Test Fin with confidence using Simulations

Before a new teammate starts engaging with customers, you make sure they understand your processes and can handle every situation the right way. 

Now you can do the same with Fin .

Simulations lets you test how the Procedures you set up will perform ahead of launch by running fully simulated customer conversations from start to finish. You can see what Fin is doing, when it’s reasoning, and where it passes or fails, giving you peace of mind that everything works as it should.

Why this matters

As teams begin to automate increasingly complex workflows, predictability is critical.

Real-world processes like refunds, returns, and troubleshooting quickly expand into dozens of possible paths, customer states, and edge conditions. Manual testing won’t scale for that level of complexity, so we built Simulations to make this kind of coverage practical.

With Simulations, you can validate that Fin’s reasoning and decisions match your intended outcomes before any customer ever interacts with it.

How Simulations work

You can pick any Procedure and choose a user or customer segment to test. Fin then runs a complete, multi-turn simulated conversation just as it would in production, following every step, applying your rules, and reasoning through decisions.

If something doesn’t behave as intended, you can make changes immediately and re-run the test. Fin’s AI Assistant can even help write or fix tests, generate new ones, and suggest additional cases to strengthen coverage.

All your tests are stored in a central Simulation library. When products, policies, or Procedures change, you can hit “run all” to instantly check whether anything has regressed or broken.

This applies the same rigor to automation that product teams bring to software testing, ensuring everything Fin does is continuously validated and reliable.

What this unlocks

Simulations gives support leaders control and confidence as they scale automation:

• Safety before launch: You can validate Fin’s reasoning and decision-making in realistic, full-length conversations.
• Faster iteration: It’s easy to fix any errors and re-test instantly with AI-assisted suggestions.
• Continuous reliability: You have the ability to re-run your Simulation library anytime to confirm nothing’s broken after updates.

Together, Procedures and Simulations form a powerful loop as they help you train Fin to do more work for you, and test it automatically to make sure it performs exactly as you intended.

Watch our Chief Product Officer, Paul Adams , demonstrate how Simulations work live from Pioneer 2025 here: