Our workflow is setup so that Fin’s initial response begins with an introductory message (something like “Hi, I’m Fin Support’s AI Agent….you can ask to talk to the team at anytime.” Currently this message is also sent when a ticket requires immediate escalation (e.g. inquiry indicates a deadline within the next Xhrs) followed by escalation messaging indicating the ticket is being routed to the team. It sounds odd and is aggrevating for customers to receive two separate ticket updates, one with simply an intro saying Hi, I’m Fin Support’s AI Agent….you can ask to talk to the team at anytime, immediately followed by “I’ve routed you to the team, help is on the way...”.
It has been suggested to remove the generic intro message however this is not viable, in the majority of tickets that are not escalated customer need to know they are communicating with an AI Agent and that they can request to get routed to the team.
Prior to the the last few weeks Fin used to validate escalations before sending the intro message so customers immediately received the “I’ve routed you to the team, help is on the way...” immeidately, no other genenric intro message.