Intercom Ditches ChatGPT for Anthropic’s Claude in Customer Service Boost

GettyImages 1704678806 e1728487982418

Irish tech unicorn Intercom is making waves by switching from ChatGPT to Anthropic’s Claude for its AI-powered customer service.

A Bold Move in AI Customer Service

Intercom, known for its innovative customer service solutions, is leveraging the latest in artificial intelligence to improve its support capabilities. With the rise of large language models (LLMs), many companies, including Intercom, have been exploring ways to automate customer service tasks, which can often be repetitive and draining for employees. However, creating effective automated solutions is not without challenges, particularly when it comes to understanding complex customer inquiries.

Despite these hurdles, Intercom has reported impressive early results since integrating generative AI into its services. Des Traynor, co-founder and chief strategy officer, revealed that the company has doubled its support volume without increasing staff numbers since implementing this technology.

Investment and Expansion Plans

In May, Intercom CEO Eoghan McCabe announced a $100 million investment to enhance the company’s AI capabilities, along with plans to hire 75 new team members focused on machine learning. This funding will help develop the new AI-powered customer service bot, Fin 2, using Anthropic’s Claude instead of OpenAI’s ChatGPT, which powered the original Fin.

Traynor explained that the decision to switch AI engines wasn’t due to any particular flaw in ChatGPT, but rather the result of a rigorous evaluation process, dubbed a “Torture Test,” that Claude passed with excellent results. With this new partnership, Fin 2 has achieved a resolution rate of 51% and an impressive 99.9% accuracy in responses.

Claude’s Human Touch

Anthropic, founded by former OpenAI CEO, aims to create a safer and more reliable AI. They employ a concept called “constitutional AI,” which emphasizes transparency and ethical guidelines in AI behavior. Mike Krieger, co-founder of Instagram and now chief product officer at Anthropic, described the partnership with Intercom as a perfect example of their values in action, focusing on experimentation and evaluation.

Intercom’s Traynor noted that the collaboration has already shown promising results, with the technology effectively addressing customer queries without the typical pitfalls associated with AI.

The AI Revolution in Customer Service

Customer service has become a key area benefiting from generative AI. Companies like Klarna have reported their AI chatbots performing the work of hundreds of human agents. Klarna’s CEO even mentioned plans to reduce workforce numbers as a result of these advancements.

Intercom is also adapting its hiring strategy, bringing on “conversation experts” and PhDs who specialize in creating seamless customer interactions. Traynor emphasized the importance of experimentation in their culture, marking a significant shift in how the company operates.

By aparna

I am Aparna Sahu Investment Specialist and Financial Writer With 2 years of experience in the financial sector, Aparna  brings a wealth of knowledge and insight to Investor Welcome. As an accomplished author and investment specialist, Aparna  has a passion for demystifying complex financial concepts and empowering investors with actionable strategies. She has been featured in relevant publications, if any, and is dedicated to providing clear, evidence-based analysis that helps clients make informed investment decisions. Aparna  holds a relevant degree or certification and is committed to staying ahead of market trends to deliver the most up-to-date advice.

Leave a Reply

Your email address will not be published. Required fields are marked *