Our team hit 71% resolution rate with Fin last month. Looked great on the surface — but when we dug in, we had no idea which topics were dragging it down or what to actually fix.
Intercom shows you the overall number but nothing underneath it. No topic breakdown, no trend over time, no way to know if a KB update actually moved the needle.
Curious how other teams handle this. Are you exporting conversation data and analyzing manually? Using a third-party tool? Or just accepting the top-line number and moving on?
(I've been building something to address exactly this — happy to share early access if there's interest.)