"Paying Fin $250k flat does nothing since it isn't going to actually know how to solve problems. The real challenge is the knowledge and context engineering and Fin doesn't help there"
You misunderstand the model. Fin does not have flat fee. They charge exclusively for resolutions. That's the entire value prop.
Correct that knowledge and context engineering are the key. Fin DOES help here. They have an entire backend suite to help you build out areas where Fin is failing. It shows you questions it couldn't resolve, looks at the answers your human team gave, and suggests updates to help articles to
You're correct this could all be build by a skilled engineer, but that's not the point. It's built for non-techincal users to use and implement. A person who rose through the support ranks and shows some technical competency can learn the system without any software knowledge.
The bulk of the work is context engineering which is done outside of Fin. Once you do the context engineering, it's very easy to duplicate Fin's features. Seriously. Just try it.
You don't need a fancy editor for "if this then do this". A simple text document is all you need. And if you do need a fancy editor, it's extremely easy to build it in 2026. Maybe 1-2 days.
Maybe you've done this yourself. I'm honestly jealous if solving customer support was as easy as your describe.
In my case, I've spent the past 12 months running implementations at multiple companies. I've engaged directly with smart engineering teams to assist. It was not that easy.
What you outlined might work for a simple ecom business. It probably does 95% of the job for a simple case where you're delivering information. But it will fail the second it needs to take action or deliver personalized information based on client's account data.
That leads to the exact issue people here complain about... an LLM that doesn't actually answer the question, can't solve the problem, and is worse than talking to a human
But it will fail the second it needs to take action or deliver personalized information based on client's account data.
And why would Fin be better here? It's very easy to give your agent context on the customer.
In 2026, every time I've tried to build a custom tool to replace a SaaS, I've succeeded. The biggest problem with SaaS is that they build a one size fits all. When you build a custom tool, you control everything from data to UI and it works for your business.
Many, many people do not have the capacity to build and maintain custom solutions (whether in-house skills, or simply bandwidth) and therefore outsource to vendors.
It's an incredibly common aspect of business. Enterprise level contracts often include the sort of white glove service to help fill in these sort of gaps. On simpler plans, having the tooling provided frees up just enough capacity to handle the exceptions to keep the process running smoothly (since one doesn't have to build and run simultaneously).
Sometimes people want to minimize the hassle with stuff. It's why car washes and oil change places and coffee shops exist.
I agree with you 100%. Fin and products like this simply do NOT solve the hard part of providing support in 2026. Basically, the hard parts are (1) coming up with the tools for agents to use, like searching for data, making updates, etc. (2) reviewing the logs of actual usage and adjusting prompts, docs, tools based on the real feedback. (3) tuning human escalation procedures.
This process is an ongoing effort, with an upfront engineering commitment which depends entirely on the product, but can be months of work. But if you have your own backend, I would argue this hard works is made HARDER by implementing something like Salesforce/Fin, because you have to now pipe a bunch of data and structure over to them, which is a pain.
LLM models capable of doing this are a commodity, the UI for customers and support teams is pretty trivial, the database/backend is trivial.
Outside of some cases, if you have your own app, and you have a given support volume, build your own.
A recent example is that we replaced our support ticket system with an in-house built one. The new system lives in the same database as our app. Every ticket now has real live customer data. You can't get this kind of integration easily using a 3rd party tool.
It was surprisingly easy to build. Just took 2-3 days for us. Massive improvement in productivity. Took about $100 in tokens to build. Maybe an hour of maintenance work per week.
Doing this would've be seen as crazy in 2023. But in 2026, it's often an advantage. Better, more integrated, cheaper, faster.
I'm happy to buy if it's something I know we don't have the expertise to build. For example, you'll never catch me saying we need to build our own database. But for something like Fin, I know exactly how to build it for my company and I think I can build a better agent with better context, faster iteration, cheaper, and more tailored to my company's business.
I hear you -- you and other teams are capable of building internal versions that just work.
I'm equally excited -- I've spent much of my career building janky internal versions of popular SaaS out of necessity since we didn't have the budget to buy. To be able to do a better job with less effort is enticing.
But this is:
a) a step-change that hasn't had a full year to bake; we should all anticipate the pain associated in the medium term after a few iterations, inevitable feature add-ons, etc.
b) beside the point.
Yes, many teams can also build internally, but it doesn't change the fact that others find value in outsourcing. Just because it's much easier, or rather __because__ it's easier to stand stuff up, it's imperative we prioritize what gets built.
If [Anthropic](https://fin.ai/customers/anthropic) themselves are willing to vouch for the value-add, I think it's silly to suggest that teams with budget and higher priorities should trade the time and focus to roll their own.
the bulk of the context engineering for users of these ai support platforms is done in the platform
and the amount of context needed to automate f500 is non trivial, plus you usually cant use reasoning because latency would blow up and you get escalated on
if this was so easy as you claim theres many millions for you to be made selling it to enterprises, but you wont
F500 is exactly the kind of scale where I fully expect support agents to be developed in house. They'll try Fin. Then one day, a single dev inside the company demos a custom agent that outperforms Fin and cost almost nothing.
tech forward f500 is possible (but.. even anthropic used fin)
most f500s are going to outsource. i think sierra is already at 40% of the f50? and each of those deals they have to compete against teams of inhouse engineers and convince execs to buy instead of build
the reality is agents at scale is a hard problem and most f500 engineers are not equipped to solve it
Have fun sinking 100s of hours into improving and maintaing that. Someone who sells software for real estate probably doesnt want to get into building software for customer service agents. This makes no sense. There should be urgency to make the product your selling better, not wasting time building support tools. Just pay for it.
