Would love to see Intercom add a Quality Management tool (similar to EvaluAgent, MaestroQA, Scorebuddy, Balto, etc.) using the power of Fin. All the key features of a tool like this such as Quality Standards/Attribute creation, Manual Scorecards, Reporting, Calibration, etc. but with the ability to train fin on the standards and forms to do auto scoring to the standards. This could be incredibly powerful when combined with the CX score...tells the story from the voice of the customer (CX) and from the voice of the business (QA).
Submitted
Native Quality Tool
+3+1 to this, but at least having the first step would also be useful. For example, having the ability to analyze if the information provided by an agent is correct/incorrect/partially incorrect when comparing it with the Fin KB (public and internal articles, snippets, etc.).
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