Krystal Hu, VC and Tech Investment Reporter at Reuters, leads a discussion with Intercom's Director of Machine Learning Fergal Reid, Intercom board member and Partner at Bessemer Venture Partners Ethan Kurzweil, and Partner at Bessemer Venture Partners Talia Goldberg, about how recent advancements ChatGPT are reshaping how businesses think about and deliver customer service.
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ℹ️ Discussion Overview
Artificial intelligence and machine learning have been lauded for some time as a step change in technology that will usher in a fundamental shift in how businesses operate, including how they deliver exceptional customer service.
The most recent developments with ChatGPT indicate we hit an inflection point - one that will change how we work, how we businesses interact with customers and prospects, and ignite a new generation of startups.
⏱️ Time Stamps
0:00 - Welcome & Introductions
2:42 - What is ChatGPT and how does it work?
6:14 - How is generative AI different from previous technological advancements, and what use cases are they most excited about?
10:44 - Why customer support is such a great use case for generative AI
11:56 - Overview of Intercom's recent product releases that incorporate ChatGPT
15:45 - Will ChatGPT make many jobs obsolete in the short term?
18:00 - What early feedback did Intercom receive on the recent ChatGPT product releases?
21:02 - What does it cost to use ChatGPT and OpenAI in Intercom?
23:38 - How will the adoption of ChatGPT evolve?
27:22 - How can we ensure accuracy using ChatGPT?
31:21 - How Intercom thinks about accuracy and transparency in-product
32:55 - What other ChatGPT use cases are particularly exciting?
37:17 - How do you determine what large language model to use?
39:53 - How do you determine what model is "best"?
41:46 - Beginning of Q&A session
41:56 - What is Intercom's ChatGPT and AI roadmap?
43:46 - What are your near-term expectations, predictions, and hopes for generative AI?
46:57 - How will generative AI impact human jobs?
49:58 - Should you tell people they're talking to AI?
51:02 - How import is vertical integration of safety functionality?
53:35 - Is Intercom building their own model?
55:51 - How are companies adopting and extracting value from ChatGPT today?
58:09 - What do VCs like Bessemer Venture Partners look for when investing in companies?
1:00:21 - Final remarks and wrap-up
What problems would you like to see Intercom solve using ChatGPT and generative AI? Let us know in the comments!
#chatgpt #customerservice #customersupport #ai
