Supporting hypergrowth: How Glean put Fin at the frontline
As one of the fastest-growing AI companies in software today, Glean's support model quickly became unsustainable. It plugs into everyday work tools like Jira, Confluence, GitHub, Google Workspace, and internal knowledge bases to give every employee an AI assistant for finding information and getting work done faster. Three months after launch, Fin was supporting all Glean users, handling 100% of chats across the help center, developer docs, Gleaniverse community, and support portal; 83% of these chats were resolved by Fin without a human needing to step in, with a high customer satisfaction rate of 95%.
- Agent or tool
- Fin
- Topic
- Customer Support
- Reported on
- Case study (Fin)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 201 by interest), and one of 7 involving Fin.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Fin or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Glean.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Fin): https://fin.ai/customers/glean. Our summary is a paraphrase; details are in the source.
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