Tom Tunguz

NOVEMBER 8, 2023

LLMs Transform the Stack : Large language models transform data in many ways. If you’re curious about the evolution of the LLM stack or the requirements to build a product with LLMs, please see Theory’s series on the topic here called From Model to Machine.

Artificial Intelligence 228

Artificial Intelligence Trends Data Software Review 228

Intercom, Inc.

JUNE 22, 2018

It’s easy to believe that machine learning is hard. After all, you’re teaching machines that work in ones and zeros to reach their own conclusions about the world. Indeed, the majority of literature on machine learning is riddled with complex notation, formulae and superfluous language.

Machine Learning 223

Machine Learning Artificial Intelligence Interviewing Customer Support 223

Neil Patel

DECEMBER 9, 2020

Machine learning is on the verge of transforming the marketing sector. According to Gartner , 30% of companies will use machine learning in one part of their sales process by 2020. In other words, machine learning isn’t just for computer scientists. What Is Machine Learning?

Artificial Intelligence 144

Artificial Intelligence Machine Learning Marketing AI Search 144

Tom Tunguz

JANUARY 25, 2018

In SaaS, machine learning has become an essential component to many different products. Whether it’s automating responses to inbound sales queries, identifying expense reports for audit, or surfacing anomalies in data, machine learning improves workflow software. Why is this the case?

Machine Learning 190

Machine Learning Artificial Intelligence Sales Hiring Marketing 190

Tom Tunguz

MARCH 6, 2023

As machine learning becomes core to every product, engineering teams will restructure. In the past, the core engineering team & the data science/machine learning teams worked separately. LLM-features should contribute directly to revenue via upsell & market share, quieting questions.

Artificial Intelligence 250

Artificial Intelligence ChatGPT Engineering Machine Learning 250

Tom Tunguz

JUNE 19, 2017

In software, we’ve moved from a world where a customer buys a piece of software to run on their own infrastructure, to a world where a customer pays a vendor to run software on the vendor’s infrastructure. With machine learning, we may see another evolution of this.

Machine Learning 186

Machine Learning Artificial Intelligence Advertising Marketplace as a Service 186

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue. 1 obstacle for these executives. 1 obstacle for these executives.

Customer Support 216

Customer Support AI Search Banking Airlines 216

SaaStr

DECEMBER 27, 2024

Existing distribution channels: While startups are racing to build distribution, incumbents already have it However, the business model disruption around AI pricing remains a challenge for larger players to navigate.

AI 290

AI Marketing SaaS Interviewing 290

Tom Tunguz

SEPTEMBER 6, 2023

But the ability of large language models to extract insights from unstructured information changes this architecture : data repositories like data lakes are becoming essential parts of modern SaaS stacks. For example, synthesizing insights across sales and customer support conversations to prioritize product road maps.

Artificial Intelligence 316

Artificial Intelligence Software Data Scale 316

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

Intercom, Inc.

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. What is a customer service chatbot, and do I need one? or “what is your pricing?”.

AI Search 267

AI Search Artificial Intelligence AI Scale 267

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

User Pilot

DECEMBER 20, 2023

Machine learning is a trending topic that has exploded in interest recently. Coupled closely together with Machine Learning is customer data. Combining customer data & machine learning unlocks the power of big data. What is machine learning?

Artificial Intelligence 105

Artificial Intelligence Machine Learning Data Social Media 105

User Pilot

APRIL 28, 2023

TL;DR AI user onboarding uses Artificial Intelligence (AI) tools to introduce product functionality to users and drive product adoption. Simply put, it’s the process of using Artificial Intelligence (AI) tools to enhance in-app user guidance and education during the onboarding process so users can reach their goals faster.

Artificial Intelligence 97

Artificial Intelligence Onboarding AI Machine Learning 97

Totango

AUGUST 31, 2021

Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. How Has Digital Technology Changed Customer Success?

Artificial Intelligence 97

Artificial Intelligence Customer Success Technical Review AI 97

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Resolution Time.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Tom Tunguz

APRIL 18, 2023

When one customer support bot provides a meaningfully better experience to answer questions, every competitor will match it. Every startup needs an AI strategy - not just for fundraising or press appeal. User expectations have changed. When one email composer window autocompletes sentences, every email product will need to follow.

AI 247

AI Artificial Intelligence Startup Strategy 247

Clouded Judgement

FEBRUARY 7, 2025

These seem like perfect fits for LLM based applicatiosn. Signal can come from many places (sales team notes, customer support tickets, etc) IT Incident Management: Similar to the security alert example. Perfect for a LLM! There are so many of these workflows out there today, and many of them are quite manual.

Systems Review 144

Systems Review Cloud AI Artificial Intelligence 144

SaaStr

JANUARY 17, 2024

They want to use AI to improve the products they sell to their customers. Some of the biggest use cases for AI in the enterprise are across customer support, sales and marketing, and engineering — ie helping developers test code and troubleshoot issues. ’ That’s really incredible.

AI 298

AI Enterprise Artificial Intelligence compliance 298

TechEmpower SaaS

JULY 24, 2023

Registration Do you plan to support Google Sign-In, Facebook Connect, or similar 3rd-party authentication? Artificial Intelligence Does your application leverage AI in any way? For customer service? To personalize customer recommendations? How can we use AI to improve the customer experience? Fulfillment?

