Intercom has established itself as a category-leading customer support solution that enables businesses to seamlessly serve customers across multiple communication channels: websites, WhatsApp, Instagram, Facebook, and SMS. With Intercom’s flow builder and built-in AI features, companies can create sophisticated chat automations without writing a single line of code. Their robust API, complemented by over 100 direct integrations in their app store, makes Intercom an incredibly versatile addition to any tech stack.
This widespread adoption is precisely why DocsHound prioritized Intercom as our first turnkey integration. We recognized early on that many of our customers rely on Intercom, and we wanted to provide support agents with instant access to content in their DocsHound knowledge base, directly within the Intercom environment they use daily.
For companies embracing an AI-forward approach, Intercom offers Fin – an AI companion designed to serve as the frontline responder in customer interactions. In theory, when properly trained with comprehensive documentation, Fin should handle most routine customer inquiries, only escalating complex or unique issues to human support agents.
This vision of AI-augmented support is compelling: faster response times, 24/7 availability, and more efficient use of human support resources. However, the real-world implementation often reveals a weak link for many businesses – the quality and completeness of their documentation.
The Documentation Challenge: A Common Hurdle to AI Success
When organizations activate Fin, they’re often confronted with an uncomfortable reality: as Fin becomes the first point of contact for every customer question, any gaps in its knowledge become immediately apparent. Support teams find themselves in the difficult position of watching as limitations in Fin’s training lead to customer confusion or frustration.
As many Fin users have noted in Intercom’s community forums, there’s typically an initial bumpy period where customers encounter less-than-optimal responses. This creates urgent work for support teams to improve the AI’s training to improve outcomes:
- Audit Fin chat transcripts
- Identify trends and topics where Fin consistently underperforms
- Create or update content to address these knowledge gaps
When the gaps are identified, Intercom offers several options for expanding Fin’s knowledge base: syncing content from your website, leveraging previous support conversations, or uploading relevant PDFs. However, in many cases, the only real solution is to create a new document from scratch.
At this point, Intercom provides a content editor – essentially a blank page where teams must start from zero:
DocsHound: Bridging the Documentation Gap for Fin Success
This is precisely where DocsHound transforms the equation. DocsHound is the quickest, easiest way for teams to create the high-quality, structured content that powers effective AI agents like Fin.
Instead of the blank page above, with DocsHound you can record a screen share – or even narrate the information needed – and we automatically generate and catalog the new content. With our Intercom connector enabled, the content is automatically synchronized, directly updating Fin’s training.
A current limitation of Fin (and many AI support agents) is the inability to fully comprehend images, which are often critical for visually-driven products (eg. software applications, fashion items, or assembly instructions). Intercom acknowledges this by recommending that “it’s important to also include step-by-step text instructions above or below any image or video which guides the user through the process.” Spare your fingers! DocsHound’s visual learning AI automatically generates these detailed text descriptions.
Elevating Your Customer Support with DocsHound and Intercom
If you’ve invested in Intercom and Fin, you’ve already demonstrated a commitment to providing exceptional customer support. DocsHound helps you realize the full potential of that investment by streamlining the documentation process that underpins AI success.
DocsHound and Fin form a natural partnership. By combining DocsHound’s documentation capabilities with Intercom’s customer engagement platform, you create a powerful synergy that:
- Reduces the time and effort required to create comprehensive documentation
- Improves the accuracy and helpfulness of Fin’s responses
- Allows human agents to focus on complex issues requiring personal attention
- Provides consistent, high-quality support experiences across all channels
DocsHound for Intercom is free with no credit card required. If you want to create Intercom support docs in minutes, not hours, try DocsHound today.