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[Q&A] FIN AI vs. Chatbot

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Hello team!

 

This maybe very normal question. Just would like to understand what are the differences between FIN AI and Chatbot please? In terms of how it can help to support customer service team

 

We are looking to improve percentage of conversations which resolved by FIN AI. Also, percentage of improvement for conversations which closed by Chatbot as attached picture. To start with, I would like to get more understandings on how Chatbot can help the team to close conversation different from FIN AI please?

 

Saw that percentage in report between FIN AI and Chatbot are separated. So I assumed that the way they work in the system on conversations are different?

 

Moreover, if you have any suggestions/real practices about Intercom Chatbot improvement would you mind help to suggest. That would be really helpful on my end!

 

Really appreciated :) Thank you in advance!

 

Ploy

Best answer by Shaq Payne

Hey Ploy, Shaq here with the Support Engineering team based in Chicago👋!

 

I think this guide should would be useful to you: https://www.intercom.com/help/en/articles/7022438-reporting-metrics-attributes

 

It breaks downs metrics shown in reporting: 

 

 

Chatbots are any bot workflows that do not include the AI agent. To boost your chatbot's success rate, consider these strategies:

 

1. Analyze your chat conversations to identify high-volume topics or specific customer segments to focus on and see where you can add more chatbot functionality to support users. For example Custom Actions(https://www.intercom.com/help/en/articles/6298278-custom-actions-and-objects-explained. Regularly evaluate and improve your chatbot's performance by monitoring metrics like support volume, CSAT, and first response times. 

2. Train your chatbot with relevant content. Ensure you've enabled and updated content covering frequently asked queries.

3. Implement smart suggestions(https://www.intercom.com/help/en/articles/7872881-let-users-help-themselves-with-smart-suggestions?q=custom+actions). This feature can suggest relevant Help Center articles to users, potentially resolving issues without human intervention.

4. Customize your chatbot's personality to match your brand. Tailor its tone of voice, answer length, and greeting to set appropriate expectations.

 

I hope this help! Let me know if you have need any clarification😊.  

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Shaq Payne
Intercom Team
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  • Shaq PayneIntercom Team
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  • March 24, 2025

Hey Ploy, Shaq here with the Support Engineering team based in Chicago👋!

 

I think this guide should would be useful to you: https://www.intercom.com/help/en/articles/7022438-reporting-metrics-attributes

 

It breaks downs metrics shown in reporting: 

 

 

Chatbots are any bot workflows that do not include the AI agent. To boost your chatbot's success rate, consider these strategies:

 

1. Analyze your chat conversations to identify high-volume topics or specific customer segments to focus on and see where you can add more chatbot functionality to support users. For example Custom Actions(https://www.intercom.com/help/en/articles/6298278-custom-actions-and-objects-explained. Regularly evaluate and improve your chatbot's performance by monitoring metrics like support volume, CSAT, and first response times. 

2. Train your chatbot with relevant content. Ensure you've enabled and updated content covering frequently asked queries.

3. Implement smart suggestions(https://www.intercom.com/help/en/articles/7872881-let-users-help-themselves-with-smart-suggestions?q=custom+actions). This feature can suggest relevant Help Center articles to users, potentially resolving issues without human intervention.

4. Customize your chatbot's personality to match your brand. Tailor its tone of voice, answer length, and greeting to set appropriate expectations.

 

I hope this help! Let me know if you have need any clarification😊.  

Julian Murray
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    Ploy Teansuwan
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  • Ploy Teansuwan
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  • March 26, 2025

Thank you very much for your guidance Shaq! 

These really helpful. I will check it out and try to improve the percentage with these methods😊

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