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Getting real-time PI software support

Access PI's live support resources, including our AI support agent (Fin) and our human agents, and get software help when you need it.

Updated yesterday

This article applies to all users in the PI2 platform.

We're committed to providing best-in-class customer support, so you can get the right software help whenever you need it.

In addition to our ever-growing library of software support articles, we also provide live support by way of:

  • Our AI-powered chat agent, Fin (available 24/7)

  • Our human chat agents (available during set hours)

Both Fin and our live team are PI experts, ready to assist you if and when you need help. Learn how to request their help in this article.

Important: Fin and our service team are specifically trained on PI software support, which includes navigational help, user permissions, troubleshooting, technical issues, and bugs.

For all other inquiries — including help interpreting our science or interest in a PI workshop — please reach out to your PI consultant.

How does PI's AI support agent work?

The Predictive Index leverages an AI-powered support agent named Fin. Developed by our friends at Intercom, Fin is built on a proprietary set of large language models (LLM) known as "fin-cx."

While Fin's fundamental logic is managed by Intercom, all of the content and any additional logic that it runs on is created in-house (and by hand) by PI software experts. Whenever you ask Fin a question, it searches over 250 support articles from our Documentation Center so it can get you the most comprehensive and up-to-date answer possible.

What this means: Fin is entirely automated, allowing it to help you 24/7. Whether you need a quick gut check during the day or you're struggling with a complex issue after hours, ask it for help and it'll jump right in to assist.

How to access Fin for PI software help

  1. Log in to the PI software.

    Note: Alternatively, you can visit our Documentation Center website to engage with Fin. However, you must have a PI account (and have recently logged in) to ask Fin a question.

  2. Click the question mark in the bottom-left corner. (If you're visiting the Doc Center or in PI Perform, it'll instead be in the bottom-right corner.)

  3. A pop-up will appear, greeting you.

  4. Click the "Ask a question" button. (Again, you must be logged in or recently logged in to see this option.)

  5. Fin will greet you and invite you to share what you need help with.

  6. Select a support option. (Please note that these options are subject to change based on user feedback.)

  7. Type in your support question when prompted.

  8. Hit enter (or return), or click the on-screen up arrow.

  9. Fin will reply based on the most up-to-date information in our Documentation Center (also know as the "Help Center" or "Knowledge Base").

  10. Each reply is backed with citations, which you can click to find the support article that Fin is referencing.

  11. (Optional) Click on a citation to open the source article, so you can read it in full (if you need extra detail).

  12. (Optional) Most Fin replies will also come with screenshots, which you can click on for a visual aid when troubleshooting.

  13. (Optional) Once a conversation ends, Fin will prompt you to share your experience. (We value your feedback! It helps us learn where Fin is effective and where it can improve.)

Note: As with any AI-powered resource, please check for accuracy and let us know where we can improve. We're making hourly improvements to Fin's content, so your feedback is always being actioned on!

How do live chat agents work with Fin?

We know nothing can replace the feeling or trust of troubleshooting with a human agent. Our support team is here to help, whenever Fin cannot quickly or comprehensively get you the help you need.

Our live chat agents work set business hours, during which they monitor Fin responses to verify accuracy and follow up in conversations where Fin does not provide sufficient information based on your query.

While our team aims to be proactive, you're welcome to let us know when Fin isn't hitting the mark so we can step in to assist.

Important: Hours for live chat agents are still being finalized and are subject to change. Please stay tuned for more information.

If you have an issue Fin cannot solve on its own, and a live agent isn't available, we will auto-create a ticket for you and answer within 24-48 business hours.

How to request a live chat agent

  1. Initiate a conversation with Fin.

  2. Ask Fin your question and see whether it has a ready-made answer.

  3. If you speak with Fin and it cannot solve your issue, type "speak with a human."

  4. Fin will ask whether you'd like to speak with a human.

  5. Confirm by typing "yes."

The following depends on whether a live chat agent is available.

If a live agent is available:

  1. Fin will present you with 2 options: chat live or create a case.

  2. Select your preference:

    • "Chat live" is recommended if you have time to chat live now. (You may have to wait upward of 20 minutes for a live agent.)

    • "Create a case" is recommend if you don't have time for an immediate chat but want a team member to follow up later. (You'll receive a response within 24-48 business hours.)

If a live agent isn't available:

  1. A case will auto-create based on your conversation with Fin.

  2. A member of our support team will reach out within 24-48 hours to help with your request or issue.

FAQs

How was PI's "Fin" AI support agent built?

Developed by our friends at Intercom, Fin is built on a proprietary set of large-learning models (LLM) known as "fin-cx."

While Fin's fundamental logic is managed by Intercom, all of the content that it runs on is created in-house (and by hand) by PI software experts. Whenever you ask Fin a question, it searches over 250 support articles from our Documentation Center so it can get you the most comprehensive and up-to-date answer possible.

Does PI have any influence over Fin's internal logic?

Yes! While the nuts and bolts of Fin were carefully assembled by Intercom, our team at PI has various "guidance" controls we use to ensure Fin is always answering based on the exact needs of our clients and partners.

What this means: Fin is specifically trained on PI's software and is equipped to provide highly personalized guidance based on:

Does Fin know my exact access levels and/or PI products?

True personalization is very much still being stress-tested. Fin does not have knowledge on your exact access levels or PI product combinations. For this reason, it helps tremendously to provide as much information upfront when engaging with the bot.

We're working to improve Fin's "out of the gate" knowledge and will have more to share about personalization in the near future.

Can Fin help me interpret PI science?

While Fin is equipped with several key definitions foundational to our science — factors, factor combinations, Sigma values, etc. — it is not designed to help with scientific interpretation.

We are working on ways to help users interpret PI science with greater ease, and are excited to share more in the coming weeks. For now, we encourage users with science and interpretation questions to reach out to their PI consultant.

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