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

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

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

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

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

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. Machine-learning enablers - startups that sell ML toolkits - have shifted sales tactics to seize the day.

Artificial Intelligence 250

Artificial Intelligence ChatGPT Engineering Machine Learning 250

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

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

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

JULY 21, 2024

All of these benchmarks are machine-generated : HumanEval & HumanEvalFIM are not human testers - but open-source projects that evaluate AI code. What if an AI-powered customer support agent needs to be able to manage very technical telecom queries? 1 This type of evaluation works well for broad sense of relative performance.

Sales 212

Sales Machine Learning Artificial Intelligence Benchmarks 212

Tom Tunguz

NOVEMBER 8, 2023

Whether it’s data being used inside applications, feeding machine learning models, or downstream analysis, companies are increasingly reliant on this data, and that’s not changing. 80% of data is unstructured within organizations.

Artificial Intelligence 228

Artificial Intelligence Trends Data Software Review 228

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 188

User Experience AI Software Review Machine Learning 188

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Over half (53%) of support teams have seen a meaningful increase in support queries since COVID-19 hit.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

FEBRUARY 22, 2019

Here’s a look at how customer service chatbots can improve your service experience, and a few examples of intelligent bots that will inspire you to create your own. What is a customer service chatbot, and do I need one? Support is needed across multiple channels (website, in-app, on social media).

AI Search 267

AI Search Artificial Intelligence AI Scale 267

Tom Tunguz

DECEMBER 18, 2018

Startups begin to siphon off important but underserved segments of SaaS incumbent’s customer bases. This will occur in all major SaaS categories, products serving VPs of Marketing, Sales, Engineering, and Customer Support. Data engineering is the new Customer Success. Machine learning fades as a buzzword.

Blockchain 208

Blockchain Technical Review Machine Learning Artificial Intelligence 208

How To Buy Saas

MAY 29, 2025

For example, machine learning models can forecast sales, optimize pricing, and evaluate investment scenarios in real time. Key benefits of AI-driven decision support include: Predictive Insights: Machine learning forecasts customer demand and market shifts by analyzing historical and real-time data.

Artificial Intelligence 59

Artificial Intelligence Payment Services Payments SaaS Payments 59

IT World

FEBRUARY 17, 2023

The machine learning language program created by San Francisco-based research firm OpenAI offers human-like text responses to queries. ChatGPT is a chatbot sensation that virtually every enterprise — large and small — is considering using to create greater business efficiencies.

ChatGPT 89

ChatGPT Customer Support Machine Learning Artificial Intelligence 89

Sales Hacker

FEBRUARY 7, 2025

It specializes in creating personalized shopping experiences for customers by leveraging machine learning and AI technologies. This stage often involves entering new markets, catering to diverse customer segments, and increasing operational efficiency.

Pricing 107

Pricing Scale SaaS Technical Review 107

Intercom, Inc.

FEBRUARY 24, 2020

Bots are already enabling customer support teams to scale personalized experiences without added headcount. But until now, support bots have stopped short of fully resolving customer issues. Resolution Bot moves beyond generic answers to meaningfully solve customers’ problems”. Not a great experience.

Headcount 40

Headcount Machine Learning Artificial Intelligence Customer Support 40

Intercom, Inc.

FEBRUARY 24, 2021

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. Drive informed business decisions with custom reports.

Operational efficiency. 243

Operational efficiency. Software Review Machine Learning Artificial Intelligence 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.

Artificial Intelligence 118

Artificial Intelligence AI Scale Machine Learning 118

Intercom, Inc.

NOVEMBER 26, 2018

We recently launched Answer Bot , an intelligent chatbot that provides precise answers to customers and which successfully resolves 29% of your most common frequently asked questions, right there in the Intercom Messenger. The development of Answer Bot also saw a very significant involvement from Intercom’s Customer Support team.

Customer Support 164

Customer Support Technical Review Machine Learning Artificial Intelligence 164

Subscription Flow

AUGUST 6, 2024

In this blog, we will discuss AI customer support integrations such as chatbots and the effect they have on customers and businesses as a whole. What is AI Customer Support? In the SaaS industry AI exists primarily in the form of support chatbots.

