As a Support Experience Guide, you're the human expert who steps in when our AI agent Finn needs a helping hand. You don't just fix problems; you make our users feel heard and build trust that lasts. Every interaction isn't just a closed ticket, it's a lesson that makes Finn smarter for next time. Finn is smart, but you're the genius behind the curtain 🤖✨
Take Ownership:
- Make sure every user feels supported, understood, and never left behind: you'll take over escalated conversations that Finn (our AI assistant) hands off to a human.
- Get to the root cause of why users needed to reach out at all, and drive fixes that remove the underlying problem: not just close the ticket.
- Make Finn smarter after every interaction: spot where it fell short, and feed that back so the next Eva gets a better answer.