Optimizing Fin AI Agent is key to delivering the best customer experience. While AI automation offers significant advantages, achieving the best results requires some human intervention to review and assess Fin's performance.

This guide will help you understand and utilize the various optimization tools available for Fin, ensuring your customer-facing AI interactions are as effective and efficient as possible.

What it is:
The Fin AI Agent Content gaps feature groups unresolved customer questions into topics. These topics can be organized by language, volume, abandonment rate, or routed-to-team rate.

When to use it:
Use this feature to find unresolved questions and see which topics are driving the most volume for your team, the types of questions customers are asking, and the content currently available for these topics.

Why it’s useful:
By analyzing unresolved questions, you can identify common customer pain points. For example, if a particular topic drives a high volume of questions, you can improve the content Fin uses to answer those questions, leading to more resolutions and less conversations routed to your team.

What it is:
​Custom reports also allow you to track key metrics such as “Fin AI Agent unresolved conversations” and segment data by "Topics".

When to use it:
This is useful if you’ve already set up conversation topics and you want to segment your reports by these to get insights into specific product areas.

Why it’s useful:
Segmenting conversations by topics helps you to understand where you can make the most impactful improvements by filling content gaps and using Fin to handle more of these topics. If you haven’t set up topics yet, consider creating them based on FAQs or specific product areas to improve categorization and management.

What it is:
By enabling Fin AI Agent CSAT, you can filter conversations by customer satisfaction ratings to identify interactions with poor ratings.

When to use it:
Use Fin CSAT when you want to improve customer experience by reviewing where things went wrong, either due to workflow setup or the answer Fin provided based on your available content.

Why it’s useful:
By focusing on conversations with low CSAT scores, you can pinpoint specific issues and make targeted improvements to your workflows and content which lead to better customer satisfaction.

What it is:
Within the Fin AI Agent legacy report, you can view Content performance and check the resolution rate of your content. The "involved" column shows how many times each piece of content was used by Fin. The "resolved" column shows how many times each piece of content has effectively answered customer questions.

When to use it:
To check the performance of individual content items and content types and see which content is underperforming. Sort the table by "Fin AI Agent resolved conversations" to see content with the lowest number of resolutions at the top. Then compare this with "Fin AI Agent involved conversations".

Why it’s useful:
If the resolution rate is over 50% (e.g. a content item was involved in 5 conversations and resolved 3), your content is performing reasonably well. For content with lower resolution rates, clicking on the source allows you to optimize it for Fin. You can also see which content items are performing the best and providing the most resolutions to ensure this content is always kept up-to-date as a priority.

Using a combination of these features and best practices, you can easily identify areas for improvement and prioritize them to help drive Fin’s resolution rate higher 🚀