{"id":28935,"date":"2023-05-09T13:00:08","date_gmt":"2023-05-09T12:00:08","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28935"},"modified":"2025-02-12T17:58:17","modified_gmt":"2025-02-12T17:58:17","slug":"adding-ai-bot-to-your-support-team","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/adding-ai-bot-to-your-support-team\/","title":{"rendered":"Adding AI to your support team can be daunting. Our advice? You\u2019ve got this"},"content":{"rendered":"<p>The thought of upleveling your customer service strategy with AI is incredibly exciting \u2013 but can also feel a little daunting.<\/p>\n<p><span style=\"font-weight: 400;\">We&#8217;ve started to roll out early access to Fin, our breakthrough AI bot powered by GPT-4, OpenAI\u2019s most advanced model, and Intercom\u2019s proprietary technology. More than 10,000 people have joined the waitlist since our <\/span><a href=\"https:\/\/www.intercom.com\/blog\/announcing-intercoms-new-ai-chatbot\/\"><span style=\"font-weight: 400;\">announcement<\/span><\/a><span style=\"font-weight: 400;\"> in March, and we&#8217;ve had some great learnings from the beta so far.<\/span><\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 70.63% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\"><iframe loading=\"lazy\" class=\"wistia_embed\" title=\"Fin-Hero Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/xv5q3b9q0y?seo=false&amp;videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<p><span style=\"font-weight: 400;\">You might be asking yourself where to start with something that\u2019s this new and (here comes that word again) unprecedented. Well, we believe customer service leaders already have all of the knowledge and expertise they need to implement AI and uplevel their team\u2019s success.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cEven when it comes to AI, one of the most exciting topics in the world right now, it\u2019s important to think about why and how you will use a new tool \u2013 and how it fits in with your team and strategy\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">As a support leader, you\u2019ve welcomed new team members lots of times. Much the same principles apply when adding an AI tool like Fin to your tech stack. We\u2019ve laid out the most important things to consider when welcoming a new teammate \u2013 and how you can apply your experience to bringing a new AI bot on board.<\/span><\/p>\n<h2 id=\"1-whats-the-job-description\">1. What\u2019s the job description?<\/h2>\n<p><span style=\"font-weight: 400;\">When hiring a new support team member, you lay out their responsibilities in a job description, so that they \u2013 and the rest of the team \u2013 know exactly what they\u2019re responsible for, and how they fit into the wider customer support strategy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s a good idea to do something similar when you\u2019re considering bringing an AI bot on board (although we wouldn\u2019t recommend advertising on LinkedIn!). In our <\/span><a href=\"https:\/\/www.intercom.com\/blog\/ultimate-customer-support-technology-stack\/\"><span style=\"font-weight: 400;\">ultimate CS tech stack post<\/span><\/a><span style=\"font-weight: 400;\">, we wrote that a support team\u2019s approach to their tech stack should be \u201cstrategy first, technology second.\u201d Even when it comes to AI, one of the most exciting topics in the world right now, it\u2019s important to think about why and how you will use a new tool \u2013 and how it fits in with your team and strategy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chat to your team about what you want to achieve by implementing Fin. What gaps could an AI bot fill? What new efficiencies could be unlocked with a tool as powerful as Fin?<\/span><\/p>\n<p>Ask questions like:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Where do we see an AI bot bringing most value to the team?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How much time do we spend answering repetitive questions, and what would we rather spend that time on?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How do we want to start incorporating an AI bot into our existing workflows? Are we ready to implement Fin across the board or should we try a more phased rollout?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What kind of queries would Fin be best suited to answering, and which require a human touch?<\/span><\/li>\n<\/ul>\n<blockquote class=\"pullquote-style-two\"><p>\u201cAs with every new tool in your tech stack, monitoring, reflecting, and iterating on Fin\u2019s responsibilities and performance will be essential\u201d<\/p><\/blockquote>\n<h2 id=\"2-decide-what-success-looks-like\">2. Decide what success looks like<\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s good management to let a new teammate know what you expect them to achieve in their first week, month, or six months. Benchmarks and goals are vital to understand if a new starter is succeeding in their new role, or needs more support \u2013 and, when it comes to Fin, for you to monitor its performance and understand where you might need to focus more attention.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Decide what success looks like before bringing your new AI tool on board so you can measure the value it\u2019s bringing to your team.\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">First, decide which metrics will be the most important for measuring Fin\u2019s value. It could be automated resolutions, average response time, CSAT, deflection rate \u2013 whatever makes sense for your team.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Once you\u2019ve selected the relevant metrics, make sure you\u2019re aware of the team\u2019s benchmark figures so you\u2019re prepared to measure team performance with Fin against team performance without Fin.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">As soon as Fin is set up (a super quick process), start comparing results!<\/span><\/li>\n<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-28960 size-large aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-700x394.jpg\" alt=\"Fin seamless integration\" width=\"700\" height=\"394\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-700x394.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-300x169.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-768x432.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-1536x864.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-2048x1152.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-600x338.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Twitter-Thread-4-Sam-Forde-All-highlight-1400x788.jpg 1400w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/p>\n<h2 id=\"3-make-sure-the-ai-bot-and-your-team-are-set-up-to-achieve-that-success\">3. Make sure the AI bot \u2013 and your team \u2013 are set up to achieve that success<\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s a manager\u2019s job to ensure new teammates are given the resources and tools they need to succeed. Fin is incredibly easy and quick to set up \u2013 but there are things you can do to prepare yourself and your team for working with an AI bot; and to ensure Fin offers real value.