- CUSTOMER SUPPORT AI CHATBOT SERVICE FOR WEBSITES UPGRADE
- CUSTOMER SUPPORT AI CHATBOT SERVICE FOR WEBSITES SOFTWARE
We’re still learning about the economics of this. "That’s another reason we’re still in beta. It’s a lot cheaper than paying for a human to do it themselves, but this is something businesses are going to have to figure out. It might cost you like five cents or 10 cents. It just costs a lot of money whenever you get it to summarize something you do. "These open APIs that OpenAI has are very expensive compared to any normal API you might use. So, there’s a lot of work to do to understand how much real value is being delivered here. This is a machine to build compelling demos that don’t currently deliver real value. We’re still calling it a beta, even though people are using it in production in their jobs day in and day out, because it’s so new. Now, we’re in open beta, so we have hundreds more Intercom customers who are using it. We had maybe 108 customers live with it in beta around mid-January and then had another release at the end of January. How long did it take to create and the rollout the upgrades? "So, internally, we had our first prototype demos in the second week of January after starting work on the product at the beginning of December. This is going to unlock much more powerful features for our bots and for our teammates that we had before.'" "We sort of played with ChatGPT and GPT 3.5.and we were like, ‘Wow, this is a big deal. That’s been hard for traditional machine learning systems to deal with, but OpenAI’s new tech just seems to be doing much better with that. People during the conversation will call back and refer back to something said a couple of turns earlier in the conversation. Humans when they ask questions can phrase them in surprising ways. just crossed another level of being able to deal with random, noisy conversations. So, we have this messenger and then we build a whole customer support and platform for support reps - we call them teammates - whose job is to answer customer support questions again and again, day in and day out. "Intercom is a leader and one of the first companies to pioneer business messengers like that.
You’ve probably seen these messengers pop up in the bottom righthand corner of a website. We produce a messenger so if someone has a customer support or service issue, they come onto a business website and start typing into the messenger and it’s like WhatsApp chat.
CUSTOMER SUPPORT AI CHATBOT SERVICE FOR WEBSITES UPGRADE
Tell me about your company and why you felt it needed to upgrade its existing product? "Our business is customer service, basically. The following are excerpts that interview:
CUSTOMER SUPPORT AI CHATBOT SERVICE FOR WEBSITES SOFTWARE
Reid spoke to Computerworld about the process of customizing the ChatGPT software for his company's business use, how it offers business value, and the challenges he and his machine learning team faced and continue to face. Nevertheless, Intercom's customers who've tested it are praising the updated software (based on OpenAI's GPT-3.5 language model), saying it has made their jobs easier. And because of pricing questions, the new customer service software already being used by hundreds of Intercom customers today remains a beta. Intercom also sells a support chatbot called Resolution Bot that organizations can embed on their websites to offer automated answers to end-user questions.īut there are concerns with ChatGPT that cannot be overlooked, Reid cautioned. Intercom's software is used to help client service reps answer customer questions. Intercomįergal Reid, director of machine learning at Intercom.įergal Reid, director of machine learning at Intercom, said there are undeniable advantages with adding ChatGPT functions to the company's AI-powered customer service software. It just added AI-enabled features to its platform using the features of ChatGPT's large language model - GPT 3.5. Intercom, a customer support software provider whose products are used by 25,000 enterprises globally, including Atlassian, Amazon and Lyft Business, is at the bleeding edge of ChatGPT use.
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