{"id":30928,"date":"2024-11-22T11:18:01","date_gmt":"2024-11-22T11:18:01","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30928"},"modified":"2025-06-30T15:42:53","modified_gmt":"2025-06-30T14:42:53","slug":"transparency-can-help-customers-get-more-from-ai-support","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/transparency-can-help-customers-get-more-from-ai-support\/","title":{"rendered":"How transparency can help your customers get more out of AI support"},"content":{"rendered":"<p>We\u2019ve spoken a lot about preparing your support team for a new way of doing customer service with AI, but what about preparing your customers for a new way of <em>receiving<\/em> customer support?<\/p>\n<p>According to a recent Gartner survey, <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2024-07-09-gartner-survey-finds-64-percent-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service\">64% of customers<\/a> would prefer it if a business didn&#8217;t use AI for customer service. The reason behind this is something we can all relate to \u2013 interacting with chatbots has historically been a shocking experience.<\/p>\n<p>It\u2019s not necessarily that the technology was bad, but by and large, chatbots weren\u2019t set up well, which made interacting with them clunky and frustrating.<\/p>\n<p>Luckily, we&#8217;ve come a long way \u2013 even since that Gartner research was conducted \u2013 and next-gen AI agents like <a href=\"https:\/\/www.intercom.com\/blog\/support-for-customers\/ai-agent\">Fin<\/a> are starting to have a positive impact on customers&#8217; perception of automated support.<\/p>\n<p>AI is only as good as it\u2019s set up to be, however, so support teams have the responsibility of really making the experience great for customers. Here are a few quick tips to help set your customers up for success when interacting with your AI agent.<\/p>\n<blockquote class=\"pullquote-style-four\">\n<p style=\"text-align: center;\">This post originally featured in our AI-first customer service newsletter,<br \/>\n<i data-stringify-type=\"italic\">The Ticket<\/i>.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">\ud83d\udc49 <a href=\"https:\/\/www.linkedin.com\/newsletters\/the-ticket-7158151857616355328\/\"><strong>Subscribe<\/strong><\/a> and join the 28K+ customer service professionals who receive industry news, tips, and career guidance directly on their LinkedIn feed.<\/p>\n<\/blockquote>\n<h2 id=\"tell-your-customers-how-to-talk-to-your-ai-agent\">Tell your customers how to talk to your AI agent<\/h2>\n<p>Perhaps due to poor experiences with previous generation chatbots, many people don\u2019t actually know how to interact with AI agents. Instead of asking a question in a normal conversational manner, they resort to single keywords or basic phrases, like \u201cneed help.\u201d<\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cChatting in a natural, conversational way works best\u201d<\/p><\/blockquote>\n<p>AI agents are pretty smart, but they\u2019re not mind readers. Not having enough information is going to cause the bot to draw a blank and frustrate the customer, so it\u2019s important that customers know how to communicate to get the best results.<\/p>\n<p>Chatting to Fin in a natural, conversational way works best, so we set this prompt at the beginning of a customer\u2019s chat with Fin that explains this in a really brief way:<\/p>\n<blockquote class=\"pullquote-style-four\">\n<p style=\"text-align: center;\"><em>Hi [First Name], you&#8217;re speaking with Fin AI Agent. <\/em>\ud83d\udc4b<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><em>I can do much more than chatbots you&#8217;ve seen before.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><em>Tell me as much as you can about your question, and I&#8217;ll do my best<br \/>\nto help you in an instant.<\/em><\/p>\n<\/blockquote>\n<p>We worked closely with our <a href=\"https:\/\/www.intercom.com\/blog\/videos\/the-ticket-a-day-in-the-life-of-a-conversation-designer\/\">conversation designer<\/a> to get this right by running a couple of A\/B tests and tweaking the copy until we landed on something that clicked for our customers.<\/p>\n<p>This simple prompt has helped customers have much richer interactions with Fin and a better overall experience, so I\u2019d highly recommend trying something like this if your customers are struggling to get what they need from your bot.<\/p>\n<h2 id=\"lead-with-your-ai-agent-but-make-it-easy-to-access-human-help\">Lead with your AI agent, but make it easy to access human help<\/h2>\n<p>Customers are getting used to AI agents being the first to respond to their queries, but many still want to know they can easily access a human\u2019s help. This is why it\u2019s important to make the handover from AI to human as seamless as possible when a customer requests it.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cThe key is limiting the effort the customer has to put in\u201d<\/p><\/blockquote>\n<p>When one of our customers opens the Messenger and asks a question, we\u2019ve set Fin to answer first as much as possible in our automated flows. If Fin can\u2019t answer, the customer can select \u201cI need to speak to a human.\u201d A few clarifying questions then help the human agent understand the customer&#8217;s issue.<\/p>\n<p>The key here is limiting the effort the customer has to put in. We conducted some research and found that after just <em>four<\/em> clicks, a customer will drop off if they\u2019re not connected to a human.<\/p>\n<p>We used to talk about \u201cdeflection\u201d in support, but abandonment rate \u2013 which is what we\u2019re referring to here \u2013 is not good. Customers just going away rather than receiving help is not something you want as a business.<\/p>\n<p>As customers continue to have good interactions with AI agents and develop more trust in them, we&#8217;ll see more and more queries resolved without needing input from the team.<\/p>\n<h2 id=\"set-expectations-upfront\">Set expectations upfront<\/h2>\n<p>There is some debate around this, but I firmly believe support teams should let customers know when they\u2019re speaking with an AI agent.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cAlways be honest with customers to foster and maintain trust\u201d<\/p><\/blockquote>\n<p>Some teams like to \u201chumanize\u201d their AI agents with a human photo and name, but in my opinion, we\u2019ll only really help our customers get more comfortable with this technology if we\u2019re transparent about what it is.<\/p>\n<p>We\u2019re all working towards making automated support better and a big part of this is bringing our customers along with us on this AI journey. My advice is to always be honest with customers to foster and maintain trust.<\/p>\n<hr \/>\n<p>\ud83d\udce9 <a href=\"https:\/\/www.linkedin.com\/newsletters\/the-ticket-7158151857616355328\/\"><strong>Subscribe to <em>The Ticket<\/em> here <\/strong><\/a>\u2013 a regular LinkedIn newsletter delivering key insights for customer service professionals in this time of mind-blowing change.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If your customers aren&#8217;t getting optimal results from your AI agent, they might not feel comfortable using it. The key to getting past this? Building trust by practicing transparency, providing guidelines, and setting expectations upfront.<\/p>\n","protected":false},"author":219,"featured_media":31457,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,25428],"tags":[25203,564,25324,25296],"coauthors":[482],"class_list":["post-30928","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-the-ticket","tag-ai-in-customer-service","tag-customer-service","tag-fin-ai-agent","tag-the-ticket"],"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 transparency can help your customers get more out of AI support - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Are your customers not getting great results interacting with your AI agent? 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