What is considered a good Fin resolution rate? | Community
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What is considered a good Fin resolution rate?

  • July 27, 2023
  • 6 replies
  • 2001 views
K

Hi! I was wondering if anyone has insight into what a good resolution rate for Fin would be? I know the marketing site for Fin says “Resolve 50% of your support questions instantly” - but is 50% the average that we should resolution rate that we should be seeing? We only just started our trial but are preparing support goals for the quarter and I’m not finding any information about this in the Help Center.

 

I would love to hear Intercom’s thoughts on what they see across their own Fin averages or an average across all companies who use Fin, but it would also be helpful to hear from anyone who may have insight into this for their own company.

 

Thank you!

Best answer by Eden

Hey @Kelsea 👋 Eden from the support engineer team here.


We don't have a concrete percentage to share for this, as the metrics depend on individual customers' setups, their volume, how well their help center content is written, etc. Generally, a good resolution rate starts at around 30-50%. Overtime, Fin will improve and become more robust using your help center. We have these best practices to go through to make sure your help center is in its best state for Fin.

Just for additional context, a resolution is counted if the customer clicks 'that helped' or does not respond to the answer and leaves the conversation without asking further questions. 👍

    6 replies

    Eden
    Employee
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    • EdenEmployee
    • Premier Customer Support Engineer
    • Answer
    • August 3, 2023

    Hey @Kelsea 👋 Eden from the support engineer team here.


    We don't have a concrete percentage to share for this, as the metrics depend on individual customers' setups, their volume, how well their help center content is written, etc. Generally, a good resolution rate starts at around 30-50%. Overtime, Fin will improve and become more robust using your help center. We have these best practices to go through to make sure your help center is in its best state for Fin.

    Just for additional context, a resolution is counted if the customer clicks 'that helped' or does not respond to the answer and leaves the conversation without asking further questions. 👍

      S
      • Shara Hasan
      • New Participant
      • March 6, 2024

      hey @Kelsea! I was browsing here at the community to try to find about market’s average AI metrics, and I found this topic.

       

      I am still very interested to talk about AI metrics, in order to understand if my metrics with FIN are doing ok! Would u like to do a benchmarking about this topic? :D

      Graziela
      Innovator ✨
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      • Graziela
      • Innovator ✨
      • November 21, 2024

      Here our average is 25%. We have evolved significantly after a major task force dedicated to reviewing and maintaining snippets—it was our greatest success.

        Frederik Hofvander
        Forum|alt.badge.img+1

        Hi everyone,

        Here our average is around 55-60% from the past week, in around 3000 conversations, i dont know if this helps you guys.

          I
          Forum|alt.badge.img

          Eden's answer is spot on 30–50% is the realistic benchmark to aim for, especially early on. The 50% figure Intercom uses in marketing is more of an aspirational ceiling than a guaranteed baseline. In practice, where you land depends heavily on a few variables: how comprehensive your help center articles are, how specific your product's use cases are, and how much of your inbound volume involves questions Fin can actually answer vs. things that inherently need a human (billing disputes, account-specific issues, etc.).

          One thing worth knowing as you set quarterly goals: your Fin-resolved rate and your Fin-routed rate tell different stories. A high routed rate isn't necessarily bad - it might mean Fin is correctly triaging complex issues rather than frustrating users with unhelpful answers.

          So rather than optimizing purely for resolved rate, it's worth tracking both together over time to see if the ratio is improving.
          For ongoing tracking, we actually built Velax.ai specifically to monitor Fin performance over time within Intercom. It shows your Fin-resolved vs. Fin-routed split with trend lines, so you can see whether changes to your help center content are actually moving the needle week over week. That's useful when you're in "optimization mode" and want to connect content updates to resolution rate changes rather than guessing.
          There's a free tier if you want to get a baseline reading during your trial period — no credit card needed. https://velax.ai

          User1705
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          • User1705
          • Connector
          • May 4, 2026

          We are at round 45% but this is by design. A good number of our conversations are routed to live agents through escalation guidance.

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