I agree with you 100%. Fin and products like this simply do NOT solve the hard part of providing support in 2026. Basically, the hard parts are (1) coming up with the tools for agents to use, like searching for data, making updates, etc. (2) reviewing the logs of actual usage and adjusting prompts, docs, tools based on the real feedback. (3) tuning human escalation procedures.

This process is an ongoing effort, with an upfront engineering commitment which depends entirely on the product, but can be months of work. But if you have your own backend, I would argue this hard works is made HARDER by implementing something like Salesforce/Fin, because you have to now pipe a bunch of data and structure over to them, which is a pain.

LLM models capable of doing this are a commodity, the UI for customers and support teams is pretty trivial, the database/backend is trivial.

Outside of some cases, if you have your own app, and you have a given support volume, build your own.

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aurareturn 20 hours ago | parent [-]

Agreed.

A recent example is that we replaced our support ticket system with an in-house built one. The new system lives in the same database as our app. Every ticket now has real live customer data. You can't get this kind of integration easily using a 3rd party tool.

It was surprisingly easy to build. Just took 2-3 days for us. Massive improvement in productivity. Took about $100 in tokens to build. Maybe an hour of maintenance work per week.

This larger company took 48 hours: https://tradecore.com/resources/blog/we-replaced-zendesk-in-...

Doing this would've be seen as crazy in 2023. But in 2026, it's often an advantage. Better, more integrated, cheaper, faster.

I'm happy to buy if it's something I know we don't have the expertise to build. For example, you'll never catch me saying we need to build our own database. But for something like Fin, I know exactly how to build it for my company and I think I can build a better agent with better context, faster iteration, cheaper, and more tailored to my company's business.

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christoff12 9 hours ago | parent [-]

I hear you -- you and other teams are capable of building internal versions that just work.

I'm equally excited -- I've spent much of my career building janky internal versions of popular SaaS out of necessity since we didn't have the budget to buy. To be able to do a better job with less effort is enticing.

But this is: a) a step-change that hasn't had a full year to bake; we should all anticipate the pain associated in the medium term after a few iterations, inevitable feature add-ons, etc. b) beside the point.

Yes, many teams can also build internally, but it doesn't change the fact that others find value in outsourcing. Just because it's much easier, or rather __because__ it's easier to stand stuff up, it's imperative we prioritize what gets built.

If [Anthropic](https://fin.ai/customers/anthropic) themselves are willing to vouch for the value-add, I think it's silly to suggest that teams with budget and higher priorities should trade the time and focus to roll their own.

	▲	aurareturn 6 hours ago \| parent [-]
		"Anthropic is using it so it must be valuable". I think I've heard this a lot before but with different companies.