Building With AI Enhancing customer service with AI | Fergal Reid (VP of AI at Intercom)
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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.
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Intercom's AI Journey
- Fergal Reid joined Intercom six years ago as their first dedicated machine learning hire.
- Initially, they built Resolution Bot, a chatbot that required significant setup, but ChatGPT's arrival changed everything.
GPT-4's Impact
- GPT-4 represents a significant leap in AI capabilities, impacting how Intercom develops AI products.
- Building MVPs with GPT-4 is faster, enabling quicker prototyping and production testing.
Mitigating Hallucinations
- To mitigate hallucinations, use prompt engineering techniques like chain of thought and quote extraction.
- Conduct extensive A/B testing and backtesting to evaluate prompt changes and system-wide impacts.