Intercom app

Get real-time CX Scores and automated conversation analysis to monitor, understand, and improve support performance.

Measure customer service with AI insights built for the AI Agent era

Get full visibility into customer experiences with CX Scores—across both human and Fin interactions.

Understand customer experience at scale with the CX Score

Check on Fin's automation rate, resolution rate, involvement rate, and CX Score in real time - so you can track impact and catch issues early.

Monitor Fin’s performance with clarity and confidence

Know exactly what’s driving support volume with Al-generated topics and subtopics - no tagging or manual effort required.

Use the Topics Explorer to see what’s driving volume

How to view Fin's active, resolved, escalated, and pending conversations from the Inbox.

View Fin AI Agent's conversations from the Inbox

An overview of Fin AI Agent optimization features and best practices for driving better AI resolutions.

Top ten ways to optimize Fin

Learn how to configure Fin CSAT surveys in Workflows, and report on customer satisfaction scores for Fin AI Agent conversations.

Analyze and report on Fin AI Agent CSAT

See which sources Fin used to generate answers and take action to improve similar answers in the future.

Debug Fin AI Agent answers

Use AI-powered recommendations to improve Fin’s resolution rate by fixing content, data, and action gaps.

Optimize Fin instantly with the help of AI

Automatically find and get clear explanations for the biggest shifts in your conversation volume, Fin resolution rate, and CX Score.

How to use Trends to spot shifts in your support data

Track changes made to Fin's configuration, including who made the change and when.

View the Fin AI Agent changelog

The percentage of customer support conversations resolved by Fin AI Agent, without a human teammate needing to step in.

Fin AI Agent Automation Rate

Identify what's driving a low Fin CX Score and take targeted action to fix it across five key negative feedback reasons.

How to improve your Fin CX Score

What's changing with Involvement Rate, Resolution Rate, and how Fin Constrained conversations are now reported.

Update to Fin performance metrics

Michaela Hone

Mark O'Donovan

Beth-Ann Sher

Analyze

Understand how Monitors help you evaluate Fin's conversation quality at scale, and how they work with Custom Scorecards.

Monitors explained

Learn how to create and customize scorecards to evaluate conversations and maintain high quality standards.

Creating and configuring Scorecards

Learn how to set up a Monitor to automatically track conversation quality and ensure your team meets performance standards

How to create a Monitor

Learn how to set up Monitors for human teammate QA, including creating custom scorecards, configuring monitors, and submitting reviews.

Getting started with human teammate QA in Monitors

Best practices for defining clear, actionable criteria to evaluate teammate performance using monitors and scorecards.

How to write effective Monitor & Scorecard criteria

Use Monitor reports to track Fin AI Agent quality trends, identify performance patterns, and pinpoint areas for improvement.

Reporting on Monitors

Find answers to common questions about setting up monitors, managing permissions, and troubleshooting your quality assurance workflows.

Monitors FAQs

Dawn

Alissa Tyrangiel

Monitors and Custom Scorecards 

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A quick lap of the product so you know where everything lives.

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This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

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Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

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In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

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