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Analyze Fin

The space to discuss reports on Fin's performance

  • 10 Topics
  • 36 Replies
10 Topics
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Teresa LaurinNew Participant
posted in Analyze Fin
FIN/AI Benchmarks

I’m working on setting performance targets for FIN—does anyone have experience or data they could share around Resolution Rate or CX benchmarks?!--endfragment>!--startfragment>

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Tommy Mains
Tommy Mains
Tommy MainsActive User
posted in Analyze Fin
How's your CX Score performing?

Hi all,How is your team’s CX Score performing?Our Fin has scored 86% over the last 30 days while resolving 69% of conversations (90.9% and 74.3% respectively when limited to the Chat channel only).

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John Pjontek
John PjontekNew Participant
asked in Analyze Fin
What is your key Fin metric

Hey everyone!I’m curious to hear from other Fin users – what key metric are you focusing on to demonstrate Fin’s success to your organization? Personally, I’ve found that resolution rate isn’t always the best indicator since so many variables can impact it. For example, a customer might receive a perfect answer but still choose to speak to an agent, or Fin could close a conversation automatically due to spam, both of which can skew the resolution rate.I’m leaning toward deflection rate as a more telling metric – measuring the percentage of support handled by Fin versus what’s escalated to humans. But I realize this might be oversimplifying things. Would love to hear what others are tracking and why! 

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ericgriff
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Arthur Van DykeNew Participant
asked in Analyze Fin
How do you improve your confirmed resolution rate?

Our confirmed resolution rate is between 6-7% usually and our assumed resolution rate is near 60%. Looking at the conversations, I would estimate that 1/3rd at least of the assumed resolutions represent a correct answer and our clients are just not clicking the “Yes that helped” button that would mark it as a confirmed resolution. My experience with bots is similar, I rarely give bots feedback, because I know its not human. Any tips or methods that you have tried that increase clients use of the confirmed resolution? 

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Frederik Hofvander
Tommy Mains
Tommy MainsActive User
posted in Analyze Fin
Did anyone else have a crash in deflection rate yesterday (February 25, 2025)?

Our deflection rate was 10-15 points below our average yesterday. It’s not the end of the world, but we’re typically very consistent.Was this a fluke or were there system bugs with Fin?

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Ryan Parker
Intercom Team
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Andrea_New Participant
asked in Analyze Fin
Reporting on conversations handled by Fin

Hello! I’m working on integrating Fin AI to our queries handling.When conversations are handled by a teammate, we use a custom attribute “Subject Line” to ‘tag’ the query and report on volumes each week. Subject Lines would look like this:[Account] Login issue, [Account] Change Email Address[Billing] Refund Request[General] Query / Premium, [Feedback] Contentetc etc If I want Fin to handle tickets, how can I get it to tag the conversation based on its content? either via our Subject Line attribute or via tagsAt the moment, we have a workflow where users select what they want to talk about with buttons (“Question about my account”, “Help with my subscription”, “Share feedback”, “Something else”). Subscription queries go through Fin, the rests goes to a teammate. I’d like to open “Something else” to Fin AI too but I’d need to be able to tag the conversations properly to create usable data. What’s the best practices here? What have you found the most helpful?

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KelseaNew Participant
asked in Analyze Fin
What is considered a good Fin resolution rate?

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!

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Frederik Hofvander
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Ted NguyenNew Participant
asked in Analyze Fin
FIN CSAT score

Hi everyone!If you are using FIN as the chatbot, I’m curious about what is the current CSAT score of your FIN profile. Ours is currently ~50%, and we are not really sure if it’s a good one. Thanks!

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Nur Nahid
Super User ✨
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Arthur Van DykeNew Participant
asked in Analyze Fin
Snippet stats removed?

I noticed when I manage snippets I no longer see a count of how many times the snippet was used in a FIN answer. Is that stat appearing somewhere else now or was it removed for some specific reason? The use count for snippets was super helpful to show effectiveness and also to help justify cost for FIN. Thanks!

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Tommy Mains
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Bridget SicardNew Participant
posted in Analyze Fin
Is it possible to measure CSAT for tickets handled only by AI?

Hello Intercommunity! I have a question about Fin. I want to measure CSAT for CSAT handled by AI vs. handled by a human.  Question: Is it possible to see CSAT for conversations fully handled by AI?  Caveat: I know I can see overall CSAT, but I’d like to be able to measure CSAT for conversations fully handled by AI. This is the tab I am using to measure CSAT, and I can’t find a way to filter down to only conversations handled by AI.  

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