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[Q&A] FIN AI Resolution rate vs. FIN AI Resolution (filtered "Team currently assigned")

  • February 25, 2025
  • 1 reply
  • 11 views

Hi all,

 

I’m new here and trying to improve the FIN AI resolution rate. However, I would like to understand why the extracted data is always shows 0% or not higher than 2% if FIN AI Resolution rate is filtered with "Team currently assigned" but shows 27% for FIN AI Resolution rate of the company

 

We do have our CS team across countries using Intercom chat. As the extracted data, there are two resolution rates that we’re looking at

1.) FIN AI resolution rate of company as a whole

2.) FIN AI resolution rate with filtered “Team currently assigned” each countries’ CS team

 

However, the data extracted are always different. For an example, latest company FIN AI resolution rate is 27% but if I filtered the FIN AI resolution rate with “Team currently assigned” and see data of CS team in each countries. The data always show as 0% and never higher than 2%

 

Would anyone have an explanation about this please that why it is different? I’ve read about the definition in Intercom but still unsure if my thoughts are correct

 

Your guidance would be really appreciate and helpful

 

Thank you!

Best answer by Jacques Reynolds

Hey ​@Ploy Teansuwan 👋 Jacques here from Intercom Support. I hope all is well today!

I think this discrepancy in the FIN AI resolution rate when filtered by "Team currently assigned" compared to the overall company rate can be attributed to how these metrics are calculated. The overall FIN AI resolution rate includes all conversations where the AI was involved, regardless of whether a teammate later intervened. This means that even if a teammate joins the conversation after the AI has provided a resolution, it still counts towards the resolution rate.

When you filter by "Team currently assigned," the metric likely excludes conversations where teammates were involved, focusing only on those resolved solely by the AI. This can result in a lower resolution rate, as it does not account for cases where teammates contributed to the resolution.

If things still aren’t making sense, I’d recommend reaching out to our support team and providing links to the reports/pages you’re referring to so they can do some deeper troubleshooting.

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Jacques Reynolds
Intercom Team
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Hey ​@Ploy Teansuwan 👋 Jacques here from Intercom Support. I hope all is well today!

I think this discrepancy in the FIN AI resolution rate when filtered by "Team currently assigned" compared to the overall company rate can be attributed to how these metrics are calculated. The overall FIN AI resolution rate includes all conversations where the AI was involved, regardless of whether a teammate later intervened. This means that even if a teammate joins the conversation after the AI has provided a resolution, it still counts towards the resolution rate.

When you filter by "Team currently assigned," the metric likely excludes conversations where teammates were involved, focusing only on those resolved solely by the AI. This can result in a lower resolution rate, as it does not account for cases where teammates contributed to the resolution.

If things still aren’t making sense, I’d recommend reaching out to our support team and providing links to the reports/pages you’re referring to so they can do some deeper troubleshooting.


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