Databox uses Fin AI Copilot to streamline knowledge management and turn help content into resolutions

Business analytics platform Databox is committed to helping businesses centralize, visualize, and automate their performance reporting. Emil Korpar, Databox’s Director of Support, oversees a team of support agents responsible for ensuring customers can fully maximize their use of the platform and that they receive a standout experience when seeking support.

Having experienced inefficiencies with their knowledge management process, Emil and his team went in search of a way to streamline it – which is what brought them to Intercom’s Fin AI Copilot. Within a month of implementing Fin, Databox was able to dramatically increase efficiency and turn its support documentation into impactful resolutions to customer queries.

Let’s take a look at how they did it.

The challenge

Prior to using Intercom, Emil’s team was dealing with a significant challenge: they had a huge amount of support documentation and limited time to sift through it for relevant resources. This made it difficult for support agents to quickly find content that would help to answer customers’ queries, and ultimately resulted in delayed response and resolution times.

Knowing that this couldn’t continue, the team went in search of a solution that would enable them to simplify the knowledge management process, as well as save time for both their agents and customers.

The solution

Databox turned to Fin AI Copilot – an AI assistant for support agents in the Intercom Inbox – to help the team leverage their library of support documentation. Fin AI Copilot can draw from multiple sources of internal and external content and use it to create suggested answers to customer queries, saving support agents the time and effort of having to manually read through multiple docs to find what they need. This was exactly what the team was searching for.

Knowing that AI is only as good as the information you feed it, Databox mapped out an implementation plan for Fin AI Copilot that would lay the groundwork for success:

Step 1: Centralizing resources

The team began by consolidating all of their support documentation, including help articles, technical resources, and blog posts, into a single resource that Fin could draw from. “Once we had compiled everything, it was so easy for us to connect our help content to Intercom for Fin to access,” says Emil.

Step 2: Optimizing information

Next, they conducted a content audit to make sure that all of these resources were up to date and free of inaccuracies. By doing this, the team could be assured that the information being fed to Fin would enable it to provide correct and relevant suggested answers.

Step 3: Training the team

While Emil noted that the adoption of Fin AI Copilot was intuitive, he spent time explaining its value to his team to ensure they saw the immense potential it had to offer and bring them along on the AI journey. “It was important for us to communicate the benefit and the value that our team can draw out of a smart assistant like Fin AI Copilot,” he says.

Creating immediate impact

Once Databox had implemented Fin AI Copilot, the results quickly followed. "Since implementing Fin, it's really helped us to bring our customer service to the next level," says Emil. “We look at Fin AI Copilot as a resourceful assistant to our agents, and quickly saw early signs of it helping us in that response and resolution times improved and our chat queues were empty at the end of the day. We used to struggle with an influx of cases on a daily basis, but as we started to adopt Intercom's AI features, it helped us to keep this under control.”

Some of the key improvements the team noticed straight off the bat were:

• Reduced response time: With access to instant suggested answers, the team was able to save a ton of time and help customers much faster, resulting in a significant reduction in response times across the board.

• Improved resolution time: By leveraging Fin AI Copilot’s ability to quickly find relevant content from a wide variety of sources, Databox was able to resolve complex cases faster, reducing overall resolution times – and delighting customers in the process.

• Increased productivity: With an AI assistant right in the Inbox, Databox’s support agents had increased capacity to help more and more customers each day. “Being able to rely on Intercom's AI solutions helped increase the productivity of the team in more impactful areas, which enabled us to increase outputs by almost 50%,” says Emil.

• Faster, more efficient onboarding: By increasing access to a wealth of support documentation, Fin AI Copilot has also been a huge help with onboarding new hires on the Databox Support team. "Fin can help you quickly onboard new hires by reducing the learning curve,” Emil says. “New hires can now rely on Fin to surface relevant resources faster, and use those resources to dive deeper into a certain topic. This also means you can lean less on senior team members for this, leaving them time to spend on more revenue driving activities.”

• Revenue growth: As a result of this extra time that has been freed up, Fin has allowed the team to focus on other activities that directly drive revenue. This has resulted in a whopping 40% increase in new revenue generated through support.

Embracing a new era of AI-first Customer Service

Databox’s experience with Fin AI Copilot is a testament to the transformative power of AI in customer service. By leveraging AI, the team has been able to seamlessly centralize support resources, reduce customer response and resolution times, and empower its agents to focus on a variety of impactful activities for the business.

Looking ahead, Databox plans to continue enhancing its customer support operations with Intercom and Fin AI Copilot by focusing on:

• Ongoing optimization: Continuously updating and refining its support content to ensure that Fin AI Copilot always has the most accurate and relevant information.

• Expanding use cases: Exploring additional ways that Fin AI Copilot can be utilized to support other areas of the business.

The opportunity ahead is immense, and as Databox continues to optimize and expand its use of Intercom’s AI-first customer service platform, there’s no doubt that the team will be set up to take full advantage of it.