The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Moment of truth – Fin AI Copilot in practice
Apr 18, 2024
VP of Customer Support and Senior Director of Human Support at Intercom discuss the benefits of Fin AI Copilot, enhancing efficiency and transforming customer interactions. Topics include response accuracy, speed, knowledge management, and tool expansion.
22:21
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Quick takeaways
- Fin AI Co-Pilot enhances support efficiency by accessing internal information and external sources for structured answers.
- Introduction of Fin AI Co-Pilot led to a 31% increase in agent efficiency by reducing research time and expediting response creation.
Deep dives
Overview of Fin AI Co-Pilot's Evolution
Fin AI Co-Pilot evolved from Fin Agent's focus on using Generative AI to provide fast, accurate customer answers. The new Co-Pilot enhances support team efficiency by accessing internal information, conversation history, and external sources to compile structured answers. This shift aimed to empower support reps with easier access to varied information, leading to faster and often improved customer responses.
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