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Building Resolution Bot: How to apply machine learning in product development

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence.

At Intercom, we have taken advantage of these technologies relatively early. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiencies and better, faster support experiences.

Late last year, I spoke at the Predict Conference on how we built Resolution Bot, our intelligent support chatbot that can instantly resolve common questions. This post is based on that talk, and details our journey from early experimentation to release, as well as some valuable lessons we learned about how to implement machine learning (ML) in a real-world product.

The cupcake approach to building bots

At Intercom, we have taken advantage of these technologies relatively early. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiencies and better, faster support experiences.

Late last year, I spoke at the Predict Conference on how we built Resolution Bot, our intelligent support chatbot that can instantly resolve common questions. This post is based on that talk, and details our journey from early experimentation to release, as well as some valuable lessons we learned about how to implement machine learning (ML) in a real-world product.

Late last year, I spoke at the Predict Conference on how we built Resolution Bot, our intelligent support chatbot that can instantly resolve common questions. This post is based on that talk, and details our journey from early experimentation to release, as well as some valuable lessons we learned about how to implement machine learning (ML) in a real-world product.

Late last year, I spoke at the Predict Conference on how we built Resolution Bot, our intelligent support chatbot that can instantly resolve common questions. This post is based on that talk, and details our journey from early experimentation to release, as well as some valuable lessons we learned about how to implement machine learning (ML) in a real-world product.

The cupcake approach to building bots

At Intercom, we have taken advantage of these technologies relatively early. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiencies and better, faster support experiences.

Late last year, I spoke at the Predict Conference on how we built Resolution Bot, our intelligent support chatbot that can instantly resolve common questions. This post is based on that talk, and details our journey from early experimentation to release, as well as some valuable lessons we learned about how to implement machine learning (ML) in a real-world product.

 

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Adriana Rutowicz

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