The Fini Podcast

The Fini Podcast: AI in Luxury Customer Service | Brandol Guerra

Brandol Guerra is Associate Director of Customer Service at Rebag, the luxury handbag resale marketplace dealing in Chanel, Hermès, and Louis Vuitton. In this episode, he breaks down how to deploy AI in a luxury environment where customers expect premium service, not chatbot responses. He explains why accuracy matters more than speed in high-value transactions, how to identify detractors in the first 2-3 minutes of a call, and why Six Sigma helped him eliminate waste in AI workflows. Plus: the two workflows that must stay human (purchasing and change management), how to train teams on AI without creating resistance, and why the winning companies in 2026 aren't the ones with the best AI—they're the ones with the best adaptability.

The Fini Podcast: Building AI Workflows In-House | Shahaf Tsaig

Shahaf Tsaig is Director of Support and Program Management at Logz.io [http://Logz.io], where he leads a 24/7 global support team serving 1,300+ B2B customers with a 95% CSAT score. What makes Shahaf different: he spent 10 years as a software developer before moving into support leadership. In this episode, he breaks down why his first AI vendor failed at 70% accuracy and how building workflows in-house got him to 99%, the three AI tools that save his team the most time (categorization, summary, and resolution AI), and why he keeps humans in the loop even with heavy automation. Plus: why knowledge base quality matters more than the AI model, his advice for support leaders starting their AI journey, and why support will always exist to fill product gaps.

The Fini Podcast: Bug or Hallucination? Supporting AI Products | Rohit Tripathi

Rohit Tripathi has spent 10 years in technical support at Microsoft, HP, Zapier, Notion, and Automate.io [http://Automate.io]. At Zapier, he was part of a two-person pilot team supporting their entire AI product line while tackling a 700-ticket backlog. In this episode, he breaks down the biggest challenge of supporting AI products in production, why the feedback loop between support and engineering determines success, and what hasn't changed in technical support over the last decade. Plus: his strategy for triaging bugs vs. hallucinations, the one thing he'd automate first, and why the best support engineers aren't the ones who know the most.

The Fini Podcast: Why AI Can't Replace Human Judgment in Travel Support | Maisa Breve

Maisa Breve spent five years at Royal Caribbean before leading customer experience at Vio.com [http://Vio.com], a travel platform serving 100 million visitors annually. In this episode, she breaks down why building trust digitally is harder than face-to-face service, how Vio.com [http://Vio.com] maintains a 10-minute response time for critical issues, and why AI will never replace human judgment for travel exceptions. Plus: the one ticket type AI can't handle yet, and why she believes empathy can't be trained.

The Fini Podcast: AI Is a Mirror, Not a Fix | Tamara Wall

Tamara Wall has led support at Common Room, Culture Amp, and Datto. Her take: AI doesn't fix broken support orgs, it exposes them. In this episode, she breaks down what it actually looks like to onboard AI like an employee, why CSAT is an outdated metric, where she draws her red lines on automation, and how the entry-level support job is about to change completely.