I've never engaged with their support (I have dedicated POC), but they don't use AI for their support?
They use intercom's Fin AI. Probably powered by a Sonnet or Opus model.
That said, it can't handle legal/refund/complicated requests and just forwards to a human for those
Support is probably the last place AI will be used end to end. There will always need to be a human in there somewhere.
AI is very good at "deflecting" support tickets ATM but rubbish at actual support tickets (source I work in the industry)
They use intercom's Fin AI. Probably powered by a Sonnet or Opus model.
That said, it can't handle legal/refund/complicated requests and just forwards to a human for those
Support is probably the last place AI will be used end to end. There will always need to be a human in there somewhere.
AI is very good at "deflecting" support tickets ATM but rubbish at actual support tickets (source I work in the industry)