- Own day-to-day performance, quality, and improvement of Intercom Fin.
- Monitor Fin metrics such as resolution rate, escalation rate, customer satisfaction, conversation quality, and recurring failure patterns.
- Review unresolved or escalated conversations to identify root causes and improvement opportunities.
- Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.
- Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI-powered experiences are accurate, helpful, compliant, and aligned to business goals.
- Identify content, process, configuration, or data gaps that prevent AI tools from delivering a great user experience.
- Support internal pilots and beta tests for expanded AI use cases, including experiences beyond traditional customer support.
- Help define requirements, success metrics, test plans, rollout steps, and feedback loops for AI-enabled workflows.
- Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change may be a better fit.
- Document learnings, risks, decisions, and recommendations so AI improvements can scale responsibly.
SQLBusiness AnalysisData Analysis+1 more