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

▲ aurareturn 4 hours ago | parent [-]

  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.

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christoff12 4 hours ago | parent [-]

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.

	▲	aurareturn an hour ago \| parent [-]
		For the last 15 years, I'm that person in the company who always said "let's not build it ourselves". In the last 6 months, I'm that person in the company who always said "let's just build it in a few days".