Transforming Customer Support Through AI: Interview with Fini’s Deepak Singla

In the latest edition of WebsitePlanet interviews, we talk to Deepak Singla, Co-Founder of Fini, about the innovative journey and vision that inspired him to reshape customer service through AI-driven technology. Deepak delves into the founding story, industry challenges, and how Fini’s cutting-edge approach is helping businesses streamline support while enhancing customer experiences. Continue reading to learn more.

How was Fini founded, and can you share a few details about the company’s journey so far?

Fini was founded in 2022 in Amsterdam by Deepak Singla and Hakim Khalafi, both former Uber employees. They saw firsthand the power of using machine learning to improve customer interactions at Uber where they worked on the technology that resolved over 4 million interactions monthly. They realized enterprises lacked tools to scale this kind of AI-driven efficiency for their own customer support.

The journey began with Y Combinator’s Summer 2022 cohort, where Fini’s early prototypes caught attention for solving real customer support pain points. Today, Fini automates 70% of support tasks for companies like Bitdefender, Duolingo, and Columntax. What sets Fini apart is its use of Agentic AI, not just Retrieval-Augmented Generation (RAG). Agentic AI doesn’t just retrieve or summarize—it dynamically performs actions using proprietary data, like resolving transaction disputes or escalating critical issues intelligently. With over 100 customers, Fini is scaling to handle millions of monthly interactions while ensuring accuracy, security, and cost savings.

How do your AI agents actually work, and what features do they offer?

Fini AI agents are powered by Agentic AI, a step beyond standard Retrieval-Augmented Generation (RAG). While RAG simply pulls and summarizes information from knowledge bases, Agentic AI takes action. It integrates directly with your company’s systems, enabling it to:

• Solve customer issues in real-time (like refunding a canceled order).
• Personalize responses using real-time customer data.
• Handle nuanced workflows like verifying transactions or updating account details.

Fini trains these AI agents in under two minutes using your knowledge bases (web links, PDFs, or databases). No code is required. Key features include:

• Multi-Platform Support: Agents work across Zendesk, Intercom, Slack, email, Discord, and custom apps via APIs.
• Security-First Design: All sensitive data is masked, encrypted, and handled in compliance with SOC2, ISO 27001, and GDPR standards.
• Multi-LLM Approach: Fini combines models like GPT-4, and Claude to ensure high accuracy and resiliency.
• Scalability: Fini handles millions of monthly queries with 95%+ accuracy and 90%+ delight scores.

In simple terms, Fini doesn’t just talk; it acts. Whether resolving disputes or answering complex questions, our Agentic AI redefines what’s possible in customer support.

What are some differences between e-commerce and fintech customer support?

E-commerce support is typically repetitive and focuses on speed. Common issues include tracking orders, processing refunds, and answering product-related questions. The priority is quick, scalable solutions that improve conversions and reduce cart abandonment.

Fintech support is far more sensitive and complex. Customers might inquire about transaction disputes, account security, compliance, or detailed financial questions. The stakes are higher, and errors can lead to legal or reputational risks.

Here’s where Agentic AI makes a difference:

• E-commerce: Fini agents resolve FAQs instantly, help customers with order tracking, recommend products, and manage high ticket volumes without breaking workflows.
• Fintech: Fini integrates with financial APIs, ensuring secure handling of real-time data (e.g., verifying user transactions or providing compliance-accurate answers). Our AI masks sensitive data and ensures no hallucinations, crucial for financial queries.

By tailoring solutions to each industry’s needs, Fini ensures both accuracy and speed, no matter the complexity.

What is your approach to different aspects of security, including app security, network security, etc.?

Security is at the core of Fini’s design. Here’s how we protect data at every level:

1. Data Masking and Encryption: Before any interaction, Fini’s masking layer removes sensitive Personally Identifiable Information (PII) like social security or credit card numbers. All data in transit and at rest is encrypted using state-of-the-art algorithms.
2. Role-Based Access: Our API-driven product allows deployment in private intranets, with role-based access control. This ensures that only authorized employees can interact with or configure Fini.
3. Compliance: Fini adheres to SOC2, ISO 27001, and GDPR standards. We also maintain strict Data Processing Agreements (DPA) with LLM providers, ensuring customer data is never used to train external models.
4. Interoperability: Fini integrates seamlessly with major cloud platforms (AWS, Azure, GCP) and supports private deployments for highly sensitive use cases.
5. Regular Audits and Penetration Testing: We conduct frequent vulnerability assessments to proactively address risks.

What sets Fini apart is its Agentic AI, which operates securely within customer workflows. Unlike RAG models that simply retrieve information, Agentic AI ensures sensitive tasks, like updating financial records, are executed with complete control and compliance.

What pricing plans do you offer, and what does each of them include?

Fini offers scalable pricing tailored to business size and needs. Here are the three primary plans:

1. Starter Plan: For small teams automating up to 10,000 monthly queries. It includes basic Agentic AI capabilities, platform integrations (Zendesk, Slack), and core analytics.
2. Professional Plan: Designed for mid-sized companies, this plan supports 50,000+ monthly queries. Features include enhanced analytics, advanced role-based security, API access, and custom chatbot personas.
3. Enterprise Plan: Built for large organizations handling millions of queries monthly. It offers unlimited scalability, private deployment options, custom integrations, and dedicated account managers. Real-time event data processing for hyper-personalized support is also included.

Each plan guarantees fast deployment, cost efficiency (up to 50% support savings), and scalability. Unlike traditional chatbots, Fini’s Agentic AI doesn’t just automate—it integrates deeply into your systems to act intelligently, making it a superior investment for businesses seeking proactive, secure, and high-impact customer support solutions.

To learn more about Fini, you can visit www.usefini.com