{"id":31933,"date":"2026-04-14T15:40:07","date_gmt":"2026-04-14T14:40:07","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31933"},"modified":"2026-04-14T16:41:38","modified_gmt":"2026-04-14T15:41:38","slug":"the-hardest-percentages","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/","title":{"rendered":"The hardest percentages"},"content":{"rendered":"<p>Complex queries are a small percentage of your queue, but they consume a disproportionate share of your team&#8217;s time.<\/p>\n<p>Take a typical queue: password resets outnumber refund disputes ten to one, but a reset takes five minutes and a dispute takes thirty. The &#8220;rare&#8221; query accounts for over a third of total handling time. The same pattern holds for account investigations, subscription changes, and billing disputes.<\/p>\n<p>How you handle complex queries is also what customers actually remember about their support experience. When someone is dealing with a damaged order or a billing dispute, the stakes are higher, and a fast, good resolution is what separates a forgettable interaction from one that builds lasting trust.<\/p>\n<p>Most AI Agents automate the easy, informational queries well. The question for your automation rate is whether they can handle the hard ones.<\/p>\n<h2 id=\"weve-gotten-really-good-at-informational-queries-the-hard-part-is-what-comes-next\">We&#8217;ve gotten really good at informational queries \u2013 the hard part is what comes next<\/h2>\n<p>We&#8217;ve invested deeply in informational Q&amp;A. We built <a href=\"https:\/\/www.intercom.com\/blog\/announcing-fin-apex-the-age-of-vertical-models-is-here\/\">Apex<\/a>, a specialized customer service model trained on billions of support interactions, as Fin&#8217;s core answering engine. Beneath that sits a custom retrieval model, a purpose-built reranker, and a unified RAG pipeline, all trained specifically for customer service. Fin resolves issues at a higher rate than general-purpose frontier models, with fewer hallucinations and at lower cost.<\/p>\n<p>But informational Q&amp;A only covers queries where text is the answer. Most Agents can handle that. Far fewer let you configure complex, multi-step actions without a forward-deployed engineer setting it up for you, which creates a gap.<\/p>\n<p>Every query your team handles falls into one of three categories:<\/p>\n<ul>\n<li><strong>Informational:<\/strong> &#8220;Can you ship transatlantic by priority next day?&#8221; Answered with text from your knowledge base.<\/li>\n<li><strong>Personalized:<\/strong> &#8220;Where is my order?&#8221; Requires data unique to that user.<\/li>\n<li><strong>Action-led:<\/strong> &#8220;My order arrived damaged, I need a refund.&#8221; Requires doing something: checking a return window, cross-referencing transaction data, making a judgment call \u2013 reading from multiple systems and acting across them.<\/li>\n<\/ul>\n<p>These complex queries, the ones that require multi-step processes across systems, aren&#8217;t edge cases; they&#8217;re the reason your support team exists. This is the gap we built Fin Procedures to close.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Time-spent-across-different-query-types.png\" \/><\/p>\n<h2 id=\"it-works\">It works<\/h2>\n<p><a href=\"https:\/\/fin.ai\/procedures#product-updates\">Procedures<\/a> is live, it&#8217;s scaling, and the results are clear. Since launching in managed availability, Procedures has handled over 1.5 million conversations, and volume is doubling month over month across hundreds of apps in fintech, e-commerce, gaming, healthcare, and SaaS.<\/p>\n<div style=\"width: 2009px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Procedures-adoption-rate.png\" alt=\"\" width=\"1999\" height=\"797\" \/><p class=\"wp-caption-text\">Weekly conversations handled by Procedures<\/p><\/div>\n<p>When customers hit complex, multi-step queries, the experience is dramatically better when Fin can do the work end-to-end. We tested this with a randomized 5% holdout \u2013 conversations where Procedures would normally run, but didn&#8217;t. CSAT was 28.93% higher when Procedures ran, a statistically significant result.<\/p>\n<h2 id=\"a-product-not-a-services-engagement\">A product, not a services engagement<\/h2>\n<p>Plenty of vendors will automate complex processes for you. They&#8217;ll send a forward-deployed engineer, run workshops, and in six to eight weeks you&#8217;ll have a handful of workflows. Then your refund policy changes, and you&#8217;re DM&#8217;ing the same engineer, hoping they&#8217;re still on your account, waiting to make a change you should be able to make yourself.