Intercom, Inc.

DECEMBER 9, 2022

In a recent episode, our Director of Machine Learning, Fergal Reid , shed some light on the latest breakthroughs in neural network technology. He told us things were starting to scale. OpenAI released their most recent machine learning system, AI system, and they released it very publicly, and it was ChatGPT.

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. So, let’s start this journey together. And our goal?

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

ECXO

OCTOBER 23, 2024

Through natural language processing (NLP) and machine learning algorithms, AI can comprehend and respond to customer inquiries and concerns with remarkable accuracy and speed. Businesses have started adopting Duplex for handling customer bookings. Gone are the days of lengthy wait times or generic responses.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Intercom, Inc.

MARCH 2, 2021

First, ask some follow-up questions, trying to rephrase their initial message. That way you can quickly get more context and clear up any initial confusion. Screenshots can be invaluable when the customer seems confused and you don’t know where to start, and can help to ensure that you’re both on the same page (literally).

Machine Learning 248

Machine Learning Start-ups 248

Intercom, Inc.

JULY 15, 2021

took over the company in 1952 and decided to make his mark through modern design, they’ve become the single largest design organization in the world, with over 1500 designers working in innovative products from machine learning to cloud to file sharing. The design team at IBM likes to employ a “make to learn” method.

AI 245

AI Machine Learning Start-ups Technology 245

Intercom, Inc.

MAY 20, 2021

This week’s episode is almost my last for the podcast, as I’ll be finishing up today after 2 years and over 100 episodes. When we released Resolution Bot early last year, we recorded this fascinating conversation between our co-founder Ciaran Lee and our Director of Machine Learning, Fergal Reid.

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

SurveySensum

DECEMBER 30, 2024

Lets uncover them together, but lets start with what this platform is. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge? Source: G2 , CustomerGauge Review, Sep 11, 2024 2.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

MARCH 27, 2018

2018 is shaping up to be a massive year for the Intercom platform. All disruptive technologies start selling first to small companies, the early adopters in a market. Salesforce is a great example of this – when they started, they focused on sales teams with only 5 reps. Here’s what we’re going to do with it.

Artificial Intelligence 224

Artificial Intelligence Machine Learning Start-ups Technology 224

Intercom, Inc.

MAY 22, 2019

Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. When building machine learning , large generic training models aren’t always the best. So I started there, and then I took a couple of detours, which will make sense someday.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By taking over repetitive taskwork, AI frees up agents for work that benefits from the human touch and requires empathy and complex problem-solving. By 2031, the savings could grow to $240 billion.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

DMG Consulting

MARCH 13, 2025

These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NLG), cognitive search, and GenAI to recognize and respond to customer inputs in a way that mimics human conversation. But this is just the beginning for these solutions.

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Intercom

OCTOBER 30, 2024

In past episodes, we’ve discussed the evolution of machine learning , the changes we’re seeing in the software space , product design and customer experiences , and even how this is impacting the ways we measure and manage customer service. When we got started in 2011, it was just less competitive. And much more.

Customer Service 92

Customer Service AI Start-ups Machine Learning 92

Intercom, Inc.

FEBRUARY 24, 2020

Building on Answer Bot’s machine learning technology, Resolution Bot moves beyond generic answers to meaningfully solve customers’ problems. Answer customer questions as soon as they start typing. Get started with Resolution Bot today. Imagine this: a customer chats in asking if their order has shipped yet.

Machine Learning 40

Machine Learning Start-ups Technology Technology 40

Intercom, Inc.

FEBRUARY 24, 2021

And it’s certainly easier than ever for a customer to start a conversation and get support. What’s more, conversation topics also uses powerful machine-learning analysis of your customer conversations to generate suggested topics for you to explore, ensuring you get a deep understanding of the various topics of concern to your customers.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

Intercom, Inc.

JULY 26, 2022

Unlike traditional conversational technologies, which deliver pre-written scripts and dialogues to users when prompted by specific keywords, conversational AI recognizes and responds to the content of a user’s query by leveraging two complementary artificial intelligence technologies: natural language processing (NLP) and machine learning.

AI 118

AI Artificial Intelligence Machine Learning Start-ups 118

Intercom, Inc.

JUNE 23, 2020

Only the most complex questions end up in Human Support where agents are more efficient by using a new generation of consumer grade software. The internet has made it much easier to start a business, build a product, and with advanced targeting, market their product to any competitors’ customers. The Conversational Support Funnel.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

ECXO

JULY 26, 2023

Start where you are. AI, automation and machine learning mean solutions are available to meet these expectations – at scale. Real-time inventory gives supply chains and vendors up-to-the-minute visibility on stock levels. So, let’s wrap up. This year is no different. They want to be seen as individuals.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Uniphore

DECEMBER 6, 2021

Balaji joins Uniphore with two decades of experience building large-scale software solutions that have reshaped how people get things done in their lives at both start-up environments and large established teams at places like Google and Lyft. He joined Lyft when they acquired the startup he co-founded FinitePaths in 2017.

Machine Learning 26

Machine Learning Engineering Gaming Start-ups 26

Intercom, Inc.

JUNE 19, 2018

We’ve found that offering new customers real-time support can improve NPS scores by up to 15% and drive incremental growth in new business revenue. Forward thinking companies are starting to make service a part of their product, with messaging at the core. They get a tip about how to fix the issue and the option to start a chat.”

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

CX Accelerator

APRIL 1, 2020

When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. Secondly, major entities are ramping up to crack down on dark patterns, from Apple and Google right through to Government bodies, so play nice. Playing the system: Becoming tempted by the dark side of CX.

