---
title: "Announcing Monitors: Opening the AI black box"
description: "Intercom announced Monitors, a new Fin product area intended to complete its observability suite alongside Insights and Recommendations. It addresses the limits of random sampling, CSAT, and spreadsheet-driven quality assurance by letting teams select conversations with filters or natural-language criteria, including risk signals, and maintain repeatable samples. Custom Scorecards then define business-specific evaluation criteria, weighting, and critical failures, with scoring performed by AI, humans, or both to produce an overall quality score. Flagged conversations enter a Review Queue for assignment, notes, status tracking, and follow-up fixes, while reporting compares scores with CX Score, resolution rate, Monitors, and Scorecards over time. Monitors for Fin conversations is live, with human-agent QA, real-time alerts, and knowledge-base evaluation identified as planned additions."
---

# Announcing Monitors: Opening the AI black box

[Intercom](https://yomu.fyi/company/intercom) · Alissa Tyrangiel · Mar 25, 2026

**Type:** Announcement

## Summary

Intercom announced Monitors, a new Fin product area intended to complete its observability suite alongside Insights and Recommendations. It addresses the limits of random sampling, CSAT, and spreadsheet-driven quality assurance by letting teams select conversations with filters or natural-language criteria, including risk signals, and maintain repeatable samples. Custom Scorecards then define business-specific evaluation criteria, weighting, and critical failures, with scoring performed by AI, humans, or both to produce an overall quality score. Flagged conversations enter a Review Queue for assignment, notes, status tracking, and follow-up fixes, while reporting compares scores with CX Score, resolution rate, Monitors, and Scorecards over time. Monitors for Fin conversations is live, with human-agent QA, real-time alerts, and knowledge-base evaluation identified as planned additions.

## Context

As Fin handles more complex customer conversations at scale, support leaders need visibility into whether conversations are resolved completely, meet brand and quality standards, and perform reliably. The post identifies random sampling, CSAT, and existing QA processes as limited in scope and difficult to scale.

## Approach / What changed

Monitors lets teams define which conversations are reviewed using filters or natural-language criteria. Custom Scorecards specify evaluation criteria, weighting, and critical failures, with AI and human scoring supported together. A Review Queue assigns flagged conversations, tracks status, and supports follow-up fixes, while reporting connects quality scores with operational metrics.

## Takeaways

- Monitors can target high-risk or complex conversations, such as financial vulnerability or unresolved repeated answers, while also maintaining consistent samples for benchmarking.
- Custom Scorecards can combine AI and human review, weight criteria, and designate failures that invalidate an entire evaluation.
- The Review Queue tracks conversations through review and remediation statuses, keeping notes, assignments, and suggested fixes within Intercom.

**Tags:** [AI Agents](https://yomu.fyi/topic/ai-agents), [Customer Experience](https://yomu.fyi/topic/customer-experience), [Monitoring](https://yomu.fyi/topic/monitoring)

- Source: [Intercom](https://www.intercom.com/blog/announcing-monitors-opening-the-ai-black-box)
- Source URL: https://www.intercom.com/blog/announcing-monitors-opening-the-ai-black-box
- Ingested by Yomu: 2026-09-09T08:20:28.103Z

[Read original post](https://www.intercom.com/blog/announcing-monitors-opening-the-ai-black-box)