Fin Resolution States: Assumed, Confirmed, Escalated, Abandoned
Fin ends every conversation in one of four states. Two bill at $0.99, and the biggest counts silence as success. How to find the resolutions that weren't.
thoughts and learnings
Tagged: AI QA
How to QA Intercom Fin: A Practical Audit Framework
QA Intercom Fin with a five-check audit: resolution accuracy, handoffs, citations, policy compliance, and CSAT on Fin threads. Plus a weekly workflow.
How to Measure Whether Fin Is Actually Resolving Conversations
Measure Fin with resolution rate, Surveyed CSAT, handoff quality, and repeat contact. Compare Fin and teammates without blending unlike work.
Published · Updated · Tahnee Saunders
Metrics & MeasurementAI's Job Stops at the Human Handoff
Two Live Chat guests from different corners of support tech landed on the same rule for where AI's job ends. A data leader and a support VP, side by side.
How AI Can Help Managers Coach Every Support Agent Without Generic Advice
Use AI to find repeated conversation patterns and prepare individualized coaching, while managers retain context, judgment, and responsibility.
AI Quality Assurance for Support: How to Calibrate the Judge
Automated support QA needs a custom rubric, human calibration set, attribute-level agreement checks, confidence thresholds, and an appeal process.
Published · Updated · Augist McCarthy
Support OperationsHow to Validate Predicted CSAT Before You Use It
A practical guide to calibrating AI-predicted CSAT using customer ratings, error analysis, subgroup checks, confidence thresholds, and human review.
What Is 100% CSAT Coverage?
Learn how surveyed ratings and AI-predicted CSAT work together to create a satisfaction signal for every eligible support conversation.
Closed Doesn't Mean Resolved: How to Find Customer Problems That Keep Coming Back
First contact resolution can't tell you whether the problem stayed solved. How repeat contacts, reopens, and follow-ups reveal the real outcome.
Published · Updated · Oscar Morrison
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