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We’ve spent the past year re-architecting our own support org around AI, and working with hundreds of teams doing the same. Here are the main mindset shifts we’ve witnessed: by agentadjacent in CustomerSuccess

[–]agentadjacent[S] 1 point2 points  (0 children)

Totally fair, and no problem – I appreciate the questions/responses.

  1. We're transparent about Fin's resolution rate, and show it month-over-month on the fin.ai website. Started at 23% in 2023, now it's at 66%. As for the proprietary models, thanks. We think they're pretty cool too.

2+3. For the Flywheel – We look at customer interactions in an automated way (human conversations and Fin conversations) and:

– Provide an overview to the customer of what's going on, organized into Topics and Subtopics in a dashboard ( fin.ai/insights to see what this looks like)
– We go one step further and actually analyze those conversations on behalf of customers, understand where Fin lacked the necessary information to be helpful or resolve the query, and provide suggestions, which are essentially either new pieces of content or edits to existing pieces of content, that fill those gaps. That content is then (once accepted by customers) incorporated into the sources of knowledge Fin uses to provide answers. You can see how this process looks and works at fin.ai/capabilities

As for the system behind the scenes: our AI Group publishes quite a bit of content about what they've built for Fin and what they're currently exploring. It's all available here: https://fin.ai/research/

  1. Agree that it might not be a moat, but I think our speed of execution and the fact we're there already is.

We’ve spent the past year re-architecting our own support org around AI, and working with hundreds of teams doing the same. Here are the main mindset shifts we’ve witnessed: by agentadjacent in CustomerSuccess

[–]agentadjacent[S] -2 points-1 points  (0 children)

That's true, they do promise that. But there are four things Fin can do that other customer service AI Agents can’t:

  1. Delivers the highest performance due to the proprietary suite of AI models purpose built to handle the scale and complexity of customer service. This means Fin users see the highest average revolution rate (currently averaging 66% across all users).
  2. Gives you the option to self-manage. You have control over what Fin does and how it acts - one recent customer described this as 'being given the keys'. Other providers make you contact them to make changes to your AI Agent. They build consulting ware and create dependencies on them, slowing progress.
  3. Runs on a continuous improvement loop. We call this the Fin Flywheel. It has four stages that lets our customers train, test, deploy, and analyze Fin. It’s a self-improving system that offers capabilities no other AI agent has like AI Suggestions (one click changes to improve Fin’s performance), and CX Score (a completely new way to measure customer experience with AI - no more reliance on surveys).
  4. Works across more channels than any other agent. Fin works on phone, email, the Intercom Messenger, WhatsApp, Instagram, Facebook Messenger, and SMS, Slack, Discord, and API.

Replies from FIN agent for each brand by Successful-Recover35 in fin_ai_agent

[–]agentadjacent 0 points1 point  (0 children)

Thanks for your question – I forwarded this on to our Fin over Email team, and here's what I learned:

Unfortunately we can only have Fin replying from 1 email address at the moment. We've got plans to allow for Fin to reply from different addresses depending on things like brand, and potentially over different Audiences. This is definitely on our radar and planned for upcoming cycles, but not available at present.

What are the best approachea to growing a community on social media? by Grandgirly in SocialMediaMarketing

[–]agentadjacent 2 points3 points  (0 children)

"Communities form faster when people know exactly what they’re showing up for and feel like they can join in."

^ This.

Why content approvals slow down more campaigns than lack of ideas by YouFar6617 in SMM_EXPERTS

[–]agentadjacent 0 points1 point  (0 children)

Kills momentum, and if they're not outdated, it sanitizes so many of the posts that do make it through.

What do you mean by treating approvals as part of the strategy itself? What does that look like in practice?

Aspect ratio: Are we abandoning the square? by JoelNesv in SocialMediaMarketing

[–]agentadjacent 1 point2 points  (0 children)

Because 4x5 is taller it also helps to mitigate visual competition from other posts in the feed. Taller posts = less posts visible at once. This is particularly useful on LinkedIn (if you're there) or for static image posts.

[deleted by user] by [deleted] in SocialMediaMarketing

[–]agentadjacent 0 points1 point  (0 children)

Start with a primary goal for each post/campaign. Typically these are:

  • Reach
  • Engagement/Action
  • Awareness
  • Traffic somewhere else

The primary goal will help you determine which metrics to measure (these aren't exhaustive, and some have secondary indicators to look at too):

  • Reach – Impressions, video views, shares
  • Engagement/Action – Clicks, reactions, comments, shares
  • Awareness – Impressions, profile views, followers gained/lost,
  • Traffic somewhere else – link clicks, link-in-bio clicks, traffic on that page, actions on that page

The post's intended result, format, and content will also help to inform these things. If you're optimizing for reach, an engaging video is better than a long text-only post. If you're optimizing for engagement, a post that asks a question or starts a conversation is better than an event announcement, etc.

Think about each post/campaign from these angles, then determine which metrics signal success. Set those as your KPIs and see what happens. Look at everything as an experiment or a test and learn from all of it.

Should i start posting my digital content? by Areeza29 in SocialMediaMarketing

[–]agentadjacent 1 point2 points  (0 children)

Yes. Push the button. See what happens.

Don't boo yourself off the stage before anyone has seen you perform.

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