Fin over email is a new feature of the Fin AI Agent, which resolves more than 50% of customer queries immediately. The agent can now provide instant responses to emailed support questions, using generative AI technology and the Retrieval-Augmented Generation (RAG) framework. This allows customers to receive answers to their queries in real-time, without having to wait for a human response. The development journey involved starting with research, defining the problem, and applying "first principles" thinking to create a new solution. The team faced technical challenges such as email deliverability, processing multiple queries in a single message, and formatting issues. They also had to consider user experience considerations, including designing an intuitive and natural experience for end users. To address these challenges, they adapted their underlying AI architecture, creating a new component specifically designed for email. The feature has already shown impressive results, with customers reporting significant efficiency gains and time savings. Fin over email is now available, offering a more seamless and efficient customer support experience across multiple channels.