Optimize Fin
Optimize Fin is about improving resolution quality and coverage after launch. The exam focuses on reading Fin performance data, finding content gaps, and making targeted changes.
Core rules
- Start with unresolved conversations. Review questions Fin could not resolve or handed off. Group them by intent: missing content, unclear content, policy, account-specific action, or out-of-scope.
- Fix the source, not just the symptom. Update or create Help Center articles, snippets, and internal sources. Remove conflicting or stale pages that compete with the correct answer.
- Use Guidance for boundaries. Add concise instructions for tone, policy, escalation, and prohibited claims. Keep guidance specific; broad instructions create unpredictable behavior.
- Add Procedures/Actions for tasks. If customers need order status, refunds, or account changes, Fin needs a defined procedure and, where required, an integration action.
- Test and segment. Use the Fin tester before publishing changes. Roll out to a limited audience when changing behavior, and compare resolution rate, CSAT, and handoff quality.
Worked example
Fin's resolution rate is 42%. The top unresolved intent is 'reset password' because the article shows an old login screen. The team updates the article, adds a snippet for SSO users, and adds guidance: 'If the customer cannot access email, escalate to Technical.' Retesting 25 questions raises correct resolution; the live rate rises to 55% over three weeks.
Traps
Adding more articles without removing contradictions; treating every handoff as a failure; ignoring wrong-but-confident answers; and overloading Guidance with unrelated rules.