Intercom Chatbot Feature
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An Intercom Chatbot Feature is a customer support chatbot that is a Intercom Platform Feature.
- Context:
- It can be a component of the Intercom Customer Messaging Platform.
- It can be powered by OpenAI technology to handle customer inquiries and provide personalized interactions.
- It can facilitate efficient customer issue resolution and scalability of customer support operations.
- It can integrate with various platforms, such as WhatsApp, Instagram, and SMS.
- It enables audience segmentation, proactive outreach, and customer data collection.
- ...
- Example(s):
- Counter-Example(s):
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- See: Support Bot.
References
2023
- https://www.intercom.com/help/en/articles/7879066-what-happened-to-resolution-bot
- QUOTE: When you’re given access to Fin, you'll no longer see Resolution Bot in the navigation. This is because it has evolved into a feature of Fin called Custom Answers. These Custom Answers will need to be created manually, the same way you were creating Resolution Bot answers.
2023
- https://www.intercom.com/help/en/articles/7120684-fin-explained
- Fin is Intercom's AI Chatbot, powered by a mix of models including OpenAI's GPT-4, alongside Intercom’s own proprietary AI technologies.
- Fin solves complex problems and provides safer, more accurate answers than any AI Chatbot on the market.
- Fin holds complete support conversations in multiple languages.
- Fin provides trustworthy, accurate answers using your own support content.
- Fin seamlessly passes to your team when needed.
- Fin enhances your team's efficiency and internal workflows.
2023
- Web Chatbot
- The chatbot feature within Intercom's Customer Messaging Platform offers a technologically advanced tool for handling customer inquiries and fostering engagement. Powered by OpenAI, this feature facilitates efficient resolution of customer issues and maintains a personal touch, thanks to its ability to customize proactive bots. It proves beneficial in scaling customer support operations, saving human teams' time by catering to specific business needs and engaging customers proactively. This tool isn't just limited to chatbot functionality but forms an integral part of Intercom's holistic customer service solution. It supports various platforms including WhatsApp, Instagram, and SMS, also enabling audience segmentation, proactive outreach, and customer data collection. Overall, it plays a key role in helping businesses solve customer problems, offer custom-tailored experiences, and build stronger customer relationships.
2023
- https://www.intercom.com/blog/videos/meet-intercoms-new-ai-chatbot/ https://youtu.be/VyyTognmIeE?si=_sJIPFrM27bATgBV
- NOTE:
- Intercom has launched a new AI chatbot called Fin, powered by OpenAI's latest GPT-4 model and Intercom's proprietary machine learning.
- Fin is designed to have natural conversations and answer customer support queries, while avoiding the inaccuracies of previous AI chatbots.
- Fin only answers questions about a business using the existing help center knowledge base, so businesses control what it can say.
- Intercom believes the future of support is bots and humans working together. Fin can hand off tough questions to human agents.
- Intercom has reduced the inaccuracies of AI chatbots significantly, around 10x less than previous models.
- There is little setup required - Fin ingests existing help center content and is ready to deploy.
- Accuracy is improved but not yet perfect. Fin may sometimes provide incorrect or irrelevant answers by misunderstanding content.
- Intercom plans ongoing work to keep improving Fin's accuracy and integrate it with existing workflows.
- The goal is for Fin to provide fast answers to common customer support questions, while letting human customer agents handle more complex or sensitive issues.
- NOTE:
2018
- https://www.intercom.com/blog/videos/build-your-own-chatbots-with-custom-bots/
- NOTE
- Intercom has launched Custom Bots, a new way to build customizable chatbots that work in the Intercom Messenger.
- These bots are part of Intercom's conversational marketing solution to help generate leads through chat on websites.
- Bots can take over repetitive work from sales teams, work 24/7 to collect leads, always be available to respond to visitors, stay on script, and scale to handle high volumes.
- Key features of Custom Bots:
- Create customized bots with different paths based on visitor responses
- Target bots to specific pages or audiences
- Design follow-up actions like adding leads to CRM or assigning to sales reps
- End bots by inserting Messenger apps to complete actions like booking meetings
- Custom Bots aim to help businesses shorten sales cycles, decrease response times, book more meetings, and accelerate the sales process by auto-qualifying leads.
- Custom Bots allow sales, marketing and support teams to focus on high-value activities and create more value for customers.
- NOTE