Shannon Magiera runs support at Kalshi with a team of eight. In 2024, they handled 30,000 tickets. In 2025, 115,000. This year, they're projecting over a million tickets.
When response times hit three, four, even five days, there simply wasn't time to help people the way they
For many ecommerce brands, customer support is seen as a cost center, but for Ninja Transfers, it became a revenue driver. By integrating Fin with Shopify, the team extended it beyond support and into the buying journey itself.
Now, one in ten conversations with Fin ends in an
Day 3 closed out Fin Labs New York on a high note.
Paul Adams, CPO at Fin, opened the day with an executive briefing that set the context for everything that followed.
Then Dee Kapila, Rati Zvirawa, and Angel Horowitz from DaySmart led a fireside on where AI agents actually
Most voice AI products are slow because they're stitched together: speech to text, a general model, text back to speech.
Fin Voice 2 is different. Purpose-built for the demands of customer service, with a separate real-time speech layer and a dedicated answer layer.
Built on
Two months ago, we announced Apex 1.0, the world's first proprietary CX model that beat all foundation models on resolution rate, latency, and cost for customer experience use cases. No other company, whether new startup, or incumbent has since released anything comparable.
We’re off and running at Fin Labs New York.
Three days of practical, hands-on sessions on scaling AI in customer experience: automation, performance, team design, and building trust in AI Agents.
Join us and you'll leave with a clear plan for what to test, implement, or scale
@attio replaced their contact form with a conversation, and it changed how they sell.
Instead of routing new visitors to a static form, Attio used Fin for Sales and built a real-time conversational entry point that qualifies prospects, answers complex product questions, and
The sales funnel is fundamentally different from service. You're not resolving a problem. You're engaging with a lead, learning about them, and guiding them to the next stage of a deal.
That required us to rethink the job Fin was doing from the ground up, and build Fin for Sales
At our Operator launch in San Francisco, we made something clear: the Fin platform isn't built just for AI agents; it's built for the humans on your team too.
→ Unified Insights across agents and humans.
→ Unified QA across agents and humans
(There's no other platform where
"We made a conscious decision to become Fin's best reference customer by redesigning our support model entirely around AI."
That's @decivory, our VP of Customer Support. And we did exactly that.
Before any other business deployed Fin, our own team did. We went all in: new
Most people can't describe exactly what they want. Fin for Ecommerce figures it out. It reads the intent behind a vague search, narrows your @Shopify catalog down to the right options, and helps customers convert with confidence.
And for your customers, finding the right product
Most customer service teams are experimenting with AI. Very few are transforming because of it.
The gap between those two things is larger than it looks; and right now, it's where the most consequential decisions in support are being made.
Moving from a successful pilot to full
Earlier this month, the EMEA leg of our Customer Service Transformation tour came to a close in Amsterdam.
One theme that surfaced throughout the evening: the teams making the most progress with AI aren't treating it like a tool. They've given it a name. Vera. Stella. Kiki.
And
Most engineering orgs are experimenting with AI. We bet the entire company on it, and hit our 2x productivity goal 3 months early.
Join us on May 19 for a live session where Fin CTO @darraghcurran, Principal Engineers @brian_scanlan and Kesha Mykhailov, and special guest
