Fin AI Copilot helps agents find answers to customer questions faster, so they can focus on delivering exceptional customer experiences. While this boost in agent efficiency is clear when you ask agents about their experience - 93% of beta users confirmed Fin AI Copilot makes them more efficient - measuring improvements in agent efficiency is notoriously challenging and we’re continuously learning how to measure that impact.
So if you’re thinking about purchasing Fin AI Copilot unlimited usage for your team, how should you think about quantifying the value? In this article, we’ll walk you through a framework for evaluating Fin AI Copilot’s impact on agent performance and efficiency:
Challenges with measuring agent efficiency,
Tactics to measure improvements in agent efficiency, and
How to calculate Fin AI Copilot return on investment (ROI) based on efficiency gains.
Challenges with measuring agent efficiency
Ultimately, most teams want to provide better customer experiences more efficiently. But measuring support agent efficiency is notoriously hard to do in an accurate and ongoing way. Measuring improvements in metrics like daily closed conversations, response times, and CSAT are lagging indicators that take time to successfully evaluate. Plus, these metrics are easily influenced by outside factors like:
Fin AI Copilot may be more useful on harder conversations when an agent doesn’t know the answer straight away; such conversations likely take longer on average to close than conversations where the agent knows the answer already.
Fin AI Copilot may be particularly useful for new/lower tenured teammates, and even while using Fin, they may be slower than your more tenured teammates.
Fin AI Copilot isn’t the only variable impacting time to close; many factors can impact this such as the time of year, problems with your product or service, whether your agent is having a bad day, and the responsiveness of customers.
How to measure Fin AI Copilot’s impact on your team
So as you are evaluating whether to buy Fin AI Copilot unlimited usage for your team, how can you accurately determine whether Fin AI Copilot is worth the investment?
We’ve found the most successful indicators for evaluation and adoption to be:
Self-reported data → send a survey to your team.
Teammate usage data → track how frequently Fin is being used by your team with the Fin AI Copilot report.
Send a survey
Once your team has started using Fin AI Copilot (note: here’s how they can start using it for free), send the team a survey to assess the following metrics:
Satisfaction rating
“How satisfied are you with Fin AI Copilot?”
Efficiency rating
“Do you feel that using Fin AI Copilot makes you more efficient?”
Time saved
“In using Fin AI Copilot in the last week, how many hours did you save?”
Workflow sentiment
“How would you feel if you could no longer use Fin AI Copilot?”
Fin AI Copilot beta survey results
For example, when we surveyed Fin AI Copilot beta users, we found that:
93% of teams are more efficient with Fin AI Copilot
88% now couldn’t work without Fin AI Copilot
93% of teams save up to 5 hours per week with Fin AI Copilot
This self-reported data is equally if not more important to assess the value and overall benefits Fin AI Copilot can have on your team.
Track teammate usage
Another crucial way to evaluate Fin AI Copilot’s value is to look at how frequently Fin is being used by your team.
At Intercom, we’ve learned that usage is the ultimate measure of product value when building for support agents. Agents are under huge pressure to respond to customers quickly and effectively and spend hours every day using the Intercom Inbox to do so. If an inbox feature doesn’t help them work more efficiently, we see that reflected clearly in how little it gets used. Hence, agent usage is a great proxy for value and efficiency.
You can track teammate usage in the Fin AI Copilot report.
We know getting teammates to adopt a new feature into their workflows doesn’t happen overnight, so managers should ensure they are successfully introducing Fin AI Copilot to their teams to push for adoption.
Calculating Fin AI Copilot ROI
Now you’re starting to understand the value that Fin AI Copilot brings to your team, but how to calculate your return on investment? One way to calculate Fin AI Copilot ROI is by comparing the cost of Fin relative to the cost saving on agent salaries due to increased agent efficiency.
For example, let’s look at the ROI for purchasing Fin AI Copilot for 1 agent:
Agent’s annual salary | $39,680 |
Efficiency improvement with Fin AI Copilot | 5% Note: this estimate is low and some of our customers have seen up to 31% |
Cost of Fin AI Copilot | $420 ($35 x 12 months) |
Savings on agent salary | $1,984 ($39,680 salary x 5% efficiency improvement) |
Return on Investment (ROI) | 4.7x
|
A 5% improvement in efficiency already results in an incredible ROI, but as a reminder, this is a conservative estimate as the total cost of a support agent and the impact on agent efficiency are likely higher.
If you’ve sent the survey to your teams, use the hours saved per week to define your improvement in efficiency.
Other factors to consider
While efficiency gains is the most useful way to calculate ROI, it’s important to keep in mind how introducing Fin AI Copilot can have long-term impact and savings for your team.
Savings on training and onboarding - One of the most helpful use cases for Fin AI Copilot is to help train and onboard new team members. Now, new agents can simply ask Fin rather than taking up precious time from your managers and more tenured agents. Whether it’s help with a customer question, or how to complete next steps, new agents now have all of your team’s previous conversation history and internal content at their fingertips.
Increase in team satisfaction, decrease in attrition - Employee attrition and turnover can have a detrimental effect on support team performance and organization - especially when unexpected during busy times of year. With Fin AI Copilot, teammates spend less time on tedious tasks, focus on more customer-centric problems, and ultimately report higher satisfaction.
To summarize
Send a survey to assess value and long-term impact on your team
Track teammate usage in the Fin AI Copilot report.
Calculate Fin AI Copilot ROI by comparing the unlimited seat cost to the cost savings on agent salaries due to increased agent efficiency.
Even with conservative estimates for agent salary and impact on efficiency, the ROI for 1 unlimited Fin AI Copilot seat is 4.7x.
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