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Intercom on Product: Building Software in an AI-first World
Off Script: Reinventing customer service with AI
Jun 21, 2024
Fergal Reid, VP of AI at Intercom, discusses the impact and evolution of AI in customer service, specifically focusing on large language models like GPD. He highlights the potential of AI in reshaping customer support and emphasizes disciplined development for high-quality AI products.
26:57
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Quick takeaways
- Advancements in AI are revolutionizing customer service through large language models.
- Building reliable AI tools for customer support involves addressing challenges like hallucinations in AI responses.
Deep dives
The AI-driven Transformation in Customer Service
Advancements in AI, particularly large language models, are revolutionizing customer service by streamlining knowledge work. Intercom's VP of AI, Fergal Reed, discusses the shift towards deep AI-first systems that prioritize customer service solutions. Through innovations like ChachiPT, AI applications are enhancing natural language processing capabilities, leading to breakthroughs in understanding context, translations, and summarizations.
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