The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Off Script: Reinventing customer service with AI

Jun 20, 2024

Fergal Reid, VP of AI at Intercom, discusses the application of machine learning in customer service. Topics include advancements in NLP and ML, challenges in predicting AI technology, and the impact of AI in customer service, including the future potential of autonomous AI bots.

27:02

Episode guests

Fergal Reid

AI Summary

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

AI is revolutionizing customer service by undertaking knowledge work and understanding tasks beyond translations.

Developing AI products for customer service requires rigorous testing, incremental improvements, and ethical considerations.

Deep dives

AI Revolutionizing Customer Service

AI, specifically large language models, is poised to revolutionize customer service by undertaking knowledge work, starting with tasks like customer service support. The technological breakthrough in natural language processing through attention-based algorithms and transformers has enabled machines to understand various tasks beyond translations, such as summarization and instructions. This revolution represents the promise of AI and its remarkable advancements in comprehending and processing information.

Intro

2min

Advancements in Natural Language Processing and Machine Learning

5min

Exploring the Uncertainty and Potential of AI Technology

2min

Exploring the Impact of AI in Customer Service

18min

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.

You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y

Follow the people:

https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/fergalreid/

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LinkedIn: https://www.linkedin.com/company/intercom/

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