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How Intercom is redefining customer support with Claude
@ Anthropic
03/27/25
Takeaways
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Fergal Reid
03/27/25
@ Anthropic
At Intercom, we build software that enables customer service teams to communicate effectively with their customers.
FR
Fergal Reid
03/27/25
@ Anthropic
We've been developing AI products for customer support for six to seven years, and now AI is the future of our business.
FR
Fergal Reid
03/27/25
@ Anthropic
AI is redefining customer support, becoming the most important aspect of our business.
FR
Fergal Reid
03/27/25
@ Anthropic
Tasks requiring high empathy and judgment are best handled by humans, while repetitive tasks are better suited for AI models like Claude.
FR
Fergal Reid
03/27/25
@ Anthropic
Fin is our product that answers repeated customer support questions quickly and accurately, reducing wait times for users.
FR
Fergal Reid
03/27/25
@ Anthropic
Fin utilizes the customer support knowledge base to provide accurate replies, enhancing efficiency for businesses, while also trying to save time for the end user.
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Anthropic Cast
03/27/25
@ Anthropic
Anthropic aims to build a model that is trustworthy and accurate, which aligns with our values.
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Anthropic Cast
03/27/25
@ Anthropic
When we started using Claude Sonnet 3.5, we were impressed by its capabilities.
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Anthropic Cast
03/27/25
@ Anthropic
After conducting a massive A/B test with millions of end user interactions, Claude was the winner, which is why we chose it to power Fin.
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Anthropic Cast
03/27/25
@ Anthropic
Modern language models like Claude can handle translation between many languages, unlocking the global reach of AI products.
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Anthropic Cast
03/27/25
@ Anthropic
Fin works in over 45 languages, including Chinese, German, and Japanese, and we rely on Claude for the translation layer.
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Anthropic Cast
03/27/25
@ Anthropic
Fin has been an incredibly successful product, achieving eight figures in revenue in its first year, and we're delighted with its progress.
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Anthropic Cast
03/27/25
@ Anthropic
Absolutely, Anthropic has played a significant role in our success with Fin.