Innovation 780

Innovation Development CTO Hire Technical Review 780

Tom Tunguz

SEPTEMBER 30, 2023

The benefit to the lower quartiles is dramatic across sales, customer support, & consulting. Lower performing consultants benefit the most from AI augmentation, increasing performance by 43% compared to 17% for higher performers. This rising-tide effect seems common across AI applications.

AI 239

AI Artificial Intelligence Consulting Customer Support 239

Intercom, Inc.

JANUARY 31, 2023

And Intercom’s area of focus – customer service – is among those most poised to benefit. The trickiest thing about large language models (LLMs) is that they’re great at appearing plausible, even when they’re wrong. Specifically, the latest LLM models “hallucinate,” meaning they just make things up.

AI 188

AI Artificial Intelligence New CTO ChatGPT 188

Tom Tunguz

MAY 29, 2017

We’ve entered an era when computers can understand speech, computers can synthesize speech, computers can develop music, author encryption algorithms, create novel art, respond to customer support questions, and even generate new summaries and reports from data. This idea is not new.

Machine Learning 100

Machine Learning Artificial Intelligence Startup AI Search 100

Intercom, Inc.

JULY 26, 2022

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. Like most AI systems, NLP and machine learning operate by analyzing massive datasets in order to continuously yield more sophisticated outputs.

Artificial Intelligence 118

Artificial Intelligence AI Scale Machine Learning 118

Tom Tunguz

AUGUST 3, 2022

Product notifications (your NFT has a new offer), customer support (here’s how to transfer your tokens into our liquidity pool), and peer-to-peer messaging within an application (hey, friend) - none are possible today in a crypto-native way. These airdrops are a novel form of spam for both users & wallets.

Machine Learning 277

Machine Learning Artificial Intelligence Communication Customer Support 277

Intercom, Inc.

MARCH 2, 2021

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. If a customer has made the effort to contact your Customer Support team, it’s already a sign they need your help.

Machine Learning 248

Machine Learning Artificial Intelligence Customer Support Metrics 248

SaaStr

JULY 3, 2024

The bar is high, and you probably won’t be the best at building a fully generalized LLM model unless you’re Anthropic, OpenAI, or Google. You’re Not Just Building an AI Model When you build a product, the sole value of what you’re building is not only the AI model. Your customers aren’t buying an AI interface.

Enterprise 298

Enterprise AI Search AI Artificial Intelligence 298

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS AI 104

SaaStr

MARCH 1, 2024

The number of patents filed in 2021 in Artificial Intelligence was 30x the number published six years earlier. We’re on the cusp of a golden age in AI, and the lesson learned from Cloud was that Cloud sped up the pace of development by a lot. That’s the core mission. This is a really constrained use case.

Generative AI 298

Generative AI Outsourcing Services AI Software Review 298

Sales Hacker

OCTOBER 6, 2023

Currently, there are 3 primary options available to implement AI in a company: Cloud or LLM providers: Large cloud providers, like AWS, Google, or Microsoft, all provide services to implement generative AI in a secure way in the cloud. They typically specialize in a specific business function or area.

Artificial Intelligence 123

Artificial Intelligence AI Generative AI Blockchain 123

SaaStr

MARCH 9, 2025

“Our first attempts at implementing AI across customer support, product tours, and in-app assistance created disconnected experiences where the AI seemed to have different personalities and knowledge levels depending on where you encountered it,” admits Shu.

AI 202

AI Scale Education User Experience 202

Tom Tunguz

JULY 21, 2024

All of these benchmarks are machine-generated : HumanEval & HumanEvalFIM are not human testers - but open-source projects that evaluate AI code. But what if a business writes code in a particular language? What if an AI-powered customer support agent needs to be able to manage very technical telecom queries?

Sales 212

Sales Machine Learning Artificial Intelligence Benchmarks 212

User Pilot

MAY 31, 2023

It involves leveraging AI to better understand customer preferences, analyzing data, automating processes, and delivering personalized experiences. AI and machine learning can help boost customer retention , provide quick responses via chatbots , and drive self-service. What is AI in customer experience?

Artificial Intelligence 97

Artificial Intelligence AI Machine Learning SaaS 97

Tom Tunguz

MAY 19, 2018

New machine-learning APIs transcribe speech, categorize text, recognize images, translate words, and predict. Today, software infrastructure costs are not meaningful compared to customer support and may sap five or ten points of gross margin, which won’t result in a price delta buyers will notice.

DevOps as a Service 253

DevOps as a Service Blockchain Machine Learning Artificial Intelligence 253

Tom Tunguz

MAY 17, 2025

Here’s an example of me asking for help from PitchBook customer support to reset my password : AI email drafter. I created an Android app within about an hour that uses the on-device machine learning model from Google Gemini Nano to summarize and transcribe the task & then send it to my task manager.

User Experience 189

User Experience AI Software Review Machine Learning 189

Intercom, Inc.

JANUARY 25, 2022

Automate customer support inquiries and follow-up. Artificial intelligence (AI) has changed the way that people seek out answers to their questions. Customer service chatbots , like Intercom’s, can instantly answer questions like “what is your pricing?”

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel Technology 216

User Pilot

MAY 10, 2023

Artificial intelligence is revolutionizing our everyday lives, and marketing is no different, with several examples of AI in marketing today. This article examines what artificial intelligence in marketing looks like today. This article examines what artificial intelligence in marketing looks like today.

Artificial Intelligence 90

Artificial Intelligence AI Search AI Machine Learning 90