Intercom Partners With Anthropic To Enhance AI-Driven Customer Service

According to Odaily, Irish technology company Intercom has ended its collaboration with ChatGPT and opted to partner with OpenAI's competitor, Anthropic, to drive growth in AI-powered customer service. Des Traynor, Intercom's co-founder and Chief Strategy Officer, stated that since integrating generative AI into customer service queries, the company has doubled its support volume without increasing staff size. In May, Intercom CEO Eoghan McCabe announced an additional $100 million investment in AI capabilities and the creation of 75 new jobs, focusing on expanding the machine learning department. Part of this investment includes collaborating with Anthropic's Claude to support its AI-driven Fin 2 customer service bot, instead of using OpenAI's ChatGPT, which powered the original Fin.