Fin, every mention

How Intercom transitioned to being AI-first | Des Traynor, Co-Founder of Intercom Feb 29, 2024 · 49 mentions

• ▶ 0:11 Des Traynor This is go time in the market, in my opinion, so we started to build out what became Fin, the sort of the chatbot that we have launched.
• ▶ 3:15 Des Traynor Uh, so we started to build out what became Finn, the, uh, the sort of the chat box that we have launched, which is putting up some crazy numbers these days.
• ▶ 8:16 Des Traynor We had a product called Resolution Bot, which was like a, a, how would you say, a version of, you know, Fin, but you had to hand train it.
• ▶ 9:29 Des Traynor And we spend a lot of time making sure that AI, our AI finn is aware of what it can and can't answer, how certain it is.
• ▶ 13:49 Des Traynor But then also the humans help the AI because when, when you, you know, one of the features of Finn is you can go through all the answers it's given and be like, oh, you got that one wrong. 2 times in the scene
• ▶ 17:16 Des Traynor We're about to launch, say, Finn working over email, so people send emails in. 2 times in the scene
• ▶ 17:59 Matt Turck I think part of the reason you all were able to launch Finn 2 times in the scene
• ▶ 28:23 Des Traynor A lot of the times, uh, when, when, when Finn gives bad answers, it's not hallucination. 10 times in the scene
• ▶ 30:35 Des Traynor We have a few features launching in this area soon to customize things like branding and tone of voice and all that sort of stuff so people can really like make Finn speak like their team. 3 times in the scene
• ▶ 32:50 Des Traynor All that information is also fed to Finn as well, and Finn can use all that as well. 4 times in the scene
• ▶ 39:09 Des Traynor So to give you a simple example, fin charges, 99 cents per answer.
• ▶ 40:23 Matt Turck And then you have Finn, uh, which is charged on a resolution basis. 2 times in the scene
• ▶ 42:39 Matt Turck And for Finn, you charge, uh, based on resolutions. 8 times in the scene
• ▶ 45:42 Des Traynor We, so we just shipped Finn earlier this week in 40 more languages and that will kind of give it a higher involvement rate and probably a higher success rate too, because it was probably, you know, speaking bad, bad language, like, you… 4 times in the scene
• ▶ 49:02 Matt Turck What, what are you, but equally Fin is an early product and it's a newish product and something that people need to get used to. 7 times in the scene