Gain visibility into how Fin AI Copilot is used in your workspace through the Fin AI Copilot report. You’ll find this report under Reports > Human Support > Fin AI Copilot.
The report gives you insight into:
How Fin AI Copilot is used to assist customer conversations.
How much each teammate is using Fin AI Copilot.
How individual teammates are using Fin AI Copilot.
This report also contains charts that you can drill into, so that you can see what questions were asked to Fin AI Copilot and what answers were provided.
Fin AI Copilot deep dive
Charts
Chart title | Description
| Metric used | Notes |
Conversation assistance rate | Percentage of conversations across the workspace where Fin AI Copilot was used at least once.
This only includes conversations and customer tickets with at least one teammate and one user reply.
| Fin AI Copilot conversation assistance rate
| Fin AI Copilot assistance is defined as when at least one Fin AI Copilot question is asked.
This only reports on:
|
Assisted conversations | Absolute number of conversations where Fin AI Copilot was used at least once, across the workspace.
This only includes conversations which have at least one teammate and one user reply. | Fin AI Copilot assisted conversations | This is the numerator of Conversation assistance rate and is provided in order to contextualize the percentage above. |
Teammates using Fin AI Copilot | Absolute number of teammates across the workspace who have used Fin AI Copilot at least once during the report’s date range. | Teammates using Fin AI Copilot
|
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Fin AI Copilot questions
| Absolute number of questions asked to Fin AI Copilot.
| Fin AI Copilot questions
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Fin AI Copilot assistance rate over time
| Percentage of conversations across the workspace with at least one human reply, where Fin AI Copilot was used at least once, over the selected period of time. | Fin AI Copilot conversation assistance rate |
|
Number of teammates using Fin AI Copilot over time | Absolute number of teammates who have used at least once during each unit of time. | Teammates using Fin AI Copilot
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Teammate overview
| This shows a per teammate breakdown of:
| Teammates using Fin AI Copilot
Fin AI Copilot involved conversations
| Teammates are only included in this table if they have at least one of the metrics in this table > 0. |
Metrics
Metric name | Timestamp used | Description | Teammate association |
Fin AI Copilot conversation assistance rate | Conversation started at | Percentage of conversations and customer tickets where Fin AI Copilot was used at least once. This includes only conversations and customer tickets where there is at least one teammate reply and user reply. | Teammates are associated with a conversation if they have sent a reply to it. |
Fin AI Copilot assisted conversations | Conversation started at | Number of conversations or customer tickets where at least one Fin AI Copilot question was asked | Teammates are associated with a conversation if they have sent a reply to it. |
Replied conversations | Conversation started at | Number of conversations and customer tickets.
This only includes conversations where there is a teammate reply and a user reply. | Teammates are associated with a conversation if they have sent a reply to it. |
Teammates using Fin AI Copilot
| Fin AI Copilot question asked at | Total number of teammates that have used Fin AI Copilot at least once.
| Usage is defined as having asked Fin AI Copilot a question at least once.
Teammate is associated with a question if they asked Fin AI Copilot the question. |
Fin AI Copilot questions
| Fin AI Copilot question asked at | Total number of questions asked to Fin AI Copilot.
| Teammate is associated with a question if they asked Fin AI Copilot the question. |
See questions asked to Fin AI Copilot and answers provided
Through the Fin AI Copilot report, you can see what questions were asked to Fin AI Copilot and what answers Fin AI Copilot provided.
To access this, click the Chart Drill-in button on the Fin AI Copilot questions chart.
Filter by date and teammate and hover over a question or answer to expand it.
To see more information about the Fin AI Copilot conversation, such as what inline sources and relevant sources were available, click on the Fin AI Copilot ID in the Chart drill-in. This will open up a side panel showing you the question asked, the answer provided, and the relevant sources.
You can also select which columns to display and then export the chart as a CSV file for further analysis.
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