![]() And actually, there’s a lot of confusion over these names and what the different things are. You can split hairs about whether the big difference here is ChatGPT or the family of models OpenAI has built – we’ve been working mostly with GPT-3.5 or with Text-Davinci-003, to be really specific.ĭes: They’re names of this specific module.įergal: Yeah, they’re the names of this specific model. When we talked last, we talked a lot about ChatGPT and that was maybe a week after it was launched. What have you learned? Has it changed your perception of what’s going to be possible in the world of customer service?įergal: Yeah, I think it has. You’ve had, I guess, six or seven weeks of actual engineering time building against the AI revolution that launched in late November. ![]() Been a busy last sort of six or seven weeks here at Intercom, so I’m very excited to talk about that today.ĭes: Yeah, just six or seven weeks ago we sat down to chat. How are you?įergal Reid: Good, thanks, Des. What follows is a lightly edited transcript of the episode.ĭes Traynor: Hello once again, Fergal. Make sure you don’t miss any highlights by following Inside Intercom on Apple Podcasts, Spotify, YouTube, or grabbing the RSS feed in your player of choice. While we’re starting to investigate potentially game-changing uses such as smart replies, the model still lacks an understanding of the business context for it to work.With advances in ChatGPT, more features may be added to maximize efficiency and free frontline agents to focus on the more complex issues that drive customer satisfaction.The ability of GPT-3.5 to edit and change text makes it very valuable for customer service, and it can already handle tasks such as summarizing text and adjusting tone.In product development, customers are always the ultimate arbiter – you may build amazing technology, but if it doesn’t solve a problem for them, it’s not worth it. ![]() The ability of ChatGPT models to process natural language in multi-sentence conversations continues to improve and unlock new possibilities.In today’s episode, Fergal and I share what we’ve learned in the past few weeks, where we’re going next, and how it has changed our perception of what’s possible in this space. ☞ Click here to sign up for the latest AI updates from Intercom. Our recently announced AI-powered features are now available in beta for all customers.įor existing customers, opt-in directly within Intercom, via Settings > General > AI Assist. We sketched out a few AI-powered features we thought could be useful, went into production, and put a beta version in front of 160 customers. To test this, we quickly got down to work. If not, well, it’s just a toy – a fun one, but a toy nonetheless. The possibilities to automate and streamline processes for support reps seem endless, but the success of generative AI in this space will ultimately depend on its ability to deliver real value for customer service teams and customers alike. In December, our Director of Machine Learning, Fergal Reid, and I sat down to chat about the launch of ChatGPT: the good, the bad, the promise, the hype. Today, we’re revealing the customer service features we have built using this revolutionary AI. ![]() ChatGPT has taken the world by storm, and we could not be more excited.
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