Built with Fin AI
A single structured way for Fin to sort sensitive account recovery requests into the right path the first time
Losing access to an account is one of the most sensitive situations a customer can bring to support: it's high-stakes, often urgent, and the right answer depends entirely on who's asking and why. A student asking on behalf of someone else needs a different response than the actual account owner. Someone claiming ownership of an account they don't control needs a different, much more careful response than someone who just needs to update the email on file. And an account belonging to someone who has passed away needs to be handled with real care, not a generic script. This project builds a single, structured way for Fin to correctly sort an account recovery request into the right path immediately, rather than leaving that judgment call to whoever happens to pick up the conversation.
The value is about getting a sensitive situation right the first time. For the customer, it means not having to explain their situation multiple times to different people before someone understands what they actually need. For the support team, it means a consistent, defensible standard for handling requests that carry real risk if mishandled, someone impersonating an owner, or a grieving family member getting a cold, generic response. For the company, it closes a gap where account recovery has historically been handled inconsistently depending on who happened to be on shift.
Covers every distinct account recovery scenario: the account owner has passed away, someone is claiming ownership of an account they don't currently own, the owner has lost access to the email on file, a student or non-owner is asking on behalf of an account they don't control, the owner can still access their email and just needs routine self-service help, and cases where the owner only needs a cancellation or refund without needing account access at all. Anything that doesn't clearly match one of those scenarios routes to a clarification step rather than being forced into the wrong path.
Live since July 2026. In the first two months, cases closed about a day faster on higher volume. More cases now go to a person on purpose, and first response is slower because triage comes first. The AI-predicted CX Score went down. The working explanation (harder cases left after simpler ones are handled) hasn't been tested yet, and that test is the next piece of work along with a third month of data.