We are a SaaS environment where FIN supports two separate products that are able to be connected to one another. We are working with audience content targeting and other documentation flows and guidance to ensure the proper resources and content are sourced for the correct inquiries. We’ve also had issues where changes were implemented before we were able to ALL sourced content updated, and instruction was given that couldn’t be followed.
Has anyone come up with a way to track conversations that specifically are giving information the customer is unable to follow?
Current Idea going over this afternoon is to make an attribute, and have the key words and things often asked include “its not there” “i’m unable to do that” “that is missing for me” and other example statements we’ve seen in chat, and have that be a specific attribute used in an escalation guidance, and get those customers to reps to verify their environment. But would also then be able to get reporting on that guidance being used.
Any other ideas or flows for tracking instructions that cant be followed by the client are welcome. Wanting to be able to more easily find those conversations as they are happening in order to determine the right pathway to address, be it finding and correcting documentation, or including guidance for resources as needed.
Anyone come up with a way to get a report on when FIN answers incorrectly to an inquiry or provides inapplicable instructions?
Best answer by Nathan Sudds
Firing off some questions like the one you have here would give you some responses right away and you can prompt it to give you direct links to the conversations mentioned and even make a chart of the top issues to report to the team etc.
It’s a very powerful tool to tap into, Fin Attributes might be interesting as well like you mentioned to give you something to track down -- I think you’ll also find that reviewing your lowest CX score items and abandoned conversations.
Hope this helps!
+8
Firing off some questions like the one you have here would give you some responses right away and you can prompt it to give you direct links to the conversations mentioned and even make a chart of the top issues to report to the team etc.
It’s a very powerful tool to tap into, Fin Attributes might be interesting as well like you mentioned to give you something to track down -- I think you’ll also find that reviewing your lowest CX score items and abandoned conversations.
Hope this helps!
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