Skip to main content

Hey everyone,

We recently changed the way we provide support to our users. We provide ticket support to Free Subscription users and Chat Support to our Paid users.

What we did is that we created two workflows for each type of users but we wanted to keep Fin AI as a first instance of support because we have around 30 % resolution rate.

So we have two similar workflows with the only difference that in one we are converting the chats to tickets automatically. They look like this.

 

 

However, now we are facing an issue where a lot of users are abusing the bot by typing “Speak to human”, “Talk to agent” or similar which leads to a scenario where the bot is bypassing the workflows and it’s directly transferring this to a Customer Support agent which is not intended. In the workflows we have different paths where we use tagging and this bypass of the workflows is breaking the data.

Here are some examples that I can show:

  1. User is typing “Agent please”, the AI is completely ignoring the workflow, asks for more info and transferring to a human being. Instead, this should be converted to a ticket because it’s a free subscription user. Because of bypassing the workflow, we also don’t tag and collect data on the type of the request;

 

  1. Here we have the same scenario:

 

 

I was advised by the Customer Support team at Intercom that this is intended behavior, AI is sometimes unpredictable(which is a shame in my opinion) and that there is no workaround.

However, because of this we are unable to build a proper Support strategy, conception and configuration if we are unsure how it works and if it's too unpredictable.

I would love to hear your thoughts, if any has any ideas or a solution.

@Plamen Hristanov  this is a very interesting use case, I'd be interested to jump on a call and see if we could find any solutions that work for you. 

 

My first thought is that maybe there's a way to route these differently if you can get Fin and the workflows to understand the logic of Free users vs Paid users even after it's subverted an original workflow but I'm not sure.

 

Feels like an interesting puzzle to try and solve, my calendar link is in my signature below if you want to find a time to connect. 

 

I think Fin seems to be very consistent in key ways but this may not be a common use case that the team has explored yet and we could provide some feedback after exploring more to improve on it. 

 

The same issue happens with phone services there's an escape hatch by saying agent which usually gets you out of workflows and over to a human because it can be helpful when things aren't working correctly and you don't want customers to get stuck in a loop.

 

Looking forward to connecting. 

Hey @Nathan Sudds ,

Thanks for the reply.

I understand the logic behind this. Like if you are getting stuck, etc. but our workflows are quite simple. 

It also depends on the user-base that you have. I am willing to believe because I am observing this is that huge part of our user-base is preferring to abuse the workflows and bypass the steps, rather than go through them. So it would be great to find a workaround or a solution.

Cheers

Reply


Terms & ConditionsCookie settings