<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/feed\/update\/urn:li:activity:7405697824161746944\/\">Fergal wrote about this recently<\/a> \u2013 the B2B AI industry has a consultingware problem. It&#8217;s not databases being forked anymore, it\u2019s prompts. The economics of maintaining bespoke setups per customer don&#8217;t work. Either the application falls behind new models, or the vendor changes the model and quality degrades invisibly.<\/p>\n<p>We&#8217;ve been opinionated from day one that Fin is a product. Procedures gives your team everything they need: a natural language editor \u2013 literally paste your existing SOPs \u2013 branching logic, data connectors, and AI-powered simulations for testing. Your CX ops team configures this, iterates on it, owns it. We have a great forward-deployed team too, and they&#8217;re there if you need help. But they&#8217;re optional, not a dependency. You always have control.<\/p>\n<p>And because it&#8217;s a unified product, improvement compounds. When we optimize a prompt, every customer&#8217;s Procedures get better. When we upgrade the model, we A\/B test across the entire customer base and know it&#8217;s better before rolling out. You can&#8217;t do that when every customer has a bespoke prompt. The consulting model isn&#8217;t just expensive, it&#8217;s structurally unable to compound.<\/p>\n<p>Today, Fin Procedures is available to all 8,000+ Fin customers \u2013 no waitlist or managed rollout.<\/p>\n<h2 id=\"what-weve-been-shipping\">What we&#8217;ve been shipping<\/h2>\n<p>We&#8217;re iterating fast based on real customer feedback. Here&#8217;s what&#8217;s landed since we last shared an update:<\/p>\n<ul>\n<li><strong>AI-powered Procedure review:<\/strong> Flags broken logic, missing references, and unreachable conditions before you deploy.<\/li>\n<li><strong>Procedure failure reporting:<\/strong> A new reporting dimension that lets you drill into conversations where Procedures failed, so you can diagnose and fix.<\/li>\n<li><strong>Version history with rollback:<\/strong> Track every change, compare versions, roll back if needed.<\/li>\n<li><strong>Data connector health monitoring:<\/strong> See at a glance if your integrations are healthy, degraded, or failing.<\/li>\n<li><strong>Optional data connector parameters:<\/strong> Fin only asks customers for information when it&#8217;s actually needed, instead of prompting for every field.<\/li>\n<li><strong>Email Simulation support:<\/strong> Test how your Procedures behave across chat and email before going live.<\/li>\n<\/ul>\n<h2 id=\"agent-in-the-loop-beta\">Agent in the Loop (Beta)<\/h2>\n<p>Even with Procedures, two things hold teams back from automating their most complex queries: missing integrations and policies that require a human sign-off on sensitive decisions.<\/p>\n<p>\u201cAgent in the Loop\u201d is built for both. Need Fin to check your internal admin tools but haven&#8217;t built a data connector yet? Put a human checkpoint at that step. Fin handles the conversation, gathers context, and pauses, surfacing a structured summary for a human agent to verify or act, then resumes. You get automation on the 80% that doesn&#8217;t need the integration.<\/p>\n<p>For compliance \u2013 identity verification, high-value refunds \u2013 Fin does the legwork, a human makes the final call and then hands it back to Fin. This works natively in the Intercom Inbox and via Slack. Some competitors don&#8217;t have an inbox-native variant at all, meaning humans need to leave their primary workspace to review AI actions.<\/p>\n<p>Procedures are also built to let you collaborate with all your teammates \u2013 both human agents and AI Agents. Fin can work with them directly inside a Procedure, using APIs and webhooks to loop in another teammate mid-flow, hand off context, and pick back up once they&#8217;re done.<\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 57.29% 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=\"Procedures Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/0ip0xp0ewl?web_component=true&amp;seo=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script><\/p>\n<h2 id=\"making-it-easier-faster\">Making it easier, faster<\/h2>\n<p>Procedures is already self-serve, but we\u2019re not stopping there. The next step is making Procedure creation, testing, and maintenance significantly more streamlined and easy to do, with less manual editing and more AI-assisted building and debugging. There&#8217;s a lot coming in this space over the next few months that we&#8217;re genuinely excited about.<\/p>\n<h2 id=\"the-hardest-percentages-matter-the-most\">The hardest percentages matter the most<\/h2>\n<p>The biggest unlock for your automation rate won\u2019t be answering more FAQs, it will be handling the complex, multi-step queries that consume your team&#8217;s time and define what customers remember about their experience with you.