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Enhancing customer service with AI | Fergal Reid (VP of AI at Intercom)

Building With AI

CHAPTER

Transforming Customer Support through AI

This chapter examines the shift from traditional software interfaces to conversational AI, emphasizing its impact on user experience and customer support. It highlights the need for engineers to embrace AI technologies, drawing parallels to earlier technology adoption phases like cloud computing. The discussion covers strategic investments in customer service solutions, the evolving landscape of consumer behavior, and future aspirations for AI initiatives at Intercom.

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