Case Study: Intercom improves Fin resolution rate with My AskAI

Intercom improves Fin resolution rate with My AskAI in one afternoon

Intercom was facing a challenge with its AI agent, Fin, as the actual resolution rate was underperforming compared to the figure quoted during sales. This was impacting efficiency and cost, as Fin bills per resolved outcome. The company needed to quickly audit its system to identify the root causes, which were suspected to be in its content, guidance settings, escalation rules, or procedures.

My AskAI provided the methodology for a comprehensive, one-afternoon audit of the Intercom Fin setup. The solution involved a seven-step process to diagnose issues, prune ineffective guidance, and build new procedures for failing intents. While specific numerical results for Intercom were not provided, the audit is designed to identify the exact surfaces holding the resolution rate down, with an expected improvement visible within a month of implementing the changes.

Intercom