Hey Community,
we have issues setting up Intercom AI so it solves different Topic automatically.
Can you help us?
For some reason FIN suddenly and randomly answers with wrong answers.
We tried everything (with and without guidance,...)
All the Content stayed the same and in the past FIN was super helpful.
We are looking for an expert to help us automate different Topics in our Customer Support.
Thank you in advance!
+7
We're you able to use the Improve Answer process to review the connect l content that was used, I wonder if something unexpected is getting into the source material.
But it depends, I'm not saying Fin can't hallucinate but it should be very rare. Feel free to book a time on my calendar and let's have a look or if you can send an example in DM I'd love to understand the type of hallucinations you are seeing.
I have noticed some changes with the introduction of tasks, are you using Fin Tasks? There's a toggle inside where you need to check on if guidance is also followed within the task which may be the source of an issue like this.
Guidance should help generally but it depends on what the hallucination is and where it's coming from.
You can also join us for the upcoming Intercom Community office hours on December 1st, this might be an interesting conversation to explore there and see if others have been experiencing similar changes.
That being said I haven't seen anything we couldn't impact in some positive ways with the right guidance, workflow and more.
If you send some more details in a DM about the interaction and expected results, maybe I can suggest some guidance to try
Hope this helps
I have noticed a very similar thing with Fin recently. I triple checked our sources and there is no mention of the things Fin hallucinates in the sources he provides. The pattern I noticed is the following:
Our source will say you can do X with feature Y. In its answer, Fin says you can do Z (a different existing feature) with Y as well, even though this is not the case and Z is not at all mentioned in the sources Fin provides.
I have had a handful of these cases over the last few weeks and I already tried to set up a Guidance but it does not reliably prevent Fin from inventing things. Does anyone have an idea how we can fix this?
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