Use Intercom to leverage AI for customer results.

20 April 2023 min Technology

There is a lot of hype around AI. It's everything, everywhere all at once. But how can you zero in on something which leverages the power of Large Language Models immediately to improve support for customers?

It's no secret that a lot of the last 5 months has been spent coming to terms with the paradigm shift that is ChatGPT and other Large Language Models (LLMs). The industry has been trying to understand the ramifications of such a change, and naturally, how to leverage this amazing yet intimidating technology. 

Hyper paced ideation not dissimilar to the space race (with some ideological differences) has left many in the industry racing to figure out how exactly to use what is still an unreliable technology to a point to see results for clients and touchpoints.  

Intercom's LLM and AI Capabilities

So how can you and your organisation work with AI without handing yourselves over to Skynet or biting off more than you can chew? Thankfully, many forward-thinking companies have been preparing for the AI revolution – and you can leverage this work to get on track with a specific and measurable implementation to test out the waters and help you achieve your goals.

Intercom AI portal screenshots

Technology company, Intercom, is about to release a  highly sophisticated AI tool designed to provide unparalleled support for your clients and customers.

Their cutting-edge natural language bot, which Intercom has named Fin, has the ability to engage in full-fledged support discussions with your clients, utilising plain English (and additional languages in the near future!). It boasts the capability to comprehend intricate queries, seek clarification, and deliver concise explanations of complex topics. This advanced technology is driven by the powerful combination of OpenAI's GPT-4 and Intercom's exclusive machine learning technology.

It only provides answers based on your support knowledge base, increasing accuracy and reducing the risk of incorrect answers.It links to source materials in its answers, so your customers can trust responses and dig deeper if needed. There are built-in safeguards that help avoid misleading answers and off-brand topics, and it is able to seamlessly pass on more complex queries to support teams.

This exciting technology presents a fantastic use case for an organisation looking to engage with and support their customers, improve digital interactions, create business efficiencies and of course, not get left behind as companies implement the awesome power of ChatGPT and other LLMs.

How to elevate User Experience through AI chat?

There is simply no doubt that the way in which people interact online is going to change, and soon. It's difficult to describe future proofing your product or experience when the future is changing so rapidly. However, at Resolution Digital we have a dedicated Customer Experience and User Experience strategy team who take a holistic, empathetic view of your experience. We are one of Intercom’s key partners and can help guide you through a set-up process of modernising your web experience and harnessing the amazing power of AI.  

If you are looking to modernise your experience, contact our CX Strategy team. We can set you up with one of our consultants to have a CX Accelerator workshop and a Voice of Customer review session. In these sessions, we identify and articulate information about your highest valued customers - who they are, what they do-feel-think and how you can engage them. We help you get a grasp of exactly what the state of play is from your customers’ perspective. We can then work with our partner Intercom to set up your knowledge base, provide customer journey maps, and have you up and running in no time! 

As the saying goes, the best way to predict the future is to create it. Thankfully, with Intercom and Resolution Digital, we have an implementation partner to help you do just this!

Contact us using the form below, and we can discuss if an Intercom AI solution is right for your customer experience.

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