Irish-founded unicorn Intercom is ditching ChatGPT for Anthropic's Claude in a Bold Move Towards AI-Powered Customer Service
Irish-founded tech group Intercom has recently decided to part ways with ChatGPT and team up with Anthropic, OpenAI’s competitor, to drive its growth in the AI-powered customer service sector. Intercom specializes in offering customer service solutions that have been significantly enhanced by the emergence of large language models (LLMs).
Challenges and Success
Companies like Intercom have long contended that customer service tasks are monotonous and have a negative impact on employee morale. While developing automated solutions to address this issue is complex due to the vague and ambiguous nature of customer queries, Intercom is already witnessing promising outcomes.
Des Traynor, Intercom’s cofounder and chief strategy officer, revealed to Fortune that the company has effectively doubled its support volume without increasing its staff size since integrating generative AI into customer service queries.
Partnership with Anthropic
As part of Intercom's ambitious investment in AI capabilities, the company has decided to collaborate with Anthropic’s Claude to power its AI-driven Fin 2 customer service bot. This move signifies a shift away from OpenAI’s ChatGPT, which was previously used to power the original Fin.
Intercom's decision to switch to Claude came after a rigorous evaluation process, including a "Torture Test," which Claude excelled in. The new Fin 2 has achieved an impressive average resolution rate of 51% with an exceptional answer accuracy of 99.9% among its numerous users.
Intercom's first ever AI customer service ...
Endorsement and Success Stories
Des Traynor emphasized, “It’s not like there’s a gotcha example that one LLM doesn’t perform on and Anthropic does. We look at millions of answers—who had the highest percentage resolution? And that was the reason why we partnered with Claude.”
Anthropic's CEO left OpenAI to establish the company with a vision to create a more trustworthy AI model focused on safety. The principle of “constitutional AI” guides Anthropic, ensuring transparency and adherence to a set of ethical principles.
Intercom’s collaboration with Anthropic in deploying Fin 2 has yielded impressive results, with zero ticket queries reported and a significant improvement in customer service interactions.
Transforming Customer Service with AI
The advent of generative AI has revolutionized customer service across various industries, enhancing speed and productivity in addressing customer queries. Companies like Intercom are witnessing tangible benefits from incorporating AI into their operations.
Traynor highlighted the positive impact of the original Fin on new hires at Intercom, attracting individuals with diverse expertise, including “conversation experts” tasked with managing customer interactions.
This story was originally published on Fortune.com.
