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Fin AI Agent

Intercom’s breakthrough AI chatbot, built on GPT-4

  • 57 Topics
  • 124 Replies
57 Topics
M
Milasin PetrovicNew Participant
asked in Fin AI Agent
Workflow: FinAI introduction is missing

Hello, The feature “Let Fin introduce itself” is only available in the Fin over Chat settings but it isn’t available in the FinAI configuration for workflow. It would be better to have this feature (even if it’s disabled by default) so that visitors/users know that they can ask a question.

614
Jacques Reynolds
Intercom Team
18 hours ago
Patrick H12
Patrick H12Connector
asked in Fin AI Agent
How do you train Fin AI to respond certain ways?

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

392
Graziela
Innovator ✨
4 days ago
M
Muntadher AlabdalyNew Participant
asked in Fin AI Agent
Adding context to fin

1- I want away to add context to fin, more of general guidance of how to best reply; stuff like:Your answer has to be no longer than x lines. Avoid using the following terms. Avoid adding resources to the end of the msg.2- Also, my fin is taking to long to answer, how can I fix it? 

251
Graziela
Innovator ✨
4 days ago
H
Harry GardnerNew Participant
asked in Fin AI Agent
Advice Needed: Improving Fin AI Responses to Vague Queries

Hi there,We’ve implemented Fin AI (Chat and Email) on our support desk, and it’s been fantastic so far—it’s doing a great job handling first-line queries! 😊However, we’ve noticed a challenge when a customer submits a vague message. Fin will respond with technically correct information, but it’s often not relevant to what the customer truly needs.I’m wondering if it’s possible to improve this by getting Fin to ask clarifying questions before responding. I’ve been advised to set up a new workflow where specific vague questions prompt Fin to ask follow-ups, but trying to predict and account for all the potential vague queries customers might come up with feels inefficient.Is there a better way to manage this? Any advice or insights you could share would be hugely appreciated!Thanks so much

574
John Pjontek
8 days ago
T
Tom AdlerNew Participant
asked in Fin AI Agent
Ingesting large amount of questions for Fin to surface answers with.

I have a CSV list of 5000+ frequently asked sales tax questions and their corresponding answers. I would like intercom to ingest these questions surface the answer to customers. I would also like to be able to update these questions quickly over time as the answer changes. What is the easiest to ingest these into intercom? Should I use something like Confluence instead of CSV? Any advice? 

915
T
10 days ago
T
TrietNew Participant
asked in Fin AI Agent
react-use-intercom use in nextjs project but only show on safari and desktop, hide on other mobile device with other browsers.

Hello, I tried to use react-use-intercom in my nextjs project, everything works fine on desktop, safari but the chat hides on other browsers when using mobile devices. Please help me fix the issue. Thanks!

441
Emilygav
Intercom Team
14 days ago
K
KelseaNew Participant
asked in Fin AI Agent
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!

5244
Frederik Hofvander
16 days ago
T
Ted NguyenNew Participant
asked in Fin AI Agent
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!

32611
Nur Nahid
Super User ✨
28 days ago
J
Jihan JavierNew Participant
asked in Fin AI Agent
Train FIN for more scenario based questions?

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions. 

651
Graziela
Innovator ✨
29 days ago
M
Milasin PetrovicNew Participant
asked in Fin AI Agent
Workflow: FinAI introduction is missing

Idea created:  

351
Nur Nahid
Super User ✨
1 month ago
C
Crystal HornNew Participant
asked in Fin AI Agent
Fin didn't initially answer

We’re testing out Fin, and for one of our chat conversations, Fin didn’t provide an answer immediately. The customer sent another message an hour later, and then Fin replied. Fin greeted the customer in the widget just fine prior to the initial customer message.Any ideas on what would cause a delay? Could it be customer environment? Or an occasional glitch in Fin? 

261
Emilygav
Intercom Team
1 month ago
A
Arthur Van DykeNew Participant
asked in Fin AI Agent
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? 

602
Nur Nahid
Super User ✨
1 month ago
A
AntoonNew Participant
asked in Fin AI Agent
Fin AI -> Strip Payment link -> Agent. Fin AI is not sending back payment link from stripe

Objective: Set up Fin AI to transition the conversation to a human agent, but only after the user completes a payment through Stripe.I've created a custom action for Stripe that connects to Fin, initiating a Stripe payment intent. The payment link is successfully generated and appears in the logs, but Fin doesn’t display the link to the user in the chat.Question: How can I configure Fin to send this Stripe payment link directly to the user within the chat? Then, check if the payment status is successful and if it is only then transition user to help desk agent?

171
bernice
Intercom Team
1 month ago
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Emma McKenzieNew Participant
asked in Fin AI Agent
Integrating intercom/Fin and help articles with our software

Hi everyone! We are wanting to integrate intercom with our own software, where information and answers using FIN and our help articles are feed into our product using AI. We report data to our customers and want a way to pair the data presented with information from our help center (when relevant). Perhaps ambitious.. But wondering if anyone has created more indepth integrations with their software in the back end? Thanks in advance for your help!

421
Nathan Sudds
Expert User ✨
2 months ago
A
Arthur Van DykeNew Participant
asked in Fin AI Agent
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!

1012
Thomas M12
4 months ago
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david togamiNew Participant
asked in Fin AI Agent
FIN & Articles with Target Audience Rules

How I can get FIN to include information in its knowledge sources based on articles with Target Audience rules turned on?The scenario is that we have some articles in our HelpCenter that we want to restrict to certain groups of users. However when check the FIN knowledge base, none of the articles that I have Target Audience rules on appear here. Is there a way to add them to the knowledge base?