Customer Support 52

Customer Support SaaS Payments Artificial Intelligence AI 52

Neil Patel

NOVEMBER 3, 2021

You can decrease overall costs while improving efficiency and machine learning processes with the right platform on your side. Data labeling is the process of analyzing raw data and labeling it to provide context to machine learning software, algorithms, and end-users. What Is Data Labeling?

Scale 125

Scale Outsourcing Services Artificial Intelligence Scaling 125

Intercom, Inc.

OCTOBER 11, 2018

Today we’re launching Answer Bot , an intelligent bot that automatically and instantly resolves your customers’ most common questions. We’ve found that on average, Answer Bot instantly resolves 29% of your customers’ most common queries and improves customer response time by 44%.

Machine Learning 151

Machine Learning Artificial Intelligence Scale Technology 151

Intercom, Inc.

MAY 21, 2020

You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example. Today’s customer support teams must walk a fine line between robotic troubleshooting and empathetic help. It’s all part of keeping support personal, one of Intercom’s primary missions. Thank you for having me.

Scale 221

Scale Sales Hiring Customer Support Headcount 221

Intercom, Inc.

JULY 19, 2021

What’s more, Forrester’s study, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed how conversational support can fuel customer retention and business growth across the entire business. 5 cross-functional benefits of conversational support (and how to measure them).

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Intercom, Inc.

FEBRUARY 27, 2020

?. Anyone who’s tangled with customer support knows: getting an answer to your question is one thing, but actually landing on a useful resolution to your problem can be another. Two years ago, we introduced Answer Bot to address our customers’ most important questions. Fergal Reid: I lead the Machine Learning team at Intercom.

Machine Learning 23

Machine Learning Artificial Intelligence Scale Banking 23

FastSpring

AUGUST 1, 2024

Customer Support Readiness Prepare for Inquiries : Anticipate a surge in customer inquiries. Train your support team to handle common issues efficiently. Support Resources : Utilize FastSpring’s support resources for seamless customer interactions. Machine-Learning Fraud Engine.

Payment Methods 122

Payment Methods Payment Solutions SaaS Payments Payment Services 122

Intercom, Inc.

JANUARY 27, 2021

Using Zendesk and a suite of integrated tools, these teams work cohesively to build bridges between each of the support pillars, ensuring their customers have a seamless experience when interacting with the team, and that they can avail of the type of support that they need – precisely when they need it. Data-informed support.

Customer Success 165

Customer Success Machine Learning Artificial Intelligence Branding 165

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.

Artificial Intelligence 97

Artificial Intelligence AI Machine Learning SaaS 97

User Pilot

MAY 16, 2023

Omnichannel strategies are important to foster strong customer relationships. Multiple self-service customer support options let customers quickly solve their issues. You should use product analytics to keep up with the changing customer demands. What is customer engagement?

Trends 98

Trends Engagement Artificial Intelligence Machine Learning 98

Tom Tunguz

AUGUST 21, 2013

One degree removed, sales and customer support teams ply the voice of the customer to influence product and eng. Marketing relies on engineering to provide analysis for marketing spend efficiency, customer segmentation and user engagement. Product and engineering teams are inseparable and at the core of most startups.

Machine Learning 100

Machine Learning Artificial Intelligence Mobile Advertising 100

Neil Patel

MARCH 5, 2021

Statsbot uses machine-learning technology to deliver insights and predictive analytics to diverse teams. Once implemented, Statsbot allows you to track metrics, build custom funnels, and ask questions about data via your Slack app. Zendesk is a system that helps users track, prioritize, and solve customer support tickets.

Social Media 135

Social Media Marketing AI Search Technical Review 135

User Pilot

MAY 10, 2023

TL;DR AI marketing involves leveraging AI technologies like machine learning, deep learning, etc., to analyze customer data and predict customer actions. To learn more about how Userpilot’s AI integrations save you time and effort, book a demo today. AI-powered marketing tools. What is AI in marketing?

Artificial Intelligence 87

Artificial Intelligence AI Search AI Machine Learning 87

Tom Tunguz

JULY 14, 2013

The product is essential to the operation of a customer’s business. For example, Zuora enables subscription billing; Expensify manages employee expenses; ZenDesk builds customer support systems. Customers can’t function without it. Characteristic 2: Cost/Value Proposition is Straightforward.

Sales Hiring 100

Sales Hiring Venture Capital SaaS Machine Learning 100