The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom
Show notes
Today Eoghan McCabe and Fergal Reid of Intercom join The Cognitive Revolution to discuss building their AI customer service agent Fin, exploring how they achieved a 65% resolution rate through rigorous optimization and custom model training rather than relying on base model improvements, while pioneering outcome-based pricing at $0.99 per resolution. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan Sponsors: Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr AGNTCY: AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) About the Episode (03:43) Keeping Up With AI (09:56) Evaluating Models and Evals (13:04) Incumbents vs. Startups (18:54) Product Risk and Judgment (Part 1) (19:00) Sponsors: Linear | AGNTCY (21:34) Product Risk and Judgment (Part 2) (23:42) The Klarna Layoff Story (Part 1) (32:11) Sponsors: Claude | Shopify (36:13) The Klarna Layoff Story (Part 2) (36:14) Driving Resolution Rate (45:00) Intelligence Isn't the Bottleneck (50:10) Closing the Automation Gap (56:20) Human vs. AI Accuracy (01:01:03) The Nuance of Speed (01:04:48) Considering Paradigm Changes (01:09:31) Outcome-Based Pricing Model (01:19:12) Casual Hacking and Insights (01:26:05) AI Adoption and Ambition (01:36:00) Outro
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