Tried a local AI chatbot for customer support instead of the big name option

I had to pick between using Zendesk's AI or a smaller tool called Intercom's Finn, and went with Finn because it was way cheaper. It handled about 60% of questions on its own the first week, which honestly surprised me since I expected more errors.

3 comments

3 Comments

annaw731mo ago

60% in the first week? Thats honestly better than my last relationship's communication rate. I tried a chatbot once and it told me to restart my router when I asked about a refund.

the_tessa1mo ago

Huh, that's honestly hilarious and sad at the same time. Was it one of those basic script bots or did it at least try to pretend it understood you? I'm honestly curious what company thought "restart your router" was the go-to for refund questions.

ericj451mo ago

Hate to be that guy but I gotta push back on this. 60% in the first week is actually a terrible result if you think about it. That means 40% of your customers hit a wall and either gave up or needed a human anyway. I tried a similar setup and my bot kept funneling people to a broken refund link whenever they typed "cancel" or "complaint." Ended up with way more angry tickets from people who felt like they were talking to a brick wall. I'd rather pay a bit more for a system that at least knows the difference between a billing question and a tech support issue.