Today Eoghan McCabe and Fergal Reid of Intercom join The Cognitive Revolution to discuss building their AI customer service agent Fin, exploring how they achieved a 65% resolution rate through rigorous optimization and custom model training rather than relying on base model improvements, while pioneering outcome-based pricing at $0.99 per resolution.
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Sponsors:
Linear:
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PRODUCED BY:
https://aipodcast.ing
CHAPTERS:
(00:00) About the Episode
(03:43) Keeping Up With AI
(09:56) Evaluating Models and Evals
(13:04) Incumbents vs. Startups
(18:54) Product Risk and Judgment (Part 1)
(19:00) Sponsors: Linear | AGNTCY
(21:34) Product Risk and Judgment (Part 2)
(23:42) The Klarna Layoff Story (Part 1)
(32:11) Sponsors: Claude | Shopify
(36:13) The Klarna Layoff Story (Part 2)
(36:14) Driving Resolution Rate
(45:00) Intelligence Isn't the Bottleneck
(50:10) Closing the Automation Gap
(56:20) Human vs. AI Accuracy
(01:01:03) The Nuance of Speed
(01:04:48) Considering Paradigm Changes
(01:09:31) Outcome-Based Pricing Model
(01:19:12) Casual Hacking and Insights
(01:26:05) AI Adoption and Ambition
(01:36:00) Outro
