What changes when you see the whole picture.
ResponZ runs every day on the Intercom conversations of our own support teams. Here's what they found, with real numbers.
What you find, week after week.
Before ResponZ, after ResponZ.
Fin answered a large share of conversations and the resolution rate looked reassuring. Per-answer scores told a different story.
Every week, CSV exports to understand the support workload. Now one dashboard, including what nobody looked at before.
Results measured on our own support teams. Names are withheld until the people involved give written consent.
Thousands of Fin answers scored. Five failure patterns keep coming back.
The plausible but outdated answer.
Fin quotes a help article with confidence while the product has changed since. It costs you reopens by day 7.
The generic answer that misses the question.
A precise three-part question, an answer that's close but off. Common on multi-intent requests.
Right content, wrong tone.
Correct on substance, robotic with a frustrated customer. Technically resolved, relationally failed.
The promise you can't keep.
“A refund will be processed within 48 h”, with no action triggered and no policy allowing it.
The loop.
The same answer rephrased three times while the customer gets annoyed. The signal you should have escalated.
What changes for the team.
100% of answers reviewed.
Instead of the 2 to 5% manual QA covers, with the same four criteria for Fin and the team.
Coaching grounded in facts.
The score, the reason and the conversation: no more debating impressions.
Fix the source, not the conversation.
A gap becomes an article, and its effect is measured at day 30.
No more CSV exports.
Median and p90 SLA, reopens per agent, backlog: refreshed every day.
Churn seen before the cancellation.
Accounts going quiet and the amount at stake, before the goodbye email.
Fin under control.
Its bad answers surface every morning, with the topic and the reason.
What our customers find in 30 days.
Indicative figures, to confirm on your own data.