Section 6: Sales, marketing, corporate communications and customer service

Scenario 59: Support response and knowledge base article

Level: Intermediate · Tools: Intercom Inbox AI, Copilot, AI Compose, AI Summarize, Fin AI Agent > Train > Content

Who and in what situation

Elif, the support lead at a subscription-based software service in İstanbul, wants to make responses consistent and turn recurring questions into knowledge base articles.

How it is done today

She searches old conversations, copies the macro, and asks the expert whether the article is up to date.

How to do it with AI

  1. Enable the appropriate features under Settings > AI & Automation > Inbox AI. In the conversation, use Copilot to search for answers from internal, public, and past conversation sources. [107]
  2. In the reply box, open the AI Compose options with Ctrl J or Cmd J. Use Rephrase, Change tone, Fix grammar, or Translate; review the draft before sending. [107]
  3. Write up the question as a public/internal article via Knowledge > Sources or Fin AI Agent > Train > Content > Create content; test it with Preview. [115] [116]
  4. Obtain product expert approval before publishing the article and enabling the Fin toggle. If the source changes, update the article and preview it again. [116]

Example prompt

Draft a response to the customer's question using {product policy} and the verified information in the conversation. Use a {tone} tone and a length of {length}. Turn anything unknown or unverifiable without viewing the account into a question. Then draft a knowledge base article that addresses the same question, with a clear title and steps.

Evidence and real-world example

In the study by Brynjolfsson, Li and Raymond published in QJE, an assistant that suggested real-time responses to 5,172 customer support representatives increased the number of chats resolved per hour by an average of 15%; the increase was greater among less experienced representatives. This result cannot be directly generalized to Intercom. [117] The Intercom Inbox documentation explains AI Compose, AI Summarize, and human review. [107]

Points to consider

AI Summarize requires the Advanced plan for manual use and the Expert plan for automated summarization through workflows. Human review, published content, and the Fin toggle are required. Turkish is among Fin's documented AI Answers languages; test it with company terminology. [116] [107] [118]

Sources for this scenario

  1. AI features available in the Inbox (intercom.com)
  2. Knowledge sources to power AI agents and self serve support (intercom.com)
  3. Add your content for Fin AI Agent (intercom.com)
  4. Generative AI at Work (academic.oup.com)
  5. Set up Fin AI Agent multilingual support (intercom.com)