Hi everyone,
I'd like to get your two cents on the way Fin handles “assuming” it resolved an issue at the moment. Sorry for the essay 😅
TL;DR: Fin assumes it has resolved an issue when you step in before a customers presses “Speak to Human”. I do this when Fin is completely wrong and I want to help the customer ASAP as they're in big trouble and I can help them out of it quickly.
My situation:
I work a company which makes photography hardware for event venues, museums, theme parks, etc. with which you can take a picture, replace backgrounds with themed ones (Friends, Harry Potter, F1, Bluey, etc.) and print them on location. Our system works on our inhouse SaaS platform. Locations that use our hardware are often so packed that there are long queues to take a pic.
Supporting customers:
When something goes wrong, hardware or software related, people on location instantly start “losing” money and they're stressed about it. Unsatisfied queues of visitors make the situation worse.
When they contact us through intercom, Fin picks it up first. We have a resolve rate of about 12%. However, many times we see that Fin gives a completely incorrect answer - one with multiple steps to check / resolve. If we see this, we step in as we want to help the customer up and running ASAP.
The issue:
I saw that we were paying for many more Fin resolved issues than I could see. So I contacted Intercom twice and we finally figured out; Fin “assumes” it resolved an issue way too often - i.e. when we step in before a customer clicks “Speak to Human”. Fin is designed like this because Intercom assumes the worst of their customers. A bad actor could potentially step in every single time Fin gives an answer which is correct, and prevent their customer from clicking “That helped”. Thus preventing a Fin resolve and saving $0.99.
Honestly I understand the design in a way, but this is the opposite of customer-friendliness. I now have to watch how a stressed out customer asks for technical help, get an incorrect answer, try all the incorrect steps, get more stressed and frustrated whilst doing so as they're nonsense, having complaining customers around them, and then after many minutes click the “Speak to Human” button. After which I can step in and help them.
It means I get:
- Lower customer satisfaction.
- Longer resolve times.
- Incorrect Fin statistics.
- More expensive invoices.
Has anyone encountered this as well? Or solved it in some way?
