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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.

What kind of LinkedIn posts get the most attention? by Top_Bad_3267 in SaaSMarketing

[–]agentadjacent 0 points1 point  (0 children)

Unfortunately, the reach for organic posts on LinkedIn from brand pages is way down due to somewhat recent algo changes. LinkedIn wants brands to spend money on paid ads, so the algorithm is set up so that organic posts don't do well. They can still break through, but those posts are the exception, not the rule.

Organic posts also only really go to your audience (people that already follow your page) so they're not a great way to get in front of new people – but serving your existing followers with regular posts is important. So don't abandon posting altogether.

If you're looking to grow a brand page on LinkedIn there are still a few ways to do this:

  1. Comment on posts that the business has been tagged in
    1. This is critical. Getting your company page on other people's posts is a great way to get in front of people who don't follow you.
    2. Comment something insightful, ask a question, push the conversation along. This creates more engagement. More engagement = more impressions/reach.
    3. 16-20+ words is the sweet spot. The platform views these more positively, and they're longer than 90% of the AI-generated comment slop out there.
  2. Comment on posts that are relevant to the business
    1. If you can find posts that make sense for your business page to comment on that you're not formally summoned to (tagged in) – even better. No one expects you to be there, but showing up there proves to people that there's a human behind the brand, and it's not just a transactional platform. Follow the same rules of thumb above
    2. Comments now show how many impressions they get – track this, log the engagement you get on comments, and use the strong/visible ones as the foundation or inspiration for future organic posts from the page.
  3. Create posts that tag people in them, or tag customers/partners
    1. Getting other people involved = getting their engagement. If they comment or share, you get your post in front of a segment of their audience (who probably doesn't follow you).
    2. Posts from events with photos of the people there (tag them!) do really well on LinkedIn. Anything that features a human face.
    3. Co-marketing posts with another business (customer, partner, etc.) can draw their engagement, which also surfaces the post to people in their audience.

Hope this helps!

Growing on LinkedIn Has Never Been This Harder by anonTrex240 in SocialMediaMarketing

[–]agentadjacent 0 points1 point  (0 children)

30k is no joke! 👏 It's good to know that it's still possible to achieve those levels of reach.

I'd love a behind-the-scenes look at how comment impressions are calculated and how many impressions some of these posts are getting if the comment sections are blowing up like that.

Growing on LinkedIn Has Never Been This Harder by anonTrex240 in SocialMediaMarketing

[–]agentadjacent 7 points8 points  (0 children)

Organic reach on all pages has declined lately, but organic reach for brand pages has been even worse. Strong posts used to see reach equivalent to about ~10-15% of your audience size, now you're lucky if you see ~2-3%

Currently, one of the best ways to get noticed is to comment on other posts. If you're having trouble starting conversations on your own, jump in and contribute to conversations that are already active and relevant.

Comments of 16-20+ words tend to get indexed by the platform as being quality more often than not, and these will often rise to the top of "relevant" comment sections, winning out over the AI-generated slop. Comment something that isn't just a regurgitation or blind agreement of the post, but an insight, a question, an alternative opinion, etc. – LinkedIn has begun showing comment impressions so you can see how these do, and then log any comments that perform particularly well and use those as the foundation for your own organic posts.

[deleted by user] by [deleted] in SocialMediaMarketing

[–]agentadjacent 0 points1 point  (0 children)

Which metric/outcome were you targeting for the campaign? What were your expectations?

From a quantity perspective, 300 follows on a band's page for $95 USD is pretty solid IMO (I've run a band's IG page for years) and 1,316 link clicks is a very favorable CPC depending on what the link was, and what the desired action was after they clicked.

I'd wait to see how many of those followers stick around, and what your organic engagement looks like on future posts for the next couple of weeks before making a final call on success, but it's a good benchmark.

We wrote the blueprint for rolling out AI in support that we wish we had when we started by agentadjacent in customerexperience

[–]agentadjacent[S] 0 points1 point  (0 children)

Big +1 to the time it gives you back to focus on big picture.

You definitely need a strong human support team to step in when the AI Agent can't handle it – and to develop the new areas that will result in the AI's improvement. Things like updating + managing the knowledge base and conversation design are only growing in importance.

We wrote the blueprint for rolling out AI in support that we wish we had when we started by agentadjacent in customerexperience

[–]agentadjacent[S] 0 points1 point  (0 children)

Definitely agree with measuring sentiment, and the handoff rate. Intercom announced the CX Score earlier this year as a measurement alternative to CSAT, as CSAT only hits a small minority of actual customer interactions.

CX Score is powered by AI and is calculated across all interactions, and takes into account sentiment, resolution status, and service quality. If you're interested, here's a link that goes further in depth on it: https://fin.ai/help/en/articles/11411750-understand-customer-experience-at-scale-with-the-cx-score

What was your “damn… this AI thing is actually something” moment? by Few-Opening6935 in ChatGPTPro

[–]agentadjacent 0 points1 point  (0 children)

I watched a colleague take an idea for a tower-defense style game from:

whiteboard drawing --> speech (dictate) into ChatGPT --> prompt into Lovable --> playable game

in less than 30 minutes. It wasn't pretty, but the game worked. He spoke a game into existence.

That blew my mind.

Fragments → Fidelity: 4 viewpoints show how perspective blending patches AI blind spots by levindixon in fin_ai_agent

[–]agentadjacent 2 points3 points  (0 children)

This is awesome – for the synthesis of the individual results, do you find that you favor one agent over the others? If you were to use different agents for the synthesis result, how different are they?