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by nashadelic 2 days ago
I've never engaged with their support (I have dedicated POC), but they don't use AI for their support?
2 comments
merlindru 2 days ago
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

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dyauspitr 2 days ago
Support is probably the last place AI will be used end to end. There will always need to be a human in there somewhere.
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jofzar 2 days ago
AI is very good at "deflecting" support tickets ATM but rubbish at actual support tickets (source I work in the industry)
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