On: Salesforce to Acquire Fin (formerly Intercom) for $3.6B

[cpursley]

Wild, the AI support and bots suck so bad, I've literally lost sales due to them. No matter how much support docs and history you feed them with for context, they just don't cut it. People would rather wait for a real person than go in loops with a wrong/bad support answer...

[dd8601fn → cpursley]

There’s essentially no such thing as good case deflection. All of it exists at the expense of customer experience.

But businesses will always chase that dream of reduced customer contact, so Salesforce will keep selling it to them.

[uberex → cpursley]

These days it would be better in reverse i.e. expose the docs as docs and human points their Claude at that. In starting to do that!

[SV_BubbleTime → cpursley]

So I haven’t looked into it a ton, but doesn’t it seem like a great case to have an AI answer the call immediately, get the users account pulled up, and document the issue with some refining feedback?

An AI secretary seems perfectly acceptable for both sides. The expectation is that a real human comes in soon after but this seems like a way to free up the most tedious parts of the process for both sides.