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How to optimize Fin's performance
How to optimize Fin's performance

Gain insight into the questions that are unresolved by Fin to pinpoint areas for improvement in your content or AI Chatbot setup.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Use this article to gain insight into the questions that are unresolved by Fin to pinpoint areas for improvement in your content or AI Chatbot setup.

Get started

Go to AI Chatbot Overview and click on the Optimize tab to see a list unresolved AI chatbot questions. These are the questions that you can focus on creating content for in order to increase the number of resolved conversations.

Each grouping is a cluster of similar questions asked by your users that were unresolved — that is, the chatbot either didn’t have an answer for the question, the user asked to be routed to the team, or the conversation was abandoned. The question group naming is created by AI, and therefore is a title that summarizes the questions in that particular cluster.

You can sort the list of questions by language, volume, percentage of abandoned conversations, percentage of routed to team, and percentage of unresolved.

If you don’t see a list of questions, we are still gathering insights. Once you have enough unresolved questions, your insights will be displayed. Consider increasing the number of conversations the chatbot gets involved in (Involvement Rate) in order to see insights sooner.


Deep dive into conversations

Click into each question group to see a list of associated conversations open up in the side panel. You can deep-dive into each area to look at the questions in more detail.

Clicking onto a question will open the conversation in a new tab.

Improving your content

From the side panel you can click on the “Add new content” button to create a new piece of content that answers the unresolved question.

You can also edit existing content to improve how the chatbot answers a particular question. Open the conversation in a new tab and find the answer debugger.

How is the data generated?

We analyze up to 10,000 conversations per week. If you have more conversations on a weekly basis, we will take a sample of your conversations to perform this analysis.

The reporting data is updated every week, and will represent data from the past 30 days.


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