Announcing Intercom’s new AI features
Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit.
However, getting from technological breakthrough to useful applications is far from straightforward. The trickiest thing about large language models (LLMs) is that they’re great at appearing plausible, even when they’re wrong. ChatGPT suffers from “hallucinations” – confidently providing incorrect information. This means we need to think carefully about how to apply the tech in practice to make it truly useful. It has also made it hard to tell what potential applications will ultimately be transformative, or merely end up being toys.
We’ve built some exciting new features into Intercom using this new GPT technology and have given access to several hundred customers – and the response has been astounding. We’re incredibly excited to reveal these beta features today, and discuss how we’re thinking about the application of AI technology in customer service.
There is a lot of important context sprinkled throughout customer support conversations, and support reps often have to write summaries before handing conversations over to teammates.
