In 2024, I worked on developing the reporting capabilities for our “Fin AI Copilot” product. Our goal was to help support managers better understand how Intercom AI Copilot assists agents in their daily tasks. This involved ensuring managers could see how Copilot was used, the types of questions it answered, and surfacing suggestions so managers could easily review Fin’s responses, evaluate their quality, and optimise the content to improve Fin’s accuracy. On average, we saw Fin AI Copilot increase agent efficiency by 30% and this reporting tool was instrumental in helping managers understand these results.