Optimizing Fin AI Agent is key to maintaining peak performance and ensuring faster, more accurate AI resolutions. Read below to find out the top ten ways to optimize Fin and how to put them into practice.

Keep a close eye on Fin's performance by going to Fin AI Agent > Analyze > Performance where you'll see the KPIs you should keep track of, including:

The Performance funnel visualizes how conversations flow through key stages when Fin is involved. It allows you to quickly understand Fin's coverage, success at resolving queries, and the customer experience—all in a single, digestible view.

The Involvement rate chart shows the percentage of your total conversations where Fin participated.

You can boost involvement rate by getting Fin involved in more conversations. Visit the Topics Explorer and select Fin involvement rate to see AI automatically group your support conversations into topics and subtopics. This highlights specific topics where Fin's involvement is the weakest and needs improvement.

Viewing your support conversations by topics helps you to understand where you can make the most impactful improvements by filling content gaps and using Fin to handle more of these topics.

The Resolution rate chart indicates how often Fin’s answers lead to a resolution, offering insight into the overall health and accuracy of your support content and data.

If this rate is steadily increasing, you're on the right track. However, if you notice a decline, go to Fin AI Agent > Analyze > Optimize to identify gaps and opportunities to improve Fin's resolution rate.

The Optimize dashboard breaks conversations down into:

When you select each of these tabs, you'll be able to see AI-generated topics and the conversations which fall under them to understand where to fill content gaps, add missing data, or create new tasks to ensure Fin can answer next time and improve your resolution rate.

The CX Score chart indicates how often Fin’s answers lead to a positive or negative customer experience.

Get a CX Score analysis by going to Fin AI Agent > Analyze > Optimize and selecting the CX score tab at the top. This breaks conversations down into:

It's encouraging to see positive customer experiences with Fin, but you can often learn more from negative customer experiences. Drill-in to the Negative Fin CX to see AI-generated topics and the conversations which fall under them to identify where Fin's interactions went wrong and address the root cause.

View suggestions for clear, actionable steps to improve Fin. These are AI-generated by analyzing both:

Suggestions identify the likely root cause and recommend one or more actions to improve the topic:

In the Inbox, you can click Improve Answer on any AI-generated response to review the content Fin used to create it.

Even if the response successfully resolved the issue, you can enhance it by adding more information or clarity. This helps Fin perform better and deliver more accurate answers in the future.

Consider establishing a feedback loop that allows your support team to flag inaccuracies, suggest improvements, and request new content to address knowledge gaps.

One way to achieve this is by creating a dedicated Back-office ticket type, enabling teammates to submit these requests directly from the inbox. If Fin provides an unhelpful answer, teammates can review the source and open a ticket to update the content without leaving the inbox or losing valuable time.

Another option is to ask your teammates to write snippets immediately to address content gaps or update information. Your knowledge manager or team can then review these snippets regularly, incorporating them into main articles and other resources.

These approaches not only streamline the process but also enable teammates to proactively contribute to improving content and Fin’s performance.

Within the Fin AI Agent report, you can view content performance and check the resolution rate of your content. The "involved" column shows how many times each piece of content was used by Fin. The "resolved" column shows how many times each piece of content has effectively answered customer questions.

Sort by Fin AI Agent involved conversations to identify the content referenced most frequently. If the number in the Fin AI Agent resolved conversations column is significantly lower for a piece of content, it means the information Fin is using is not providing satisfactory answers to customers.

Examine the underperforming content for missing, inaccurate, or ambiguous information and revise where necessary, empowering Fin to tackle customer issues more effectively.

Fin Guidance lets you train Fin to speak in your brand’s voice, follow your policies, and handle conversations the way you want, including:

This means faster resolution times, more consistent support quality, and a better customer experience.

You can set clear rules for what Fin should say and do, from using the right terminology to escalating sensitive issues.

Built-in reporting shows how well Fin is following your guidance, with AI-powered suggestions to help you fine-tune responses over time.

If you have a global customer base, allow Fin to provide support in 45 languages by enabling real-time translation. This means Fin will instantly translate answers to match the customer's language using your existing support content 😮

You can also sync/upload content in other languages, or add translated versions of your public articles if you want Fin to use specific translations you provide.

Fin will first search for the answer using content that is available in the language a question was written in. For example, if a user writes their question in French, Fin will search for an answer in your available French content (i.e. articles, snippets, PDF files, etc).

If you have enabled Real-time translation, when Fin can’t find relevant support content in the customer’s language, it will translate existing content in another language (your chosen fallback language).
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Follow these tips to keep Fin optimized and drive positive results for teams, Fin, and customers alike. 😃