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Ask the Intercom Team about Fin

  • 11 Topics
  • 69 Replies
bosbeest
bosbeestConnector
Fin's flawed assumed resolved & pricing design

Hi everyone, I'd like to get your two cents on the way Fin handles “assuming” it resolved an issue at the moment. Sorry for the essay 😅 TL;DR: Fin assumes it has resolved an issue when you step in before a customers presses “Speak to Human”. I do this when Fin is completely wrong and I want to help the customer ASAP as they're in big trouble and I can help them out of it quickly. My situation: I work a company which makes photography hardware for event venues, museums, theme parks, etc. with which you can take a picture, replace backgrounds with themed ones (Friends, Harry Potter, F1, Bluey, etc.) and print them on location. Our system works on our inhouse SaaS platform. Locations that use our hardware are often so packed that there are long queues to take a pic. Supporting customers: When something goes wrong, hardware or software related, people on location instantly start “losing” money and they're stressed about it. Unsatisfied queues of visitors make the situation worse. When the

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bosbeest
Annica Lin
Annica LinNew Participant
How to auto tag email and FIN's conversation with our internal tags or keywords?

Hi, Happy Satuarday! We created about 240 tags. For now, we rely on our support to manually tag email conversation and FIN customers but it’s very time consuming. For email, found this but it’s outdated. Do you have a new way to auto-tag email with our internal 240 tags. Source: Under Settings > Inbox Automation you will find Inbox Rules. From here, you can create a new rule to tag a conversation if it contains certain keywords. When creating a new rule, select the event "A customer sends any reply". Then, in the conditions for your rule, select Message Content, and define the keywords you want this rule to target. Then, choose the action Tag conversation. Save your rule, and you're good to go! It would be great to also apply those 240 tags to both FIN and email. Please help! Thanks!

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conor
Innovator ✨
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Anthony MillerNew Participant
Using FIN during a limited amount of hours

I only want to use FIN during a certain time of the day, when our staffing levels are lower than the day shift. Is this something I can do, or is it an “always on proposition”? *EDIT* Found it. You can absolutely set up FIN to run only during certain hours. It is under the profiles. Thanks intercom support!

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mateusz.leszkiewicz
Intercom Team
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NeilNew Participant
Thoughts on Fin Pricing?

Hi all - I’m curious to know if Fin’s pricing is in line with the expectations that everyone had. Our thoughts are the following: $1.90 per resolution is only slightly better than we achieve with current support stack (custom bots > offshore support > onshore support) The fact that pricing doesn’t scale with volume doesn’t seem aligned with growth and increased adoption of the product. Curious to know what others think, thanks!

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Graziela
Innovator ✨
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Henrik LeneriusNew Participant
How many conversations before you can start optimize Fin?

I’ve had this message from “Phil” since we started using Fin. Can someone give some indication on how many conversations Fin have to be involved in before we can start to work with this? I would like to spend more of the team’s time on improving Fin (vs. just solving tickets themselves), but I struggle a bit to find practical and valuable ways to do so and this seems to be a possible avenue...

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bernice
Intercom Team
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Henrik LeneriusNew Participant
Leveraging Fin for email channel - manageable workarounds?

Hi there! We are starting out our usage of Fin pretty conservatively. Our approach is to only enable Fin outside of our open hours. This way the customer doesn’t have “much too lose” by giving Fin a chance as worst case they don’t get relevant help but they wouldn’t have a chance to speak to human until tomorrow anyways. My problem with this approach is that we only have about 25% new conversations starting through chat, and 75% from emails. So the potential impact of Fin is pretty limited. Understanding that Fin can’t be enabled in the email channel (yet), I was thinking about workarounds. One option that I considered was to have a reply in the workflow for emails coming in outside work hours, where I tell the customer something like “we’re currently closed. But if you go to <url of web app> you can chat with Fin who might be able to help you out immediately”. Where I think this becomes a problem is that if the customer go to the web and tries to send a message through the web interfa

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Henrik LeneriusNew Participant
How to decide between snippets and custom answers?

I’m trying to share with my team how we can improve the Fin performance over time. Obviously, making sure Fin has access to great answers for the most commonly asked questions is a top priority. So, let’s say you have a very common question that you want to ensure Fin can give a good answer to. When do you opt for creating a custom answer and when do you pick a snippet? I think I have a fairly good idea of the basic functionality of the two options from reading the Intercom documentation, but I still struggle to say when to go for which option… Happy for any best practice advice here!

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Beth-Ann
Employee
Luka Dujmovic
Luka DujmovicConnector
Fin unresolved conversation analysis and optimization in bulk

Hello everyone, I was wondering how Intercom users and the Intercom Team themselves are analyzing and working on optimizations to obtain higher Fin resolution rates and CSAT. Some of these actions might include: The Optimize tab in AI chatbot -> Overview -> Optimize. The available Reports (Fin answer resolution rate, Fin unresolved conversation topics, Fin CSAT score, etc.) Analyzing and updating Help Center content and snippets What are your experiences and best practices to doing so in bulk? Are there any recommended features to use for such purposes in the product itself? Can Fin be leveraged (if not now, in the future) to analyze its own unresolved conversations and provide optimization recommendations? For now, I have only encountered external AI-based data analysis tools that could perform such analysis in bulk (let’s say I want to analyze all bot-unresolved conversations in the last quarter, there could be thousands of them). Another way to go is also manual analysis, but that c

2893
Fred Walton
Employee
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Chris C11Active User
Supporting multiple products with Fin

Our company has 4 products and each product has a separate section in the support site. We’re finding that Fin is looking at all the articles and is providing bad advice.For example, the login process is different for each app. If a user says “I’m having trouble logging in” Fin gives them advice from an article on the wrong product.To resolve this I’d like to see Fin prompt the user for the product they need help with and then restrict Fin to only use articles in that product section to generate feedback content.

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A
Astrato design teamNew Participant
My video embed does not show up on my post when I go live

When I go live with my post, my embedded video does not display at all. It works fine when I edit it in draft mode and plays perfectly. Why is this happening? It is also under 10mb so fits within the size specs recommended.

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Shauna
Intercom Team
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Ian BroomNew Participant
Fin demo won't import support site

Hi Our support site is fairly standard and uses wordpress but Fin won’t import it. https://help.fliplet.com/ any idea why? I also tried https://help.fliplet.com/help-center/ but that failed as well. We’d love to be preparing ourselves when Fin becomes available. It worked successfully on our dev documentation at developers.Fliplet.com so I am wondering what is wrong with the above site.

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M
Employee

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