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Debug Fin AI Agent answers

See which sources were used in AI-generated answers and take actions to improve content for Fin.

Updated over 2 weeks ago

The Fin AI Agent answer debugger is designed to keep you in control by enabling you to take action on outdated content or missing topics.

  • Access the answer debugger from the Inbox.

  • Gain a behind the scenes view of how Fin AI Agent works.

  • Improve how Fin AI Agent handles support queries in the future by:
    1. Creating new content, or
    2. Updating existing content.

Get started

Access the answer debugger from the Inbox

From the Inbox, any conversations where an AI agent was involved will have an Improve answer button on each AI-generated answer in the conversation thread.

Gain a behind the scenes view of how Fin AI Agent works

Click on Improve answer to open the answer debugger in a side view. This provides a quick glance of existing content which Fin found relevant to the customer's question.

Reference the original response that Fin AI Agent provided

At the top of the answer debugger you'll see a summary of the customer question and the original answer that Fin gave with generative AI.

Review relevant sources used by Fin AI Agent

If you scroll down, you'll find a list of the top items from your Content library which Fin found relevant to this question. Click Load more to view up to 10 relevant items.

Improve how Fin AI Agent handles this customer question in the future

Once you understand which sources Fin AI Agent used to answer that particular question, there are two options to improve how Fin handles the same question in the future:

  1. Create a new Snippet.

  2. Update existing content.

Create Snippet

Snippets are a content source specifically created for Fin. Snippets are not publicly available to customers and are only there to be used by Fin to improve answer quality and coverage.

Update existing content

You can also view the content that was used to generate Fin AI answer. The answer debugger currently displays three content types:

  • Synced Articles

  • Snippets

  • External Content

If a snippet was used, you will have the option to either directly edit, or open the snippet in a new tab.

For all other synced content, you will need to go back to the source to make your edits.

Synced content

  • You can open the article in a new tab within your content section by clicking the External link in the improve answer menu.

  • You can see when the content was last synced.

  • You can also expand and view the content within the side menu.

Snippets

  • Open - Opens the snippet in a new tab.

  • Edit - Allows you to directly edit the snippet in the same view.

FAQs

Why is Fin providing a list of multiple source links in it's answer?

Fin can use multiple relevant sources to generate a comprehensive answer to a single question. If you have several content sources or synced URLs, these may be referenced when Fin replies over email. In that case, the email will include a note like:

“This answer was composed by [name of AI agent] using the information below:

[List of source links]”

To help Fin reduce the number of sources referenced in an answer, you have a few options:

  • Consolidate your content so related information is on the same page.

  • Click Improve this answer and add a snippet that directly addresses the customer’s question—this encourages Fin to rely on a single source next time.

  • Use Fin Guidance to tell Fin how to reference specific source content in its response. (Note: Guidance doesn’t influence which content is retrieved, but it helps Fin generate better answers using what it already retrieved.)

Note: Source links are only listed over email. In chat, Fin links to sources inline with answers instead.

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