341
Nathan Sudds
Expert User ✨
4 months ago
H
Henrik LeneriusNew Participant
asked in Fin AI Agent
How to avoid Fin trying to offer solutions to marketing emails and other spam?

We’re trying out Fin for email conversations. One issue that I imagine is not unique to us is that we get quite a lot of marketing mails to our support@ and hello@ emails. And now when we do, Fin treats that as a customer needing some help. I’m not sure this is a huge issue, other than the fact that Intercom will charge us for each such case since the Fin response will go unanswered and eventually he’ll close the case and considered it “assumed resolved” 💸Has anyone figured out a good way to manage this kind of inbound “spam” that ends up with Fin?

1031
L
5 months ago
A
AudreyNew Participant
asked in Fin AI Agent
Is there a way to prevent Fin AI from stating "Contact Support" when the customer is already writing in?

Our help center content often tells customers to contact support directly. However, when customers are writing in, Fin is pulling in that recommendation even though they are already in contact with Support. It is a bit redundant since they are already contacting support. Any recommendations on how to handle this? Can we block Fin from stating that at all? 

761
aykut.aydin
Employee
5 months ago
T
Tori RochlenNew Participant
asked in Fin AI Agent
Manage Snippet Audiences

I’d like to be able to assign a certain collection of Snippets to only be offered for specific audiences/those with specific user tags, much like we are able to set view rules for Help Center articles.  Is this possible for Snippets, or in the works?

491
E
Intercom Team
6 months ago
M
MenghaiNew Participant
asked in Fin AI Agent
Import external content has not responded for a long time

I tried to import external content in the Fin AI Agent--Overview interface, but it has not been completed since yesterday, and the prompt "Importing content, please wait..."The URL provided is the top-level domain The URL is public 

511
mateusz.leszkiewicz
Intercom Team
6 months ago
Pro Backup
Pro BackupNew Participant
asked in Fin AI Agent
Give AI Fin user specific context

Before Fin AI starts drafting their response I want to give a short text input likeThis user is on the {plan} price plan with the following quotas: x seats, y integrations, ...they are using custom features: {a}, {b}, {c}Relevant metrics- metric_1: value_1- metric_2: value_2- ... so that the chatbot can give a much more contextual answer. This feels like low hanging AI fruit to get a much better answer. (ideally it also looks at some whitelisted custom data attributes (CDAs) / user tags)As far as I know this functionality does not exist.My proposal is to inject this via the javascript ( https://developers.intercom.com/installing-intercom/web/methods/#intercomboot-intercomsettings ) or via the backend REST API (for example via CDAs)Alternatively:  I could define a private help article that is scoped only to this person? (via https://www.intercom.com/help/en/articles/2982784-control-who-can-see-your-articles ).  But this really feels like a hack and not sure if it will be picked up by fu

2243
E
Intercom Team
6 months ago
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Luka DujmovicNew Participant
asked in Fin AI Agent
Fin asking troubleshooting follow-up questions

Dear Team, I have a specific question related to Fin troubleshooting capabilities.  Is there a reliable/recommended way to make Fin ask follow-up questions to user queries? For example, there might be a Help Center article for login issues that might involve several sequential steps (some of them are not always relevant), or we might have 2 different versions of a similar product, and the correct answer might depend on the version of it the user is using (let’s say instructions 1 are for a red version, instructions 2 are for a blue version). How can we make Fin ask a relevant question (is it option 1 or 2, have you already tried this or that) without providing general answers that might be too wordy? Is there a way to obtain these results directly with Fin and content optimization without complicated workflow setups? Thank you! 

852
mateusz.leszkiewicz
Intercom Team
7 months ago
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Laurent MalkaNew Participant
asked in Fin AI Agent
how can we include beamer feature requests in Fin AI?

What is the best way to feed FIN AI with Beamer feature requests?  foe example, lead comes in and asks for a feature that is under development.  Unless fin knows about the request, the answer will lead to a conversation.what I am trying to achieve is to streamline the conversation with additional context to increase engagement, conversion and retention.    

411
Jacob Cox
Intercom Team
7 months ago
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thisisntjonNew Participant
asked in Fin AI Agent
Leveraging FIN for Analyzing Large Sets of Emails That Aren't in Intercom

Hello,I am lucky enough to be sitting on a lot of emails around 100,000 from conversations that we have had through email. My main goal is to figure out how we've been solving our customers' problems. I’m thinking about using FIN to help make sense of all this data and hopefully teach it to understand how we resolve different issues so that it can make suggestions and learn.I am wondering if anyone has attempted to feed FIN conversations and how that has worked out or if there is a better way of doing this. I may just take the previous year’s worth of emails and attempt to upload as a PDF. I know this data is useful.I have been looking for a way to import the conversations into Intercom but it does not seem possible. If anyone has been in this situation before I would love to hear how you tackled it.I’m really open to suggestions on how to pull this off or if there’s a better way I haven’t thought of.Thanks,Jon

491
aykut.aydin
Employee
8 months ago
G
Gideon TNew Participant
asked in Fin AI Agent
Can Fin perform actions based on the user?

Can Fin AI bot authenticate a user and allow the user to perform certain actions specific to the user?  I’ve explored custom objects and actions but it seems to me that anyone using the Fin AI chatbot would be able to ask questions related to it. For example: Retrieving order info, requesting refunds, listing all my orders/products specific to the logged in user. Thanks 

1293
mateusz.leszkiewicz
Intercom Team
8 months ago
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