If you want Fin AI Agent and Fin AI Copilot to use specific content when responding to customers or teammates, you can apply audience rules to the content in the Knowledge Hub.
There are two methods for audience targeting:
Apply an audience to individual content items.
Configure attribute matching with past conversations (Fin AI Copilot only).
Create and manage audiences
To define new audiences for your knowledge content or manage existing ones, visit Settings > Data > Audiences.
Click on New audience and give it a name.
Now set the audience targeting rules that define that audience. You'll then be able to see a preview of the audience it matches (the preview is not available if conversation attributes are selected).
Currently this supports:
Intercom defined data attributes.
Custom Data Attributes (CDAs).
Conversation Data Attributes (CvDAs).
Audience rules can use tags and segments to filter by users with that tag or who belong to a particular segment. These can easily be set up from Contacts and then you can simply search for that tag/segment.
Once this audience is saved, you can then apply it to content within the Knowledge Hub.
Apply an audience to individual content items
The easiest way to apply an audience is to select the content items in the Knowledge Hub, then click on + Actions and select Change audience.
Note:
If content has no audience selected, then “Everyone” will be selected by default.
Fin AI Agent and Fin AI Copilot will respect the audience rules you apply and only use content that's available or relevant to that customer when generating AI answers for customers and teammates.
Select multiple audiences
It's possible to select multiple audiences for an individual content item, in this case they are treated like an “OR” rule - so if Audience A and Audience B were selected for the same piece of content, Fin would be able to use that content for any user that matches Audience A, or Audience B, or both.
Other targeting rules will still be applied to the content Fin AI Agent uses such as the Workflow audience where Fin is used, and Article audience rules you’ve applied to public articles in your Help Center.
Configure attribute matching with past conversations (Fin AI Copilot only)
When Fin AI Copilot provides an answer, it can also use the past 4 months of conversations. But sometimes allowing Fin AI Copilot to use all of your previous conversations can result in inaccuracies or inconsistencies in answers, because the answer didn’t take into account the customer context.
Example:
A customer of a SAAS business might need support that is dependent on the plan they pay for, or the area of the product they’re working in. The knowledge that applies could differ depending on these factors, so when Fin AI Copilot assists your team in answering the customer’s query, its answer should only use past conversations that are applicable.
If you've enabled conversations for Fin AI Copilot, this is where you can select attributes for Fin to match past conversations with.
Target audiences are applied differently for past conversations because you potentially have thousands of past conversations that Fin AI Copilot can utilize, and they're not shown in your Knowledge Hub, so you don’t have the ability to define a unique audience for each one.
Instead, you can select the attributes that you’d like Fin AI Copilot to use when matching past conversations with the current conversation that you’re working on.
Select attributes for Fin AI Copilot to match past conversations with
Go to Knowledge > Sources and open the Fin AI Copilot tab. Then scroll down to "Conversations" and click Manage.
Under “Conversations with matching attributes” click + Add attribute.
Now select the attribute(s) that you’d like to use. In this example, we'll select “Product Area” because we want Fin AI Copilot to use past conversations with the same product area as the current conversation we’re working on.
You can also combine "And" / "Or" rules when matching multiple attributes. For example, if you want Fin AI Copilot to use past conversations with the same product area and plan.
Remember to click Save once you've finished selecting attributes.
When you ask Fin AI Copilot a question it will now check to see if the customer conversation has that attribute(s) defined. If it does, it will only answer using past conversations with the matching attribute(s).
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