The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom
Description
Today Eoghan McCabe and Fergal Reid of Intercom join The Cognitive Revolution to discuss building their AI customer service agent Fin, exploring how they achieved a 65% resolution rate through rigorous optimization and custom model training rather than relying on base model improvements, while pioneering outcome-based pricing at $0.99 per resolution.
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Sponsors:
Linear:
Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr
AGNTCY:
AGNTCY is dropping code, specs, and services.
Visit AGNTCY.org.
Visit Outshift Internet of Agents
Claude:
Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr
Shopify:
Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive
PRODUCED BY:
CHAPTERS:
(00:00 ) About the Episode
(03:43 ) Keeping Up With AI
(09:56 ) Evaluating Models and Evals
(13:04 ) Incumbents vs. Startups
(18:54 ) Product Risk and Judgment (Part 1)
(19:00 ) Sponsors: Linear | AGNTCY
(21:34 ) Product Risk and Judgment (Part 2)
(23:42 ) The Klarna Layoff Story (Part 1)
(32:11 ) Sponsors: Claude | Shopify
(36:13 ) The Klarna Layoff Story (Part 2)
(36:14 ) Driving Resolution Rate
(45:00 ) Intelligence Isn't the Bottleneck
(50:10 ) Closing the Automation Gap
(56:20 ) Human vs. AI Accuracy
(01:01:03 ) The Nuance of Speed
(01:04:48 ) Considering Paradigm Changes
(01:09:31 ) Outcome-Based Pricing Model
(01:19:12 ) Casual Hacking and Insights
(01:26:05 ) AI Adoption and Ambition
(01:36:00 ) Outro
![E32: [Bonus Episode - The AI Breakdown] Can OpenAI's New GPT Training Model Solve Math and AI Alignment At the Same Time?](https://megaphone.imgix.net/podcasts/680351f6-0179-11ee-a281-5bef084f2628/image/e57b08.png?ixlib=rails-4.3.1&max-w=3000&max-h=3000&fit=crop&auto=format,compress "E32: [Bonus Episode - The AI Breakdown] Can OpenAI's New GPT Training Model Solve Math and AI Alignment At the Same Time?")
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