Helping to improve the ai in intercom

• What to do and check and where?

  In Intercom go to “AI & Automation” and the Fin AI Agent - Set Up-page will open up.

  • In the Content page, you can see what content the AI uses when creating answers

    • Public articles
      • If you notice that the gives a wrong answer to customer, check the source of the answer.
        • If the source is valid, you can check and rewrite parts of the article. Sometimes you have to spell things out so that the AI understands
          • example: the cs phone number in x country is …
        • If the source is invalid, like a newsletter from 2022, you can delete the article as a source: Open the article > Fin > Disable
    • Snippets (direct saved answers)
      • You can create new snippets if the situation calls for it, for example in cases of:
        • There is no public help article
        • The answer would be a couple of sentences
        • The answer would be very spesific
        • Use your own judgement here :)
    • Content from conversations:
      • The AI analyses old convos and bases some of the answers on them. In this case AI can suggest the answer, so you need to check it and edit if needed
    • You can also go through the Content suggestions list and edit the suggestions or accept them in snippets

  • You can check the content Content Gaps, where the ai thinks that it doesn’t have the right answer

    • check the convo and edit the answer if needed

  • Reports > Fin AI Agent -page you can check if the AI’s answeres have been ok in cases where the customer didn’t react to it in any way.

Helping to improve the ai in intercom

• What to do and check and where?

  In Intercom go to “AI & Automation” and the Fin AI Agent - Set Up-page will open up.

  • In the Content page, you can see what content the AI uses when creating answers

    • Public articles
      • If you notice that the gives a wrong answer to customer, check the source of the answer.
        • If the source is valid, you can check and rewrite parts of the article. Sometimes you have to spell things out so that the AI understands
          • example: the cs phone number in x country is …
        • If the source is invalid, like a newsletter from 2022, you can delete the article as a source: Open the article > Fin > Disable
    • Snippets (direct saved answers)
      • You can create new snippets if the situation calls for it, for example in cases of:
        • There is no public help article
        • The answer would be a couple of sentences
        • The answer would be very spesific
        • Use your own judgement here :)
    • Content from conversations:
      • The AI analyses old convos and bases some of the answers on them. In this case AI can suggest the answer, so you need to check it and edit if needed
    • You can also go through the Content suggestions list and edit the suggestions or accept them in snippets

  • You can check the content Content Gaps, where the ai thinks that it doesn’t have the right answer

    • check the convo and edit the answer if needed

  • Reports > Fin AI Agent -page you can check if the AI’s answeres have been ok in cases where the customer didn’t react to it in any way.

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