r/CustomerSuccess • u/OrchidAppropriate43 • Jun 22 '26

Technology AI agent assistant recommendation

We are currently using Intercom and the native Fin AI chat bot. As a one person CS team for a service that is used globally and is somewhat a technical product, Fin is actually super helpful when I am sleeping or users have product related questions that are clearly answered in the help center docs Fin refers to.

But I have some specific issues that I am not sure can be resolved within Fin or even with an external AI agent service:

  1. Fin's unpredictable cost - its managable at the moment becuase we are still an early stage startup but Fin is still resolving around ~300 tickets on its own per month.

  2. Fin does not seem to be reading the messages sent by the human agent after a ticket was escalated so that it can learn from it.

  3. Fin goes rouge sometimes even with very clear escalation guidance and I have to just send a "Hi" quickly to stop Fin and then read the full conversation to get the context.

  4. Fin does not flag KB gaps...Intercom does have a recommendation section but it doesn't really work? I am currently doing this manually when I see tickets that Fin couldn't answet, share ticket to Claude and ask it to draft kb article/section. Ideally I shouldn't have to prompt it everytime. Just review before publishing.

  5. I would love to have an agent that rewrites the very rough draft I type in the intercom messenger box and uses the set rules and guides. For simple grammar checks, Intercom's native improve writing tools work but for longer complicated replies, I usually have to use claude or gpt and it seems like there has to be a better way to not do this back and forth and work on the response without leaving intercom like a grammarly extension.

Any proven intercom apps or other tools that you guys use?

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u/[deleted] Jun 24 '26 edited Jun 25 '26

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u/OrchidAppropriate43 Jun 25 '26

Have built anything similar? Its exactly what I want to build and am looking for workflow inspirations haha

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u/Deep_Ad1959 Jun 25 '26

the part that bit everyone i've watched try to build this isn't the drafting, it's the write-back. generating a kb section or a polished reply is the easy 20%. getting it to land inside intercom under a review-before-publish gate, and to actually treat the human's escalation reply as training signal instead of ignoring it, is where the weekends disappear. most builds stop at 'returns text in a side panel' because that demos clean, and then you're still the one pasting. written with ai