This article applies to all users in the PI2 software.
As you're using Obi by PI, you may notice that certain prompts take longer for Obi to answer than normal. In these instances, Obi is likely interfacing with Fin, our AI-powered support agent.
Learn how to leverage Fin through Obi, and get answers to support questions without leaving your Obi conversation.
How does Obi answer support questions?
When a user asks Obi a question, Obi cross-references all relevant content it's been trained on — PI science, Reference Profiles, etc. — before providing a response.
However, one area where Obi is specifically instructed not to help is with PI support. Rather than attempt to answer a support question directly and risk an outdated response, Obi will tag in Fin, which is specialized in PI support.
When Obi detects a support-related prompt (e.g., "How to do XYZ"), Obi will now say "Waiting for response from Fin" as part of its thinking. This means it is in the process of asking Fin to provide an answer.
Provided Fin has an answer in its knowledge base, Obi will surface relevant "how to" steps to help you get unstuck, all without needing to leave the Obi interface.
Note: Because Obi needs time to call Fin, parse the response, and relay the answer, there is latency associated with most (if not all) support questions. Please expect anywhere from 5 to 30 seconds to get a quality answer to your support question in Obi.
Obi didn't fully answer my support question. What now?
Currently, Obi is unable to send follow-up questions to Fin. If Obi provides a support answer via Fin but you need further help, we recommend taking the discussion directly to Fin so you can get detailed troubleshooting (or human escalation if needed).
To start a conversation with Fin from Obi:
Ask your initial support question in Obi.
Obi will consult with Fin and relay the response.
If you need to follow up on the initial response, click the button titled "Ask the support assistant" at the end of Obi's answer. (You may need to scroll down in your Obi chat to see the button.)
Obi will close (you can return to this conversation at any time).
Fin will open and recap the original answer that Obi provided.
Continue your support conversation as needed.
Tip: Need to escalate your support conversation to a human? Type "speak to a human" and confirm with "yes." If a member of our team is available, you'll have an opportunity to chat live; if not, a support case will automatically be created for you. Learn more about our support process.
FAQs
Why can't Obi answer my support question directly?
Why can't Obi answer my support question directly?
Fin is trained up on the most up-to-date PI software support. If Obi were to attempt to answer your support answer directly, the answer could be outdated or hallucinated. We've created a strict guardrail to ensure Obi always calls Fin for support-related guidance.
Obi told me (via Fin) that "I wasn't able to find an answer to your question." Why?
Obi told me (via Fin) that "I wasn't able to find an answer to your question." Why?
When Obi consults with Fin and returns that response (or something similar), it means Fin does not have an answer in its knowledge base related to the question asked.
In this event, we recommend one of the following:
If your question is support-related, try clicking "Ask the support assistant" and see if Fin can answer your question directly. (If not, Fin will escalate to our support team so we can take a closer look.)
If your question isn't support-related, try rephrasing it. It's possible Obi incorrectly called Fin because the prompt was structured like a support question (i.e., "how to do ABC," "where to find XYZ").
Tip: Did neither troubleshooting step help? Share your feedback here, so we can continue to improve both Obi and Fin.
Additional support
Getting real-time PI software support (i.e., how to use Fin)
Accessing in-software help articles (i.e., how to read Fin's source articles)