Fin Tips from Expert Users

📊  When Your Data Doesn’t Tell the TruthHow Fin’s AI Categorization Turned Messy Data into Clarity Every CX or ops leader knows the feeling. You pull up a report, and at first glance the numbers look fine. But something feels off. The story in the charts doesn’t line up with the reality on the floor. The problem isn’t the report—it’s the tags feeding it. When tagging is inconsistent, the data turns unreliable. And unreliable data makes reports lie. That was the bind this team found itself in. They needed to spot product issues early—like which models were most likely to crack, which parts kept showing up damaged or missing, or which shippers were the least reliable. With that kind of clarity, they could protect revenue, get ahead of problems, and spare customers unnecessary pain. But with inconsistent tags, they weren’t seeing the full picture. The pivot: Stop Wrestling with Tags. Start Tracking Reality 🔁 Here’s the move: instead of drafting yet another tagging framework with sprawli

Hey everyone — curious to learn from other teams here!We’re building out a Case Closure Data Model as part of our Intercom + Fin AI rollout, with the goal of turning every resolved ticket into AI-ready data for automation, prevention, and knowledge training.Our current thinking includes adding structured closure fields like: Technology / Sub-Technology Problem Code / Resolution Action / Root Cause Repeatability / Escalation / Customer Effort KB Linked The intent is to improve data quality, reduce “Other” categories, and help Fin identify repeatable automation candidates over time.I’d love to hear how others are approaching case hygiene at closure: Which closure fields have been most valuable for your AI or reporting goals? How do you balance structured data collection vs. agent friction? Have you seen any creative ways to tie closure data to Fin training or KB improvement? Any best practices, examples, or lessons learned would be hugely appreciated.— Lance 

Cross-post from other group, but…...Loads of new features, some AI capabilities complimenting/replacing legacy features and many terminology updates. The Intercom glossary is being updated daily, but after some recent Intercom partner training, felt it worthwhile to post some of our notes on the Intercom Lexicon for those that are new to the platform or about to explore Fin. Check it out here: https://www.journeymapper.net/blog/intercom-glossary-101