As teammates now work alongside Fin AI Agent and Chatbots, measuring customer satisfaction across all forms of support is increasingly important.
With this update, you can collect and report on CSAT ratings for your Chatbots (Workflows), just as you can for your teammates and Fin AI Agent.
Collecting CSAT ratings for Chatbots will give you a comprehensive view of customer satisfaction, enabling you to track changes over time and pinpoint areas for improvement.
With Fin AI Agent, you are now able to choose to collect more information when a customer asks to speak to the team.
When collecting more information Fin may also provide an additional answerâincreasing the likelihood of a self-serve resolution. The extra information will also provide more context when the conversation is handed off to a teammateâimproving agent efficiency and effectiveness.
Insider knowledge đ Before launch we tested this feature extensivelyâobserving an increase in answer rate, confirmed resolutions, and CSAT.
We have made two new improvements to Custom Answers.
We have introduced a new answer ending type to Custom Answers â âEnd answerâ, which allows you to simply end the Custom Answer, rather than passing the conversation to a teammate, creating a ticket or ending the conversation.
With this, you can:
Custom Answers are a great way of guiding your customers through troubleshooting. With this new improvement, you can enable Fin to do more complex troubleshooting for specific topics or issues.
We have also improved the matching system behind Custom Answers, meaning that Custom Answers only get triggered when needed. This has improved the precision of Custom Answers whilst increasing Finâs AI Answer rate, resulting in a proved increase in the overall Resolution Rate for all customers using Custom Answers as a standalone or alongside AI Answers.
We have introduced two new improvements to language detection for our automation products â Fin AI and Workflows.
These improvements ensure your customers receive a consistent end-to-end support experience in the correct language.
Email support still dominates for a lot of customer service teams. Itâs an essential channel but email conversations lead to slower resolutions for customers and increased workloads for teammates when compared with synchronous channels like Live Chat. With our latest update to Fin AI Agent, customers can now get instant responses to their emails, right to their inbox.
Resolve more conversations, spend less time answering emails, and increase customer satisfaction by providing your email customers with instant resolutions with Fin AI Agent. The seamless AI Agent-to-teammate handover will ensure that only more complex issues reach your agents.
This latest update is all about enhancing how you visualize and interpret your data.
Ready to explore these new features today? They are now available in your Custom Reports Chart Builder.
Tell us what you think & help us further improve our reporting features â access the survey link directly within the feature.
Introducing a new method to quickly get started with Intercom Messenger.
You can now install the Messenger on your website using our official NPM package which integrates with all common Javascript web frameworks, reducing your overall setup time. â¨
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View more information on the Developer Hub.
The âTriage customers before Finâ template makes it easier than ever to enable Fin to answer a customer's question while ensuring more complex queriesâsuch as filing bug reports or requesting new featuresâget turned into a ticket for your team to action before Fin steps in.
How to get started
Start by creating a new workflow, and select the new template:
Click on "Use this template":
Your template will open in the Workflow builder where you can make any desired adjustments before setting Fin live.
We've just released a small improvement to Tags in Workflows.
You can now use Conversation tag in the Audience Rule and Branches of Workflows. đŹ
We've also added the Remove person tag action.