Some tips I can give you

• Update the knowledge base to clearly differentiate when a task is self-serviceable versus requiring support. Use tags or sections that indicate actionable steps for the user.
• Improving Fin’s snippets breaking content in small sections
• To ensure that FIN doesn’t keep suggesting contacting support, it’s important to have a well-defined workflow indicating when to escalate to support. Additionally, you should customize the message that FIN will send
• Regarding the language, I tried going to Settings > Workspace > General to check the options, and unfortunately, I didn’t see Australian registered. This might be an opportunity to provide product feedback

.(sorry this was a wrong post

Hi ​@Patrick H12, I’m going to give these questions a shot:

Q: It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?)

A: My hunch is that Fin is pulling this line from your existing content. In the conversations where Fin has said something like this, check the content sources it pulled from and see if that’s the culprit.

Q: 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. 

A: This is a tough one. I would try writing a document that explicitly states how the name of your company (and other pertinent info) is spelled and punctuated and upload that as a PDF for Fin in the Knowledge tool. Perhaps there’s a way to signal to Fin that this document is a primary source for your company.

Q: 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?

A: This sounds like a Workflow or Custom Answer solution. You could create a Workflow that triggers when the user begins a message with the pattern you’re noticing (the Message Content filter). Then, the next step can be either asking the user to clarify the record name or provide custom reply buttons (Custom Answer feature).

Q: 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 replying to users (note: our customer can be identified by domain name).

A: My gut here says to create multiple audiences for each language variation. You could have an “Australia” audience with all your content written with the language variations necessary. You would need to tag your users as well.

Q: It’s pulling info from seemingly unrelated articles and making up wrong answers or giving inaccurate information in some cases. 

A: The quickest way to fix this would be to click the Improve Answer button while reviewing conversations and create Snippets that correct Fin’s answer. The long-term solution is more and more accurate content for Fin to work with. You don’t need to word your Snippets perfectly, just make sure they’re accurate; Fin will reword them for the customer.

Hi ​@Patrick H12 , just wondering are you able to improve your Fin according to the tips? Do you mind share your experience?