Article Effectiveness in Deflection of Support Tickets | Community
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Hey there, 

Anyone have advice on how to track:

• Monthly deflection count by AI using an article (ie. user opens chat, gets AI suggestion for article, doesn't open a support ticket).
• CSAT for deflected cases (where a human wasn't needed) vs cases that result in a ticket where a human needed to get involved.

Any help is appreciated.

Hi Erin, are you looking for more detailed brake down of content performance each month? Have you seen the ‘Fin AI agent content performance’ report on the performance page for Fin under ‘Analyze’ heading? There’s also new navigation for Fin overviewing all the latest features and where to find things here: https://www.intercom.com/help/en/articles/10742658-new-navigation-for-fin-in-intercom and a good reporting summary for Fin here: https://www.intercom.com/help/en/articles/7837533-fin-ai-agent-reporting . Maybe you have tried all the standard insights and are looking for something a little more custom? Drop me a line if you want to discuss. Julian. 

Hey Julian, are you able to create the two reports I’ve outlined above?

​@Erin_C if you would like to discuss objective here for these reports and best way to achieve. Feel free to book a free 30 min advisory session here: https://www.journeymapper.net/contact 

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