CX 228

CX Machine Learning Government Gaming 228

Intercom, Inc.

FEBRUARY 27, 2020

We sat down for a chat with our own Fergal Reid, Principal Machine Learning Engineer, to learn why Answer Bot had to evolve past simply answering questions to focus on solving problems at scale. Companies often have a good idea about what they want their bot to answer, but they’re not always sure where to start.

Machine Learning 23

Machine Learning Start-ups ML Engineering 23

Beyond Philosophy

AUGUST 4, 2022

Dr. Turner believes that description is exactly how algorithms and machine learning works. So instead, we humans made a bunch of small decisions that add up to something that looks big and magical but is, in reality, a 10th-grade algebra equation stacked on top of itself. So, what are the advantages of it?

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

Intercom, Inc.

DECEMBER 12, 2018

We’ll start by breaking your marketing stack down into three key stages: Stage 1: Attract. But lead generation starts with traffic and this is what our first collection of tools will be taking care of. They don’t want to have to fill out forms and wait for lengthy follow-ups. Stage 2: Engage. Stage 3: Analyze and optimize.

Technology 223

Technology Technology B2C B2B 223

Lumoa

NOVEMBER 15, 2017

Customer feedback allows us to go deeper into customer experience and understand what drives your revenues up and down. The increasing role of machine learning in all business fields, including customer experience, was the presentation topic of Tommi Vilkamo , eCraft.

Machine Learning 113

Machine Learning Artificial Intelligence Customer Feedback CX 113

ECXO

APRIL 10, 2024

As with anything in CX, we need to start with listening and understanding. These tools use natural language processing and machine learning algorithms to identify and categorize emotions expressed in customer feedback, social media posts, and other textual data sources.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Lumoa

NOVEMBER 8, 2017

As long as the metric goes up, everybody is happy. But as soon as it starts to decline, there is panic in the air. Market research is being commissioned and market research agencies start doing both quantitative and qualitative studies to get to the bottom of the issue. All of this takes both time and money.

Customer Feedback 110

Customer Feedback AI Net Promoter Score Machine Learning 110

PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. Have you checked Twitter and Facebook lately?

CX 163

CX CEM Close the Loop Business Administration 163

Intercom, Inc.

JULY 22, 2019

When you’re gearing up for a big product launch, creating help content is often the last thing on your mind. There’s so much that goes into preparing for product launches – ensuring your beta testing goes smoothly, locking in your marketing campaign, getting your sales team up to speed. Is there a (help) doc in the house?

Start-ups 177

Start-ups Engineering Machine Learning Sales 177

Intercom, Inc.

NOVEMBER 26, 2018

It was the culmination of a huge amount of work by multiple product teams, and vast amounts of research by our machine learning experts. But starting from scratch, we needed to collate a pool of answers to help train it and gauge its effectiveness. We were the experts in this field, so it seemed like a natural way to start.

Start-ups 164

Start-ups Machine Learning Education Customer Feedback 164

Intercom, Inc.

DECEMBER 31, 2019

When Apple started using the catchphrase “There’s an app for that” in 2009 to convey the breadth and variety of apps available in its App Store, we could barely begin to picture just how true that would become – well over half the time spent online in the US is spent on smartphone apps.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Aquire

JULY 1, 2021

If you want to know more about this technology, start here; our beginner’s guide will cover these essential aspects of conversational AI: What is conversational AI? The most advanced function of this tech is using machine learning to learn over time. Machine learning (ML). What do humans mean?

AI 125

AI Artificial Intelligence Machine Learning ML 125

ECXO

JULY 8, 2024

For example, AI and Machine Learning can be used to analyze customer behavior and predict their needs, freeing up human employees to focus on building deeper, more meaningful customer relationships. Fostering Positivity Positive affirmations: Start each day with positive affirmations. Start small and increase with time.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

Intercom

JUNE 20, 2024

In this episode of Off Script, our VP of AI, Fergal Reid , talks about the evolution of machine learning, the challenges of applying it to customer service, and what it takes to build exceptional products. I started to become pretty shocked with its ability. How can you develop robust chatbots that can handle customer queries?

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

Intercom, Inc.

SEPTEMBER 30, 2021

In 2017, she started working as a product lead at the Chan Zuckerberg Initiative, building their infectious disease program and IDseq, an open-source online platform to spot movement of diseases across borders, the emergence of new illnesses, or the spread of drug-resistant strains. You don’t know when issues are going to come up.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

MAY 14, 2018

10 minutes: The average daily time US consumers spent in a messaging app in 2017 was 10 minutes, up 15.2% Ready to up your content marketing game? 82%: Online video traffic will make up 80% of all traffic by 2021, largely driven by streaming on social networks. from 8 minutes in 2016 ( eMarketer, 2017 ). Engagement. Conversion.

Social Media 223

Social Media Entertainment Engineering Artificial Intelligence 223

Intercom, Inc.

JUNE 25, 2020

Janeen, let’s start with you. So just as a start, let’s start on the basics. I think it’s something that has to be earned and you have to take up the cause of allyship, that is my opinion. So first let’s kick things off by hearing a little bit about our two guests and their backgrounds.

Start-ups 223

Start-ups Machine Learning Engineering Technology 223

Intercom, Inc.

JANUARY 24, 2019

Customer nurturing now starts from the first touch, and AI can help with that. Machine learning can get the right message or recommendation out in a responsive way – not just from the customer’s next best action, but from the sales perspective, too. When I started in 2002, I was the first product manager for the API.

Machine Learning 151

Machine Learning AI Innovation Start-ups 151