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Exploring AI Insights

A deeper overview of the tools that help you understand what's happening across your support operation

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About this course

 

Running an AI-first support operation means you need visibility into what’s happening across every conversation, not just the ones you happen to notice. Intercom has two sets of tools to help with that. Standard Reports gives you the raw data. The AI Insights Pro add-on surfaces patterns and shifts automatically. This lesson introduces both to help you understand what’s possible.

Prerequisites

Before starting this lesson, make sure the following are in place:

  • Fin is live and handling conversations: You should have Fin deployed and actively resolving customer queries.
  • You’ve done initial content optimization: You’ve reviewed Recommendations, published content fixes, and watched your resolution rate respond. If you haven’t started that yet, begin there first.
  • Access to Intercom Reports: All Fin customers have access to standard reporting. The AI Insights features covered below require the Pro add-on.

 

Feature walkthroughs

The videos below walk through each of the AI Insights features mentioned in this lesson. You don’t need to watch them all right now. Familiarize yourself with what’s available, and come back to the relevant one when you’re ready to dig in.

CX Score

CX Score uses AI to rate every conversation on a scale of one to five, covering both Fin and your team. Unlike CSAT surveys, which only capture responses from a fraction of customers, CX Score measures 100% of conversations so you can see how all your customers feel, track performance over time, and pinpoint the topics driving poor experiences.

👉 Learn more about CX Score

Recommendations

Recommendations analyzes conversations Fin couldn’t resolve and surfaces fixes you can act on right away. It highlights content gaps (missing or incomplete articles), data gaps (questions Fin can’t answer without external data), and action gaps (tasks Fin can’t complete without procedures or connectors). Every gap you close means more customers getting instant results. Recommendations are available to all Fin customers, not just Pro.

👉 Learn more about Recommendations

Topics Explorer

Topics Explorer automatically organizes every conversation into topics and subtopics, with performance data layered in: CX Score, resolution rate, and handling time. Use it to see what’s driving your support volume, catch emerging issues early, identify where Fin is struggling, and explore historical data to anticipate seasonal shifts.

👉 Learn more about Topics Explorer

Trends

Trends automatically scans your conversation data and surfaces the biggest shifts in volume, resolution rate, and CX Score. It explains what changed and why in plain language, so you spend less time digging through reports and more time acting on what matters. Filter by the metrics you care about and switch between anomalies and gradual trends.

👉 Learn more about Trends

Monitors

Monitors give you a consistent way to evaluate conversation quality at scale. You define what gets reviewed (every Fin conversation, escalations, high-risk topics) and attach scorecards that define what good looks like. Conversations are scored automatically, with alerts for real-time matching and reports to track quality over time. Some customers have replaced standalone QA tools entirely with Monitors.

👉 Learn more about Monitors

 

What’s next? Start a weekly review habit.

The features above are only useful if you actually come back to them. The teams that get the most out of Intercom’s reporting and insights are the ones that build a regular rhythm around it. Here are a few tips to make that stick:

  • Be realistic about your time. A short review you actually do every week is worth more than a thorough one you skip three weeks out of four. Even 15 minutes checking your headline numbers and acting on one Recommendation is progress.
  • Don’t do it alone. Share what you find with your team. Loop in your CSM or account manager if something looks off. The best insights come from combining what the data shows with what your team is seeing day to day.
  • Focus on one thing at a time. You don’t need to use every feature in one sitting. Pick the area that matters most right now, whether that’s content gaps, conversation quality, or understanding what’s driving volume, and go deep on that before moving on.
  • Let the data guide your priorities, not the other way around. It’s tempting to focus on what you already know about. Use these tools to surface the things you wouldn’t have found on your own.

And you can learn more about this entire process in our Setting up your AI-first helpdesk course.

About this course

 

Running an AI-first support operation means you need visibility into what’s happening across every conversation, not just the ones you happen to notice. Intercom has two sets of tools to help with that. Standard Reports gives you the raw data. The AI Insights Pro add-on surfaces patterns and shifts automatically. This lesson introduces both to help you understand what’s possible.

Prerequisites

Before starting this lesson, make sure the following are in place:

  • Fin is live and handling conversations: You should have Fin deployed and actively resolving customer queries.
  • You’ve done initial content optimization: You’ve reviewed Recommendations, published content fixes, and watched your resolution rate respond. If you haven’t started that yet, begin there first.
  • Access to Intercom Reports: All Fin customers have access to standard reporting. The AI Insights features covered below require the Pro add-on.

 

Feature walkthroughs

The videos below walk through each of the AI Insights features mentioned in this lesson. You don’t need to watch them all right now. Familiarize yourself with what’s available, and come back to the relevant one when you’re ready to dig in.

CX Score

CX Score uses AI to rate every conversation on a scale of one to five, covering both Fin and your team. Unlike CSAT surveys, which only capture responses from a fraction of customers, CX Score measures 100% of conversations so you can see how all your customers feel, track performance over time, and pinpoint the topics driving poor experiences.

👉 Learn more about CX Score

Recommendations

Recommendations analyzes conversations Fin couldn’t resolve and surfaces fixes you can act on right away. It highlights content gaps (missing or incomplete articles), data gaps (questions Fin can’t answer without external data), and action gaps (tasks Fin can’t complete without procedures or connectors). Every gap you close means more customers getting instant results. Recommendations are available to all Fin customers, not just Pro.

👉 Learn more about Recommendations

Topics Explorer

Topics Explorer automatically organizes every conversation into topics and subtopics, with performance data layered in: CX Score, resolution rate, and handling time. Use it to see what’s driving your support volume, catch emerging issues early, identify where Fin is struggling, and explore historical data to anticipate seasonal shifts.

👉 Learn more about Topics Explorer

Trends

Trends automatically scans your conversation data and surfaces the biggest shifts in volume, resolution rate, and CX Score. It explains what changed and why in plain language, so you spend less time digging through reports and more time acting on what matters. Filter by the metrics you care about and switch between anomalies and gradual trends.

👉 Learn more about Trends

Monitors

Monitors give you a consistent way to evaluate conversation quality at scale. You define what gets reviewed (every Fin conversation, escalations, high-risk topics) and attach scorecards that define what good looks like. Conversations are scored automatically, with alerts for real-time matching and reports to track quality over time. Some customers have replaced standalone QA tools entirely with Monitors.

👉 Learn more about Monitors

 

What’s next? Start a weekly review habit.

The features above are only useful if you actually come back to them. The teams that get the most out of Intercom’s reporting and insights are the ones that build a regular rhythm around it. Here are a few tips to make that stick:

  • Be realistic about your time. A short review you actually do every week is worth more than a thorough one you skip three weeks out of four. Even 15 minutes checking your headline numbers and acting on one Recommendation is progress.
  • Don’t do it alone. Share what you find with your team. Loop in your CSM or account manager if something looks off. The best insights come from combining what the data shows with what your team is seeing day to day.
  • Focus on one thing at a time. You don’t need to use every feature in one sitting. Pick the area that matters most right now, whether that’s content gaps, conversation quality, or understanding what’s driving volume, and go deep on that before moving on.
  • Let the data guide your priorities, not the other way around. It’s tempting to focus on what you already know about. Use these tools to surface the things you wouldn’t have found on your own.

And you can learn more about this entire process in our Setting up your AI-first helpdesk course.