Intercom Proclaims New GPT-3.5 Enabled Options Inside its Buyer Service Platform

The corporate has constructed one of many first sensible and fast functions of the most recent AI expertise for the customer support business

SAN FRANCISCO, Jan. 31, 2023 /PRNewswire/ — Intercom, the main customer support platform for web companies, right now introduced it has launched three new automation-first options constructed utilizing OpenAI’s GPT-3.5 expertise, the identical mannequin that powers ChatGPT. Over 100 clients are already utilizing and testing the options throughout the Intercom Inbox and its Articles product in a restricted Beta, with wider availability to return this yr.

“We imagine the advances made in Giant Language Fashions (LLM), spearheaded by OpenAI and which have manifested in ChatGPT, would be the most vital change the customer support business has skilled in many years. It is a huge step in the direction of a world the place customer support is automation-first, a future we have been working in the direction of for just a few years,” mentioned Des Traynor, Co-founder and Chief Technique Officer at Intercom.

The brand new options embody:

• Composer AI: Assist brokers can write shorthand buyer responses within the Intercom Inbox and let the AI generate an entire steered message with the brand new Broaden and Rephrase capabilities. Brokers can even routinely change the tone of the message to extra informal and blissful or extra formal with only one click on of the Make Extra Formal and Make Extra Pleasant buttons. This not solely lets brokers ship quicker and higher high quality responses to clients, but additionally reduces the time they spend composing messages.

• Dialog summarization: Assist brokers can view an AI-generated abstract of a buyer dialog throughout the Intercom Inbox, making handover between brokers a lot faster and simpler. This new expertise allows a stage of automated summarization not potential earlier than, enabling assist brokers to rapidly decide up precisely the place a earlier agent left off—no want for a buyer to repeat any info or for brokers to spend time scrolling via a dialog.

• Article generator AI: When writing assist middle content material with Intercom’s Articles, authors can paste a abstract of the content material they need to clarify and use the AI to generate a full article model, which they will edit or replace as required. This lets groups create extra assist content material at a quicker tempo for patrons.

“Intercom’s new broaden characteristic is a game-changer for me and my workforce at Kala.Burdo Consulting. It permits us to rapidly jot down notes throughout buyer calls, which may then be expanded to full replies that we ship as follow-up messages after the decision. This protects us a ton of time and allows us to help much more shoppers. It is a necessary device for any enterprise trying to streamline their communication and enhance effectivity,” mentioned Kala Burdo, Proprietor at Kala.Burdo Consulting.

Intercom has lengthy been on the forefront of constructing disruptive expertise into its platform, beginning with Decision Bot, its hero AI-based product that debuted in 2018. With these new developments in generative AI, Intercom will proceed to experiment and form the core expertise to unravel precise buyer assist workforce wants.

“We’ve been following the entire initiatives on this space over time, however as we experimented with the newest GPT launch, we realized we’ve got crossed a perceptual cliff right here, and {that a} tectonic shift was starting,” mentioned Traynor. “We rapidly constructed and shipped many prototypes internally, guaranteeing we realized and iterated with every spherical of person suggestions, and we have launched our first wave of options primarily based on GPT-3.5. We’re excited to get this into the fingers of our clients, however we’re simply scratching the floor of what is potential with this expertise. We imagine the capabilities will not simply be level options, however will create a expertise that can sit throughout our total customer support platform. We’re actively exploring what comes subsequent.”

To be taught extra concerning the new options or join the Beta waitlist, go to the website. Intercom will even host a webinar on Wednesday, March 1, at 9 a.m. PT about “How ChatGPT Will Form The Way forward for Buyer Service” with Bessemer Enterprise Companions. Click here to register for the occasion.

About Intercom

Intercom is a number one customer support platform that’s redefining how companies assist their clients via highly effective messaging and automation. Customer support groups from greater than 25,000 world organizations, together with Atlassian, Amazon and Lyft Enterprise, depend on Intercom to ship environment friendly and private buyer experiences at scale. Intercom is used to ship over 500 million messages monthly and allows interactions with over 600 million month-to-month energetic finish customers.

Based in 2011 and backed by main enterprise capitalists, together with Kleiner Perkins, Bessemer Enterprise Companions and Social Capital, Intercom is on a mission to make web enterprise private.

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SOURCE Intercom, Inc.