Intercom

“Summarize every conversation Intercom powers every month. That would be summarizing five hundred million conversations a month.”

“We basically charge when we gave the customer an answer that they saw and they didn't have any follow-up questions, which is exactly how CS reps are measured as well.”

“I think all of our work is pretty model agnostic. We use four because it's best, but like the very second there's a better model out there, we'll do it.”

“We have a torture test of like thousands of questions and scenarios that we run any given model through.”

“And people actually care about instancy more than they care about like you know, let's just say the personal tone in those types of things.”

“On average, I would be confident any business who turns on fin will get at least like 25, 30.”

“Fin charges, 99 cents per answer.”

“I would encourage anyone who's trying to do the You know, it's basically one of those explore then exploit. We are still deeply exploring how much we can transform the nature of CS with AI. When we were confident we finished that exploration, there will be an …”

“Does it like, you know, we have genuinely a sort of full spectrum of how we're going to automate support to get from our current, say, 40, 50% total automation up to like maybe seventies, eighties, nineties, depending on the business.”

“I think we moved fast, but I genuinely think that, like, there was no other option. I think, were we sitting here without an AI strategy today, we'd be deeply worried.”

“That's why we wouldn't necessarily be running with a bank of 10 of them, because to own any given one of them in any period, it doesn't ongoing work to it. It's not for free.”

“So Finn's built on GPT-IV, by the way, we've, we tried, we wanted to build on a three, 3.5, but it didn't, it's still, I remember back when we used to talk about hallucinations, like four was the sort of the perceptual change for us in terms of trust and relia…”

“The way I think about Finn in the lives of our customers who are customer service teams is that it should move them to being the, they answer questions for their first time because Finn has never seen it before, but also the last time, because once they've ans…”

“A lot of the times when Finn gives bad answers, it's not hallucination. It's actually usually just bad content and it's stale content on our customers help centers”

“We're not yet building models per customer or tuning models per customer. We're doing rag.”

“Like we have like thousands of people using it to do millions of full resolutions for people”

“What we encourage those people to do is just work out a way to dip their toe in. So like, hey, how about if Fin only works with your free customers? How about if Fin only works in the languages you don't speak? How about if Fin only works on the errors that yo…”

“Intercom is an Irish founded company, and they're also reinventing customer service. There's a lot of interesting stuff in the customer service space, but they're moving their support product from charging per seat, right? The olden days model, which is how mo…”