<\/p>\n<p>That means working with an Agent that goes beyond answering questions and executes processes. A product your team owns and configures, not a service you buy and hope gets maintained. And a platform where every improvement compounds across every customer.<\/p>\n<p>That&#8217;s Procedures. Available now, for everyone. <a href=\"https:\/\/app.intercom.com\/admins\/sign_up\/email?utm_content=post&amp;utm_medium=blog&amp;utm_source=Intercom\">Get started here<\/a>.<\/p>\n<p><a href=\"https:\/\/app.intercom.com\/admins\/sign_up\/email?utm_content=post&amp;utm_medium=blog&amp;utm_source=Intercom\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-31875\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3.png\" alt=\"Get started with the #1 Agent today. Start a free trial.\" width=\"2247\" height=\"839\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3.png 2247w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3-300x112.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3-700x261.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3-768x287.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3-1536x574.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3-2048x765.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/03\/Group-3-1320x493.png 1320w\" sizes=\"auto, (max-width: 2247px) 100vw, 2247px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Solving your customers&#8217; most challenging problems is what your support team exists for. With Procedures, Fin can do this too.<\/p>\n","protected":false},"author":486,"featured_media":31943,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,4],"tags":[25174,25444],"coauthors":[24933],"class_list":["post-31933","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-news","tag-fin","tag-procedures"],"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>The hardest percentages - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The hardest percentages\" \/>\n<meta property=\"og:description\" content=\"Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-14T14:40:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-14T15:41:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2086\" \/>\n\t<meta property=\"og:image:height\" content=\"1026\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Pratik Bothra\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@intercom\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Pratik Bothra\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/\"},\"author\":{\"name\":\"Pratik Bothra\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/10c7c4498e2afbb15172159b7323ad09\"},\"headline\":\"The hardest percentages\",\"datePublished\":\"2026-04-14T14:40:07+00:00\",\"dateModified\":\"2026-04-14T15:41:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/\"},\"wordCount\":1215,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/Screenshot-2026-04-14-at-15.38.45.png\",\"keywords\":[\"Fin\",\"procedures\"],\"articleSection\":[\"Customer Service\",\"News &amp; Updates\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/\",\"name\":\"The hardest percentages - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/Screenshot-2026-04-14-at-15.38.45.png\",\"datePublished\":\"2026-04-14T14:40:07+00:00\",\"dateModified\":\"2026-04-14T15:41:38+00:00\",\"description\":\"Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/the-hardest-percentages\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/Screenshot-2026-04-14-at-15.38.45.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/Screenshot-2026-04-14-at-15.38.45.png\",\"width\":2086,\"height\":1026},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"name\":\"The Intercom Blog\",\"description\":\"Articles and Podcasts on Customer Service, AI and Automation, Product, and more\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\",\"name\":\"The Intercom Blog\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"width\":1000,\"height\":1000,\"caption\":\"The Intercom Blog\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/intercominc\",\"https:\\\/\\\/x.com\\\/intercom\",\"https:\\\/\\\/www.instagram.com\\\/intercom\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/2491343\",\"https:\\\/\\\/www.pinterest.ie\\\/intercom\\\/\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCJG0MvLP03kyzzAkD-w98aQ\",\"https:\\\/\\\/en.wikipedia.org\\\/wiki\\\/Intercom_(company)\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/10c7c4498e2afbb15172159b7323ad09\",\"name\":\"Pratik Bothra\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/ab4c7f3a7d372c890ca9a3f8a824cd160b471f0ab2f1aeff9d5f811fd6ee9dc9?s=96&d=mm&r=pg79d5e3bad50b9cf341e37b20d729d6e2\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/ab4c7f3a7d372c890ca9a3f8a824cd160b471f0ab2f1aeff9d5f811fd6ee9dc9?s=96&d=mm&r=pg\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/ab4c7f3a7d372c890ca9a3f8a824cd160b471f0ab2f1aeff9d5f811fd6ee9dc9?s=96&d=mm&r=pg\",\"caption\":\"Pratik