Lainge / Workflow case study
A customer-support workflow at Hospitable
Sourced reporting from Intercom; this is not a Lainge client engagement. Intercom says Hospitable’s Fin uses its knowledge base to answer common questions and routes uncovered questions to support agents.
Baseline process
Intercom reports that Hospitable serves hosts who may need support outside business hours and had a backlog of 500 support queries. The story does not quantify the prior response time or describe a fuller support baseline.
Implemented workflow
According to Intercom’s customer story, Fin uses information from Hospitable’s knowledge base to answer common questions. When a question is not covered, Fin routes the customer to a support agent to take over and provide further assistance.
Safeguards
Intercom’s report says answers use Hospitable’s knowledge base and questions outside it are handed to support agents. The story does not report additional safeguards.
Human oversight
Questions not covered by the knowledge base are routed to support agents, who can take over and provide further assistance, according to Intercom’s published customer story.
Observed results
Measured results
Backlogged support queries resolved
Intercom reports Fin instantly resolved 500 support queries in Hospitable’s backlog.
Intercom’s published customer story · Intercom Hospitable customer story, https://www.intercom.com/customers/hospitable
Inbound queries resolved by Fin
Intercom reports Fin resolves 30% of the inbound queries it interacts with.
Intercom’s published customer story · Intercom Hospitable customer story, https://www.intercom.com/customers/hospitable
Response-time reduction
Intercom reports a 95% reduction in response times.
Intercom’s published customer story · Intercom Hospitable customer story, https://www.intercom.com/customers/hospitable
A practical next step