Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
There is an AI scepticism amongst company leaders about the quality of AI in production.
The main concerns I've seen so far:
- It's expensive. Intercom and Zendesk have chosen to price AI support at 10x the underlying cost. And since no one is reducing headcounts yet, this additional money has to be found in some already tight budgets.
- Concern over quality. Specifically, the AI answering questions incorrectly or making things up.
- The quality, even today, is very good. We're seeing on average of 75% of conversations deflected by AI, with no discernable difference in CSAT scores. Reviewing the AI <> customer conversations, I'm always taken aback at how empathetic and smart the AI agent is at resolving simple or complex questions.
- Quality, speed, and cost are all getting better, fast. So AI resolution rates will continue to climb to the high 90%s in the next year or so.
- We've chosen to charge 5-10x less than Intercom (as have some of our competitors). So AI support doesn't have to add thousands of dollars extra a month to support budgets.
- Even if you assume that AI agents will only be good for 50% of your support tickets, e.g. all Tier 1 requests. Objectively, that's still phenomenal. Half of your support tickets deflected automatically. Leaving your agents to spend their time on more important work, e.g. proactive support, onboarding high-value customers, high-complexity tickets, etc.
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Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.