Built with Fin AI
Building Fin procedures that recognize and redirect the requests the company can't resolve itself, so analysts only see cases that genuinely need a person
A recurring category of support requests isn't actually something the company can resolve, it's something the company has to correctly redirect. A student asking for a subscription refund, a question about school settings, or a request tied to installment pricing all belong to the individual school owner, not the platform. Before automation, figuring that out and routing it correctly was manual analyst work: reading the request, recognizing it was out of the company's control, and explaining that to the customer by hand, every single time. This project builds Fin procedures that do that recognition and redirect automatically, so an analyst only gets involved for the cases that genuinely need a person.
The value shows up as better-qualified work reaching analysts, not just less work overall. A well-built routing procedure doesn't necessarily reduce how often a human gets involved, sometimes it increases it, because cases that used to get silently dropped or mishandled now get correctly flagged. What it does change is the quality of what reaches an analyst: fewer messy, undocumented escalations, more cleanly triaged handoffs with the context already attached.
Covers support topics where the manual work an analyst used to do by hand, recognizing a structural redirect, collecting the right documentation before a handoff, or explaining an eligibility rule, can be done by Fin instead: student refunds outside the company's control, subscription billing questions, tax-related documentation intake, school settings, installment and pricing terms, and general "how do I reach my school" requests. Does not cover topics where the company has direct operational responsibility and Fin is expected to actually resolve the issue itself, like payouts or payment error investigation. Those are resolution work, not triage work, and stay out of scope here.
Six procedures are live under this approach now.
A pattern is showing up across the newer ones. The procedure does its part, and a shared routing step afterward can still send the conversation somewhere else. So for every procedure, I now check which team the conversation actually ended up with.
Each of these is live in Fin and has its own page.