Hey everyone 👋
I'm curious how Intercom teams are handling something that seems to get harder as support volume grows.
How do you currently make sure that every message sent to a customer is safe and accurate whether it's written by a human agent or Fin?
A support agent might accidentally:
promise a refund they aren't authorized to give
give incorrect pricing or policy information
make a commitment the company can't honor
expose sensitive customer information
give inappropriate financial/medical advice
send something that creates a potential liability issue
And with AI handling more conversations, there can be hundreds or thousands of responses that nobody manually reviews.
Do you manually sample conversations, rely on CSAT/customer complaints, have a QA process, or are you monitoring them automatically?
I've been building ChatShield specifically for this: it connects to Intercom and monitors workspace conversations not just AI conversations to flag potentially risky messages so teams can review them.
I'm looking to speak with Intercom teams who deal with this problem. If this is something you're currently struggling with, I'd be happy to give you a quick look at how it works.