"The 3 common issues used to be solved by a manual with an FAQ page, or just you know, actually intuitive and usable software and hardware."
Having led customer support, this grossly misunderstands how people interact. People don't read. It's as simple as that. You can write something as clear as day in a FAQ, and they don't want to put in the effort. ~50% of the inbounds I receive are fully written out in plain language in an FAQ.
LLMs are perfect for this scenario. It puts the answer in clear english and will endlessly re-word the answer when clients followup.
This is disappointing. I've worked closely with Intercom for the past few years. I've run Fin implementations at multiple companies. I've found their product team incredibly strong & the product to be customer friendly. Salesforce... not so much.
imo - Fin's AI chat is the best on the backend of empowering teams to self-serve & integrate with Helpdesk. They don't require consultants.
I really hope they don't lose all of that in this acquisition.
Was a fascinating look into how different college experiences can be, how insular the venture ecosystem seems, and the gross efforts powerful people make to keep that power. I’d love to know how true to life the undergrad->tech power pipeline is.
I’ve never lived in CA, worked for a unicorn or big tech. Didn’t go to an Ivy. I took the route of state school to startups in second tier markets. I’d never heard of VC until a few years into career. Hard to fathom how different the Stanford experience is, as described.
I walked away from the book feeling jaded. It makes everything about career and company success feel dirty in a manner I’ve never experienced first hand.
Dave Matthews Band similarly cultivates the fan recordings.
https://antsmarching.org/ forum has hundreds, maybe thousands of show recordings. Often multiple for each night. They make their own official Soundboard releases that fans still purchase, but their stewardship of fan audio capture is commendable.
Reader Summary:
You are a walking existential crisis who oscillates between trying to save your soul with 13th-century Catholic theology and escaping reality via magic-system spreadsheets. Your reading list is essentially a debate between a Trappist monk and a Silicon Valley venture capitalist, and somehow, they're both currently losing to a talking cat in a death dungeon.
Information Diet:
Your media consumption suggests a high-low split. You balance dense, slow-burn philosophy (Josef Pieper) with high-octane, 'popcorn' entertainment (Dungeon Crawler Carl), intentionally using fiction as an escape from heavy systemic analysis.
Life Arc:
Your life trajectory appears to be a journey from 'Enchanted Orthodoxy' to 'Humanistic Meaning. You moved from preparing for the priesthood/ministry to a deconstruction of faith, eventually landing in a space of 'Conscious Leadership' and secular contemplative practice.
Unexpected favorite read of the year: Dungeon Crawler Carl. It’s popcorn fiction, but
Personal Growth: “15 Commitments of Conscious Leadership”. The encouragement to “feel all your feelings” is insanely difficult for me, but has sent me on a multi-month life arc to be more present to my body sensations.
Related: If you log your books in Goodreads, I built this web app to recommend future books based on reading history and reviews. Was fun for me and may resonate
This is a frustrating article. To pick one example:
"The most damning aspect is not their exploitation of loopholes or their willingness to combine dangerous drug cocktails or even their reliance on unvetted Chinese suppliers..."
"unvetted" is doing a lot of work here. There's no evidence provided for this claim of working with shady sources and doing no diligence on the products they are selling. I know that to be false from first-hand connections in the telehealth space.
Hims works with 503B pharmacies. They are FDA inspected. They run batch testing on their source material and require strict compliance. All safe, legal, vetted pathways.
It's bizarre to me that the author is linking Novo Nordisk newswire press releases as sources of truth but is unwilling to to do basic research on how Hims operates. NN is hardly a faultless player here. They're selling this medicine for $1k+ per month!
Separately -- Algorithmic care is fine because most decisions are algorithmic. It's no different than what you receive from the 5-minute dr visit in person.
In a perfect world we'd have primary care doctors to coordinate care, direct you to the perfect pharmacy for each medicine you need, etc. In our real world, convenience and access are a good things. The shift from "patient" to DTC "client" is a net win for the public.
This is the one aspect of this article I’d have liked to understand better. It can simultaneously be the case that these compounding pharmacies are regulated, and also that they’re buying peptides from Chinese suppliers that aren’t regulated and hence there’s some room for serious problems. I’d be much happier if I felt that these suppliers were being carefully regulated and monitored but I’m not convinced that this is the case.
Related thought - Is there a good way to search for projects like this? I know there are hundreds of these passion projects that never show up in google.
Ex) This year I want to get better at playing piano. Reddit and google bring up a few consistent big name links. I'd love to support a well-produced course by a creator like this, but have no idea how to find it.
You misunderstand the model. Fin does not have flat fee. They charge exclusively for resolutions. That's the entire value prop.
Correct that knowledge and context engineering are the key. Fin DOES help here. They have an entire backend suite to help you build out areas where Fin is failing. It shows you questions it couldn't resolve, looks at the answers your human team gave, and suggests updates to help articles to
You're correct this could all be build by a skilled engineer, but that's not the point. It's built for non-techincal users to use and implement. A person who rose through the support ranks and shows some technical competency can learn the system without any software knowledge.
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