Utilizing FinAI for known bugs impacting our software | Community
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We utilize Fin as the first line of defense in supporting our software. I’d like to explore having Fin handle chats related to known bugs/issues. Right now, a user will message saying “I’m experiencing XYZ issue” and Fin will go through the normal troubleshooting steps. Ultimately these chats often get routed to a human agent who then lets the user know we are aware of the issue and working on a resolution. Users are often annoyed that they had to go through the process of explaining the issue to Fin just to find out we knew there was an issue. Sometimes these issues only impact a small subject of our user base so we don’t want to widely exclaim that there is an issue. 

Thoughts/Questions:

  • Best way to implement something like this - I’m curious if we can utilize the Content and Sources (beta) section under Guidance?
  • Best way to track these conversations - we track these reports so we can reach back out to the user once the issue is resolved. Ideally, these conversations would be assigned to a specific Team Inbox
    • Can this be achieved with guidance alone or would we need to utilize a workflow? 

Any information would be greatly appreciated! Thank you!

 

Hi ​@lferguson Paul here from support engineering to help you out 🤝 

You can make Fin gracefully short-circuit “known issue” chats by giving it a tightly scoped incident source to quote from, and using a workflow to detect affected users and route/track those conversations. Guidance “Content & Sources (beta)” is perfect for the language Fin should use, but you’ll pair it with a Workflow for audience checks, tagging, assignment, and follow-ups. Tracking is cleanest with Tickets (one ticket per incident) so you can bulk-notify everyone once the fix ships.

https://www.intercom.com/help/en/articles/10210126-provide-fin-ai-agent-with-specific-guidance

 

Like Paul is suggesting, we use Tracker Tickets to keep track of specific known issues, to update all customers when the issue is resolved, or updated. I haven’t played with the Content & Sources, but I did (for a time) create a snippet for every known issue we had. This didn’t scale and wasn’t helpful in the long run, so I think being able to guide fin on when to escalate would be good. 

It’s also maybe a feature request, that Fin Knowledge could expand to current Tracker Tickets in Intercom. So Fin is aware of all active tracker tickets, and could be guided that “If a customer reports something that matches the description of an active Tracker Ticket, escalate that to a human agent.” This could scale wonderfully in practice. 

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