Here are some practical steps to roll out Fin AI Copilot and set your team up for success. Feel free to pick and choose, based on your industry, your team size, and the amount of capacity you have to dedicate to this.

You can also switch Fin AI Copilot on straight away. It's not immediately customer facing, so it won't have a negative impact on your customer experience and you'll quickly start to learn how Fin works with your content.

The Knowledge Hub is where you store and manage all sources to power AI, agents and self-serve support on your workspace. From here, you can start importing or creating new content and decide which content you want to enable for Fin AI Copilot.

Your teammate conversation/ticket history can also be made available and you can control which teammates’ conversation/ticket history Fin has access to and only allow conversations from more tenured support agents.

Now that you have a resourceful AI copilot trained on all your knowledge, it's time to test it out! You need to use Fin to get a sense of how it works with your content, and then use these learnings to enable your own team. That way when you introduce it to your team, you'll be coming from an informed place.

Head to any conversation or ticket in the inbox and open up the AI Copilot tab on the right sidebar to start asking Fin some questions.

Introduce Fin AI Copilot to your support team and ensure they know how to access and get the most out of Fin. From onboarding queries to technical troubleshooting, Fin is designed to assist all team members.

Including your more experienced support agents in the initial rollout allows for a thorough evaluation of Fin's capabilities across a variety of queries and complex topics. This also helps transform these agents into advocates for Fin AI Copilot when you implement it across your broader team.

Fin AI Copilot can be assigned to any teammate with a full seat and they will be given included usage by default (available on all plans). From your teammate settings, you can choose which teammates to assign unlimited usage, included usage (10 conversations a month), or switch it off for a teammate.

With all knowledge coming together under one roof, you need to build a solid Information Architecture (IA) to enable easy access and ongoing management.

A good IA organizes content in a clear and logical way to enable teammates to navigate and find content quickly, and helps maintain consistency when new content is added because every piece of information has a clear home.

This means creating a hierarchical folder structure which could look something like this:

If your existing knowledge base lives in Guru, Notion or Confluence, good news - you’ll be able to sync or import it all across to the Knowledge Hub in Intercom and keep your existing IA 😃

If you’ve got existing support content that hasn’t been reviewed for a while, you should dedicate some resources to auditing and ‘cleansing’ that content. AI is only as good as the knowledge you give it, so if your content is out of date, the answers Fin provides your teammates will be less accurate too.

Check for accuracy and update or archive content where necessary. From sales and engineering, to legal and security - knowledge can be created by multiple teams and subject matter experts (SMEs). So divide your content by owner and ask each team or SME to review their knowledge area.

Once all your content has been fact-checked by experts, you should start looking at how each article is structured. When creating content for AI, there are some formatting best practices that can make a big difference between making the answer available, and allowing Fin to easily find and use that answer in the right context:

Ensure you’re not missing any important content. Use reporting to find “Searches with no results” and see what customers or teammates have been unable to find in your current knowledge base. You should also talk to your support team and other stakeholders and get them to inform on knowledge gaps or which resources they’d like to have more of.

After investing in a tip-top knowledge base to power AI, agents, and self-serve support, you don’t want to let content become stale and unhelpful. This will not only negatively impact Fin’s performance, but also reduce teammate efficiency gains you made by having this knowledge readily available and accessible.

Consider implementing a feedback loop which enables your support team (or even your wider org) to flag inaccuracies, suggest improvements, and request new content to fill any knowledge gaps.

We use Back-office tickets to enable our teammates to submit these requests straight from the Help Desk. If Fin gave an answer that didn't help, they can check the source(s) used and open a ticket to get the content improved without leaving the inbox or losing too much time.

Our knowledge team ensures these requests are actioned within a week and lets the teammate know by responding to the ticket and closing the loop. This way, teammates are helping themselves and customers find accurate answers faster by giving Fin improved content to use in the future.