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FIN special directions for specific queries


Hi team,

I’m looking into the possibility on FIN collecting information when a customer starts a live chat, and sets the Conversational Attribute to a certain value (‘I want to make a manual booking’).

When this attribute has been selected, I’m envisioning that FIN will collect information from the customer and then pass over the compiled list of answers to an agent in the form of a ticket/a conversation, but with little need for the customer to reach out back and forth with the agent. 

For example:

  1. Customer starts chat
  2. Customer selects ‘I want to make a manual booking’.
  3. FIN answers, but because of Step 2, he has specific instructions to ask for the answers to a list of pre-determined questions (such as, ‘What is the name of the supplier, what dates, what room type, etc...’ 
  4. FIN then thanks the customer and says that this will be booked for them ASAP, and we will reach out if we need anything else.

For step 3, I am struggling to find where we would set up this list of questions that we know he needs to ask, but in a free format way (not like a form - which customers seem to hate). 

 

Thanks! Any suggestions would be great.

Best answer by Julian Murray

@SamLewin I think how this is done today is setting questions to ask the customer in a workflow but as you say, it will feel like a form. I’m not convinced you need to look outside of FIN for your solution though. Check out the help section covering the soon to be released Beta feature ‘Fin Guidance’. Looks like you can train FIN to ask follow up questions before handover to team based on certain scenarios, which would feel much for conversational and less like a form. This could be exactly what you need, maybe contact your account or product team to understand more about the feature release: https://www.intercom.com/help/en/articles/10210126-fin-guidance-beta 

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4 replies

  • New Participant
  • 2 replies
  • February 18, 2025

Hi, we use an AI tool to collect information and pass to human agent. I think it is pretty similar to your use case.


  • Author
  • New Participant
  • 1 reply
  • February 19, 2025

Are you able to share what the tool is and how you manage to get it to work? I’m very interested. :)


  • New Participant
  • 2 replies
  • February 19, 2025

We use https://aissist.io/ for our automation. I believe you can define a “manual booking” tag, and give the detailed instructions to the tag about what information to collect. Then AI should ask user for those information if the user wants to do a manual booking. 


Julian Murray
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  • Connector
  • 7 replies
  • Answer
  • February 21, 2025

@SamLewin I think how this is done today is setting questions to ask the customer in a workflow but as you say, it will feel like a form. I’m not convinced you need to look outside of FIN for your solution though. Check out the help section covering the soon to be released Beta feature ‘Fin Guidance’. Looks like you can train FIN to ask follow up questions before handover to team based on certain scenarios, which would feel much for conversational and less like a form. This could be exactly what you need, maybe contact your account or product team to understand more about the feature release: https://www.intercom.com/help/en/articles/10210126-fin-guidance-beta 


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