If you’re talking about Intercom (it sounds like it), I thought they took a grossly irresponsible approach that optimized for splashy “we haz bot” rather than really understanding customer support interactions deeply, and looking for where speed or quality could be improved with LLMs. It really shocked me how poorly they approached this.
We have done deep dives with a couple other providers who are being waaaay more insightful and smart about decomposing the problem.
We have done deep dives with a couple other providers who are being waaaay more insightful and smart about decomposing the problem.