conversation about what you do and don't know is still helpful. Otherwise, people will fill in the blanks themselves.

2. How the support job itself is changing

Nobody likes being told their job is changing beyond their control, and people who help shape that change show up differently than people who just have it handed to them.

AI will take on the majority of queue work, so support reps move to the hardest outlier queries and to managing the AI system itself. Design your Agent deployment so your teams can help build it, and show them what they'll be doing day to day: QAing, shaping the customer journey, and figuring out the handoff from Agent to human.

Managers become "player-coaches," a hybrid role that’s part strategist and part operator. They need to roll up their sleeves to analyze the Agent's performance, refine content, and debug handoffs, and also coach their team through a new way of working.

Make the change a shared goal. Rally people to dig into the queries the Agent couldn't resolve and find fixes. Create lunch-and-learns or hack nights where reps demonstrate what they built. Peer-to-peer proof is more convincing than leadership saying the same thing.

3. What's expected of teams going forward

Be explicit about expectations so nobody has to guess. 

• What you're asking of reps: They need to be technically fluent, having a working grasp of the more technical parts of what they support. They also need to get comfortable with ambiguity. With no documentation to go on, the job becomes pinpointing the problem and chasing down the answer.
• What you're asking of managers: They need to stay close to the work, because when someone says the work is now "too hard," there can be some truth in that. The alternative is that people are resisting adoption of new tools or ways of working, and managers need to be able to tell the difference. Managers should encourage people to try the tools, make AI literacy and usage an expectation, and keep emphasizing why the Agent's performance matters to the whole team.

Change is destabilizing if people don't feel part of it. Involve your teams, recognize them when they're practicing the right behaviors, tell them what you do and don't know, and tell them often.

Fin in person

Dreamforce 2026

We were at Dreamforce this week, where we were officially welcomed into Salesforce by Marc Benioff in the Dreamforce Main Keynote. 

Des Traynor, our Co-founder and Chief Strategy Officer, took to the stage for the SMB & Startup keynote to showcase the level of complexity Fin can deal with in a live demo of Fin Voice.  

He also shared the stories behind two of our customers – Anthropic, an AI company that could have built its own Agent but chose Fin instead, and Kalshi, who achieved a 69% resolution rate within days of going live, just before Super Bowl LX drove support volume to record highs.

We had an overflowing room for Paul Adams, our Chief Product Officer, who ran a session on our core beliefs as the leading AI Customer Agent, and the massive changes coming to every CX leader.

Over 150 CX leaders joined our SVP of Success Junan Pang and VP of Product Brian Donohue as they took over Harlan Records for the evening.

They sat down with Assaf Barnir, Head of Global Support at Sentry, to get specific about what's working in AI for CX. 

Brian also joined Jordan Neill, our COO, to show how customers get past 90% resolution rates with Fin, while demoing some of our recent big product launches, like Operator, Fin Voice, and Evals and Releases.

Meanwhile, Archana Agrawal, our President, closed out our sessions at Dreamforce with a look at how leadership needs to adapt to run efficient blended human and Agent teams.

Webinar: What end users really think about AI support

Right now, most businesses are earning trust in AI by accident. It should be earned on purpose. 

For the 2026 AI Sentiment Report, we surveyed 1,000+ end users to understand how they feel about AI, how capable they think it is, and how much they trust it. A big takeaway from the research is that trust in AI is still conditional, but it isn't fixed. It can be earned, and the levers to do it are all within your control: proof, complexity, accountability, flexibility, and channels.

Join Ruth O'Brien, Senior Director, AI Support at Fin, Caitlin McCurrie, Director of Research at Fin, Simon Millichip, Senior Vice President, Customer & Risk Operations at ZayZoon, and Sneha Raghavan, Lead, Data Products at Pendo to unpack the report findings.

What you'll learn:

• Seeing is believing. Positive sentiment jumps from 49% to 74% the moment people watch an AI Agent resolve a real query.
• Routine yes, complex not yet. 54% trust AI with simple, everyday queries but hold back on complex ones – although “complex” can mean different things.
• Transparency builds trust. People said an easy path to a human and being told up front they're talking to AI would make them feel more comfortable trusting it. 
• Trust varies from channel to channel. Chat earns the most confidence; social media the least.

Join us virtually on September 23rd at 9am PT. Register here.

Aaron Levie is coming to Pioneer

We’re delighted to be joined by one of the most influential voices on AI transformation, Aaron Levie.

Aaron is an entrepreneur, investor, Co-Founder and CEO of Box.

He’ll join Eoghan McCabe, our Co-founder and CEO, for a fireside chat on leading their companies through the biggest technology shift in history. They’ll get into the key decision points in their journeys, the challenges they faced and how they navigated through them.

Join us on October 7th in San Francisco, or attend virtually. Register here.