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Answered

FIN not able to reply to "product" questions

  • October 2, 2023
  • 1 reply
  • 125 views

  • New Participant
  • 2 replies

We have a pretty big gap in FIN’s functionality, I’m wondering if others are having this issue in shops with more than one product (i.e. most shops).

FIN is not answering questions about products because it:

A) Never asks clients to clarify which product they mean when they say "product"

B) Doesn't use the context of the page they are on (which is typically the product they are talking about)

Most customers are asking questions like “Does this product XXX?” or “Does this product contain?”

They don’t write out the name of the product - as you would expect. But FIN isn’t coping with this, and replies with generic answers.

Best answer by Shauna

Hey @Damien 👋🏼 Shauna here from Support! 

Sorry to hear you’re not seeing the results you were hoping for so far with Fin. I’ve checked and can see that this feedback has been reported with our internal teams to review. 
I’d be happy to chat in more detail about further testing and results you see. Fin can be so powerful for providing great answers to your customers so I’m keen to help where I can to make sure this happens for you! 

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Shauna
Intercom Team
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  • Intercom Team
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  • Answer
  • October 6, 2023

Hey @Damien 👋🏼 Shauna here from Support! 

Sorry to hear you’re not seeing the results you were hoping for so far with Fin. I’ve checked and can see that this feedback has been reported with our internal teams to review. 
I’d be happy to chat in more detail about further testing and results you see. Fin can be so powerful for providing great answers to your customers so I’m keen to help where I can to make sure this happens for you! 


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