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What is your Fin success rate?


Just out of curiosity, what is everyone’s resolution rate with Fin?

We are just now implementing Fin AI for our bots and are trying to set realistic goals and expectations. 

Our manually created bots today deflect about 40-45% of chats without Fin, so hoping we can reach at least 60% deflection with Fin. 

10 replies

Tommy Mains
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  • Connector
  • 8 replies
  • January 14, 2025

Hi there, my numbers will just be for Fin by chat (we’ve turned email on and off).

Past 12 weeks

  • About 11,000 involved conversations
  • 67.4% Deflection
  • 66.1% Resolution
  • 1.3% Abandoned
  • 93% CSAT (512 ratings)

2024 

  • Over 43,000 involved conversations
  • 61.3% Deflection
  • 59.2% Resolution
  • 2.1 Abandoned
  • 93% CSAT (429 ratings — I enabled Fin CSAT late in Q4)

 

According to Intercom, Fin’s average resolution rate is 52%.


Frederik Hofvander

Hi! 

Past 12 weeks

  • About 31,000 involved conversations
  • 61.5%% Deflection
  • 58% Resolution
  • 3,5% Abandoned
  • 82,6% CSAT (2518 ratings)

Hope this helps! 


  • New Member
  • 0 replies
  • January 15, 2025

I don’t have specific metrics on my success rate in financial predictions or decisions, as I do not make investment choices. IDM Crack 


Graziela
Innovator ✨
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  • Innovator ✨
  • 43 replies
  • January 15, 2025

Yesterday our CSM showed us those numbers

 

 


Tommy Mains
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  • Connector
  • 8 replies
  • January 15, 2025

Thanks for sharing, Graziela! Any chance you have it in higher-res?


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  • Active User
  • 13 replies
  • January 16, 2025
Graziela wrote:

Yesterday our CSM showed us those numbers

 

 

How to calculate the accuracy rate? I doubt it can be 99.9%.


Tommy Mains
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  • Connector
  • 8 replies
  • January 16, 2025

Great question, ​@lifan. I’m also curious!


Tommy Mains
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  • Connector
  • 8 replies
  • January 16, 2025

@lifan, it looks like by “Accuracy Rate” they mean Fin’s ability to answer without hallucinating.


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  • Active User
  • 13 replies
  • January 17, 2025
Tommy Mains wrote:

@lifan, it looks like by “Accuracy Rate” they mean Fin’s ability to answer without hallucinating.

I am curious, how do they check if it is hallucinating, manually? Or there is some other AI tool for this?


Trevor
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  • Active User
  • 23 replies
  • January 17, 2025

In the latter half of 2024, we actually scaled Fin AI Agent back a little. But are starting to scale back up, and make it the first point of contact in our messenger again. 

In Q3 and Q4 2024 we only had a 27.6 involvement rate, and 46.8% resolution rate. 

In Q1 2025, we’re aiming for 50% resolution rate, and scaled up to 40% involvement rate. (Not currently using Fin AI Agent over email). And we’re doing this by using more custom answers, and basically forcing new messenger messages to interact with Fin AI Agent first, using a workflow. 

 


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