Bothra\"},\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/author\\\/pratikbothra\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The hardest percentages - The Intercom Blog","description":"Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/","og_locale":"en_US","og_type":"article","og_title":"The hardest percentages","og_description":"Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.","og_url":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/","og_site_name":"The Intercom Blog","article_publisher":"https:\/\/www.facebook.com\/intercominc","article_published_time":"2026-04-14T14:40:07+00:00","article_modified_time":"2026-04-14T15:41:38+00:00","og_image":[{"width":2086,"height":1026,"url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png","type":"image\/png"}],"author":"Pratik Bothra","twitter_card":"summary_large_image","twitter_creator":"@intercom","twitter_site":"@intercom","twitter_misc":{"Written by":"Pratik Bothra","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/#article","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/"},"author":{"name":"Pratik Bothra","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/10c7c4498e2afbb15172159b7323ad09"},"headline":"The hardest percentages","datePublished":"2026-04-14T14:40:07+00:00","dateModified":"2026-04-14T15:41:38+00:00","mainEntityOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/"},"wordCount":1215,"publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png","keywords":["Fin","procedures"],"articleSection":["Customer Service","News &amp; Updates"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/","url":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/","name":"The hardest percentages - The Intercom Blog","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/#primaryimage"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png","datePublished":"2026-04-14T14:40:07+00:00","dateModified":"2026-04-14T15:41:38+00:00","description":"Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/the-hardest-percentages\/#primaryimage","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png","width":2086,"height":1026},{"@type":"WebSite","@id":"https:\/\/www.intercom.com\/blog\/#website","url":"https:\/\/www.intercom.com\/blog\/","name":"The Intercom Blog","description":"Articles and Podcasts on Customer Service, AI and Automation, Product, and more","publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.intercom.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.intercom.com\/blog\/#organization","name":"The Intercom Blog","url":"https:\/\/www.intercom.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","width":1000,"height":1000,"caption":"The Intercom Blog"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/intercominc","https:\/\/x.com\/intercom","https:\/\/www.instagram.com\/intercom\/","https:\/\/www.linkedin.com\/company\/2491343","https:\/\/www.pinterest.ie\/intercom\/","https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ","https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)"]},{"@type":"Person","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/10c7c4498e2afbb15172159b7323ad09","name":"Pratik Bothra","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/ab4c7f3a7d372c890ca9a3f8a824cd160b471f0ab2f1aeff9d5f811fd6ee9dc9?s=96&d=mm&r=pg79d5e3bad50b9cf341e37b20d729d6e2","url":"https:\/\/secure.gravatar.com\/avatar\/ab4c7f3a7d372c890ca9a3f8a824cd160b471f0ab2f1aeff9d5f811fd6ee9dc9?s=96&d=mm&r=pg","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ab4c7f3a7d372c890ca9a3f8a824cd160b471f0ab2f1aeff9d5f811fd6ee9dc9?s=96&d=mm&r=pg","caption":"Pratik Bothra"},"url":"https:\/\/www.intercom.com\/blog\/author\/pratikbothra\/"}]}},"jetpack_featured_media_url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2026\/04\/Screenshot-2026-04-14-at-15.38.45.png","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/31933","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/users\/486"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/comments?post=31933"}],"version-history":[{"count":0,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/31933\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media\/31943"}],"wp:attachment":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media?parent=31933"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/category?post=31933"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/tags?post=31933"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/coauthors?post=31933"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}