From resolutions to outcomes: Evolving how Fin delivers value

When we shared our perspective on pricing AI Agents in 2023, we made a simple argument: if AI is going to earn trust, pricing has to be aligned with value.

At the time for Fin, that value was clear. You pay when the AI resolves a customer’s problem. If it doesn’t, you don’t. That’s fair, easy to understand, and grounded in results, not activity. We were the first to introduce this pricing model because we believed that pricing and value should be inherently linked.

That belief hasn’t changed, it’s grown stronger over time. What’s changed is what Fin can do.

Resolutions were the right place to start

Historically, we measured value based on whether Fin fully resolved a conversation on its own. These are known as resolutions and they gave support teams a clear way to measure ROI, easily comparing the cost of AI versus human support. They also aligned our incentives with our customers, as our revenue was directly tied to Fin’s performance.

That clarity worked. Today, more than 12,000 teams use Fin. Our average resolution rate across customers has increased every month and now stands at 76%, even as Fin increasingly handles more complex queries. That progress came from building an Agent that could take on harder problems and still deliver.

But as Fin got more powerful, “success” stopped being binary.

As Fin evolved, the definition of success expanded

Over the last couple of years, we invested heavily to ensure Fin could handle the most complex parts of support. As Fin’s capabilities expanded, customers began pushing what Fin can do for them by deploying Fin deeper into their workflows to handle the toughest queries.

In some cases, this required Fin to work in tandem with a human agent because that’s what customer policies and oversight needs dictated. Subscription changes, transaction disputes, billing issues, and other multi-step support scenarios can often require Fin to gather context, read and write to external systems, and execute actions before handing off to a human agent for confirmation.

Fin is still doing what it was configured for – intentionally handing off after doing more of the heavy lifting, saving valuable time for support teams and overall time to serve for their customers. But our pricing metric only recognized value when the conversation ended in a full “AI resolution” (i.e. a human was never involved).

Outcomes reflect how customers define value today

That’s why we’re evolving Fin’s pricing metric from resolutions to outcomes.

An outcome represents when Fin successfully completes the action it was configured to perform, as part of a conversation. Resolutions are still one type of outcome Fin can deliver, where it handles the issue end-to-end. Another type of outcome can be a Procedure where Fin gathers context, takes action, and hands the conversation off when that’s what customers configured it to do.

Increasing end-to-end AI resolutions is still a core component of scaling Agents, but they are no longer the only measure of Fin’s success and utility. Especially as Fin takes on more complex work. Moving to outcomes recognizes that solving a customer problem with full automation isn’t always appropriate. It’s about getting to the right result, safely, and efficiently.

More control for teams, a stronger foundation for the future

As Fin’s capabilities expand, teams should feel empowered to use it in more nuanced, collaborative work. Outcomes support that by allowing customers to design workflows that meet compliance requirements and include a human agent when necessary.

Fin is becoming even more powerful at handling complex, multi-step support queries. With outcomes, we can support that growth without constantly reinventing how value is measured. And this change gives us a strong pricing foundation that can scale as Fin continues to grow and take on more roles beyond service. This aligns with our vision of Fin becoming a “Customer Agent,” capable of handling the entire customer experience.

What this means for pricing

An outcome will be counted when Fin successfully completes an action it was configured to perform, as part of a conversation.

The pricing model stays simple and the definition of value becomes more accurate.

Doubling down on outcome-based pricing

When we first wrote about outcome-based pricing, we said that trust is the currency of AI. That’s still true.

Pricing has to feel fair, it has to be predictable, and it has to stay competitive. Evolving from resolutions to outcomes isn’t a departure from that belief.

Fin has grown more powerful because customers asked more of it. Outcomes are how we reflect that progress honestly, while staying true to the same principles that guided us from the start.

And as Fin continues to get stronger, we’ll keep holding ourselves to the same standard: price based on the value delivered.