Who, and what, is Angus?
Angus is our AI chatbot, and the first responder to most of our customers’ support queries. He can instantly answer questions with accurate information. While he won’t be answering all our customer queries, you’re likely to meet him during peak times, or if you get in touch while his human teammates are off the clock.
Where does Angus find his information?
Angus uses the wealth of information across Figured’s extensive Help Centre and Figured Learning courses to ensure technical accuracy. He also has an extensive knowledge database that our Customer Success team are constantly updating, so he is being taught by the best - his human teammates!
Why is Angus being used?
Angus’ encyclopedic knowledge of Figured will help us to provide immediate 24/7 service for most types of support requests.
“Chatbots” have been around for a while - they’re older than Figured itself! Their reputation as reliable support agents has steadily improved over the years, and we’re finally seeing the technology be able to effectively engage with the nuanced questions that customers need to ask. Up until now, we haven’t used chatbots or AI to communicate with our customers, and getting Angus on board has been a slow, considered process.
So, we are now fully confident in Angus’ ability to take charge of our first responses. And for anything that requires a more bespoke approach, our team of Customer Success Specialists are still here to help! Which brings us to…
But I want to talk to a human, not an AI. Can I still do that?
Of course! We are not removing or reducing any of our availability, and we still have a team spread across New Zealand, Australia, UK and US time zones. Angus will always accompany his answer with the option to either continue your conversation with him, or request one of our human specialists, as shown below:
I have security and privacy concerns. What does Angus do with my data?
He takes the data in our documentation, including our publicly available Help Centre and Figured Learning courses, along with an extensive internal knowledge database, and uses this to respond to your questions. Angus doesn’t have access to your Figured account, so cannot access any of your financial information.
There is no change from how Figured has always managed customer data in Intercom; your personal data is stored in Figured’s Intercom workspace, and this remains secure and protected.
For a more detailed, technical answer to how Figured handles your data, please see our Privacy Notice.
Tips to get the best results from Angus:
Be specific: Clearly state your question or issue.
Provide context: Mention which part of Figured you’re working with.
Ask one question at a time: This helps me focus on providing accurate information.
Use keywords: Include relevant terms related to your query.