Fin helps businesses automate phone support with a new AI voice agent designed to improve resolution rates and customer outcomes.
Fin has launched Fin Voice 2, a new version of its AI-powered phone support agent designed to improve issue resolution and automate customer service interactions at scale. Built on the company’s proprietary Apex Flash model, the platform is designed specifically for customer support use cases rather than general conversational AI.
According to Fin, the new model delivers a 24.5% improvement in resolution rates while reducing response latency by approximately 0.5 seconds. The company said the enhancements are intended to help organisations resolve customer issues more effectively through natural, end-to-end voice interactions.
“Voice is just extremely hard. And while we all know the future of customer experiences will be agent-driven voice, we’re not there yet. That changes today,” said Eoghan McCabe, CEO and Founder, Fin.
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Built for Customer Service Resolution
Fin Voice 2 replaces the general-purpose model used in earlier versions with Apex Flash, a voice AI model developed specifically for customer support environments. The company said the new architecture focuses on issue resolution, operational consistency, and customer outcomes rather than conversational capability alone.
The platform is designed to connect directly with business systems, enabling it to complete tasks, access information, and resolve customer enquiries without transferring interactions to another channel or human agent.
According to Fin, the AI agent can manage customer requests from start to finish while maintaining natural conversations and reducing the delays that often make automated voice interactions feel artificial.
Supporting Scalable Customer Experiences
The latest release also introduces enhanced operational visibility, including real-time insights and analysis of unresolved customer conversations. Fin said these capabilities help organisations identify customer friction points, improve workflows, and continuously optimise support performance.
For customer service teams, the platform automates routine interactions, reducing agent workload and enabling employees to focus on more complex or sensitive cases. For customer experience leaders, the solution offers an opportunity to scale phone support while maintaining service consistency and controlling operational costs.
The launch reflects growing investment in specialised AI agents that focus on customer service outcomes, helping organisations automate interactions while improving resolution rates, customer effort, and overall support experiences.
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