Comment by nashadelic
10 days ago
I've never engaged with their support (I have dedicated POC), but they don't use AI for their support?
10 days ago
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)