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How Intercom Is Automating Up to 94% of Customer Support
Manage episode 519213168 series 2715815
Intercom co-founder and CSO Des Traynor joins OPTO Sessions to unpack the company’s AI-first shift and Fin, the 27-part AI customer service agent that delivers better, faster answers up to 94% of the time.
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The content in this podcast is for informational purposes only. Opto Markets LLC does not recommend any specific securities or investment strategies. Investing involves risk & investments may lose value, including the loss of principal. Past performance does not guarantee future results. Investors should consider their investment objectives and risks carefully before investing. The information provided is not an endorsement of this product and is for information and/or educational purposes only.
Chapters
1. Introduction to Intercom and Des's journey (00:00:00)
2. Transitioning to an AI-first company (00:03:31)
3. Understanding Fin: The AI customer support agent (00:06:09)
4. Fin's functionality architecture & current challenges (00:10:38)
5. The future of AI in customer support (00:16:10)
6. How to evaluate a company - four criteria (00:21:41)
7. Intercom's competitive moat (00:24:37)
8. Silent failures and quality control in AI (00:29:03)
9. Lightning round (00:31:13)
263 episodes
Manage episode 519213168 series 2715815
Intercom co-founder and CSO Des Traynor joins OPTO Sessions to unpack the company’s AI-first shift and Fin, the 27-part AI customer service agent that delivers better, faster answers up to 94% of the time.
-----
The content in this podcast is for informational purposes only. Opto Markets LLC does not recommend any specific securities or investment strategies. Investing involves risk & investments may lose value, including the loss of principal. Past performance does not guarantee future results. Investors should consider their investment objectives and risks carefully before investing. The information provided is not an endorsement of this product and is for information and/or educational purposes only.
Chapters
1. Introduction to Intercom and Des's journey (00:00:00)
2. Transitioning to an AI-first company (00:03:31)
3. Understanding Fin: The AI customer support agent (00:06:09)
4. Fin's functionality architecture & current challenges (00:10:38)
5. The future of AI in customer support (00:16:10)
6. How to evaluate a company - four criteria (00:21:41)
7. Intercom's competitive moat (00:24:37)
8. Silent failures and quality control in AI (00:29:03)
9. Lightning round (00:31:13)
263 episodes
All episodes
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