Hi!
My initial experience from Fin has been relatively good. Mostly Fin gets it right (great!) or didn’t have enough knowledge to answer the question → customer asked to talk to a human. Also an OK outcome.
What I struggle with are a number of cases where I have seen Fin give clearly an incorrect answer, which leads to the customer just abandoning the chat. So not answer the question Fin will ask whether it helped or they would like to speak to a person. As far as I understand, Intercom will declare this a success and charge us the Fin success fee because it didn’t lead to the customer having to speak to a person. This doesn’t feel right.
What has been your experience? Have you seen the same? Have you found a way around it?
