Building With AI
Enhancing customer service with AI | Fergal Reid (VP of AI at Intercom)
Dec 4, 2023
Fergal Reid, VP of AI at Intercom and the company's first machine learning hire, shares insights on transforming customer service with AI. He discusses Intercom's evolution into an AI-first company and the pivotal role of ChatGPT in this journey. Fergal highlights strategies to mitigate AI hallucinations and the importance of rapid iteration in AI development. He also emphasizes the shift to conversational AI and how it enhances user experiences, illustrating the need for ongoing innovation amid rising AI-native competitors.
50:24
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Quick takeaways
- Intercom's transformation into an AI-first company highlights the significant impact of advanced AI models like ChatGPT on customer service efficiency.
- Effective AI integration at Intercom is driven by a collaborative structure that fosters agile communication between AI engineers and product teams.
Deep dives
Importance of AI in Customer Support
AI plays a crucial role in enhancing customer support functions, with companies like Intercom leading the charge. The integration of AI tools allows for improved efficiency and effectiveness in addressing customer queries. With the advent of advanced AI models, like OpenAI's ChatGPT, businesses can now create chatbots that handle customer interactions with minimal upfront setup. This accessibility encourages rapid adoption, empowering companies to significantly improve their customer service offerings.
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