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fin draws all of its answers directly from your help center or a public URL. That means you can trust it to provide accurate information that\u2019s limited to the content you choose \u2013 but it also means you need to be satisfied with the accuracy of the information you want Fin to share. Are the most commonly asked questions answered clearly and comprehensively in your help center or knowledge base? Take some time to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fill gaps in your knowledge base to cover all the types of queries you\u2019d like Fin to handle.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Update and optimize existing content to ensure it\u2019s clearly written and accurate.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Create new content using commonly used saved replies (macros), and knowledge that may be widely known among your teammates, but not officially written down in a help article.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If this seems like a big job, don\u2019t worry. Many of our customers are taking a phased approach to rolling out AI support within their support teams, pointing Fin at a small subset of questions or topics while they ensure their teams are ready for a full rollout. Check out this <\/span><a href=\"https:\/\/www.intercom.com\/blog\/knowledge-base-best-practices\/\"><span style=\"font-weight: 400;\">blog post<\/span><\/a><span style=\"font-weight: 400;\">\u00a0for tips on optimizing your help content for Fin. <\/span><\/p>\n<h2 id=\"4-give-your-team-time-and-space-to-get-to-know-fin\">4. Give your team time and space to get to know Fin<\/h2>\n<p><span style=\"font-weight: 400;\">Fin is a great conversationalist, but it only covers specific topics (your support content), and it can\u2019t sit down for lunch with you and your team \u2013 not exactly a social butterfly. So, you need to find other ways to help your team become familiar with the new addition and get involved in optimizing for its success. <\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201c[Your team] will likely find new, creative ways to implement Fin in their everyday work\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Rethinking team processes, responsibilities, and performance metrics to incorporate an AI bot will be an exciting opportunity, but also a challenge. Some of your teammates may be understandably concerned about adding an AI bot to your tech stack, and patience, understanding, and curiosity will be key as your team figures out the best way of working in this new world.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As your team gets used to AI support \u2013 spending less time on repetitive queries, and more on their favorite parts of the job \u2013 they\u2019ll likely find new, creative ways to implement Fin in their everyday work. More importantly, they\u2019ll establish clear areas where human skills and expertise are best suited to provide the quality of customer service they aspire to, such as:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Complex, emotionally charged customer queries<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bot orchestration, management, and performance analysis<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Support team operations<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Spotting gaps in your help center content that need to be filled<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Collaboration and feedback loops with other customer-facing teams<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u2026 and so much more. We\u2019re excited to learn with you as your teams turn their hand to activities that develop their careers and move the needle for your company. <\/span><\/p>\n<h2 id=\"5-check-in-often-to-make-sure-fin-is-managed-effectively\">5. Check in often to make sure Fin is managed effectively<\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019d never spend time onboarding a new teammate just to leave them to their own devices after a couple of weeks on the job. As with every new starter in your team, monitoring, reflecting, and building on Fin\u2019s responsibilities and performance will be essential.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider not just the metrics you\u2019re seeing, but also your team\u2019s and your customers\u2019 feedback on potential improvements that could make your team processes, help center content, or bot orchestration more effective.<\/span><\/p>\n<p>Set time aside to:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check how Fin is performing against your benchmark metrics, and against you and your team\u2019s expectations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Find opportunities to expand Fin\u2019s remit by checking in on Fin\u2019s conversations in Inbox. Are there questions Fin couldn\u2019t answer that could now be automated? Create, update, or expand on your support articles as you go.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check your <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/7860253-creating-custom-answers\"><span style=\"font-weight: 400;\">Custom Answers<\/span><\/a><span style=\"font-weight: 400;\"> to find out how individual answers are performing, and update or tweak as needed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Collect your team\u2019s feedback; discuss any ideas they might have for new and creative ways to employ Fin to take repetitive queries off their hands, or important areas they\u2019d like to explore with the extra time Fin creates.<\/span><\/li>\n<\/ul>\n<h2 id=\"youve-got-all-the-tools-you-need-to-make-the-most-of-ai-support\">You\u2019ve got all the tools you need to make the most of AI support<\/h2>\n<p><span style=\"font-weight: 400;\">At Intercom, <\/span><a href=\"https:\/\/www.intercom.com\/blog\/ai-impact-customer-service-work\/\"><span style=\"font-weight: 400;\">we believe<\/span><\/a><span style=\"font-weight: 400;\"> AI support will make the jobs of customer service experts more varied, interesting, and fulfilling. And the best part is, you\u2019ve already got all the skills you need to embrace what\u2019s coming. Find out more about preparing your support team for AI at our <a href=\"https:\/\/events.intercom.com\/events\/details\/intercom-community-webinars-presents-how-to-prepare-your-support-team-for-ai\/\">upcoming webinar<\/a>.<\/span><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>As a support leader, you\u2019ve welcomed new team members lots of times. Much the same principles apply when adding an AI tool like Fin to your tech stack. Here, we explore how you can apply your experience to bringing a new AI bot on board.<\/p>\n","protected":false},"author":219,"featured_media":28936,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3],"tags":[604,25188,25174],"coauthors":[482],"class_list":["post-28935","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","tag-ai","tag-ai-chatbot","tag-fin"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to add an AI agent to your customer service team<\/title>\n<meta name=\"description\" content=\"Support leaders welcome new team members all the time. You can apply the same principles to onboarding an AI bot like Fin. 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