Hey everyone 👋
As Fin handles more customer conversations, I'm curious how teams are checking the actual responses being sent to customers.
Not just whether Fin resolved the conversation but whether the response itself could create a problem.
For example:
promising a refund or exception that isn't actually allowed
giving incorrect pricing or policy information
making a commitment the business can't honor
exposing sensitive customer information
giving inappropriate financial or medical advice
missing an important AI disclosure
The difficult cases aren't necessarily obvious. A response can look perfectly reasonable on its own but become risky when you look at the customer's situation and the company's policies.
How are you handling this today?
Manual sampling? QA? Fin's monitoring tools? Internal rules? Something else?
I'm working on this problem myself and would genuinely like to understand how other Intercom teams are approaching it.