We use an external AI software to tag and escalate conversations… this means we’re linking Intercom to that external software.
We’d like to see conversations auto tag based on machine learning from Fin and keep it all within the Intercom ecosystem
Along these lines, we’d like to import our NPS data into Intercom so then the tagging can happen on the feedback as well.
For HIPAA compliance, we track feedback from NPS pretty closely, especially in the (extremely rare) case a customer reports an injury - because we need to document that accordingly for FDA purposes.
Having Fin be able to 1) tag an interaction based on machine learning from our interactions and then 2) have a workflow where if a certain tag is used, an action happens like automatically filing a back-office ticket