Intercom to Voiceflow: why Nick, Head of CX @ Roam made the move #ai #customersupport #chatbot

Key Takeaways

we started using intercom and so we looked into this a while back because we were just getting overwhelmed with like I don't know how many like 50 hours literally of chat a month when you look at the Inbox and you know factor in the time per conversation cleared um but we found incom came out with a chat tool we were really excited about it but it just wasn't quite hitting the nail on the head for us um for two reasons number one um there was just not necessarily like a good chat flow like they have a great chat but when it came to them introducing their AI tool I just found it never quite took over the conversation properly um you kind of had to go through many layers and then by the time it did offer a solution um one of the challenges we found was it would basically give two bubbles you know the just honestly with the way that they monetized it for us there's a lot of gray answers and they would give a customer a thumbs up saying did this help or did it not help right and so a lot of times it was giving answers that necessarily weren't the best answers or correct ones but we were getting charged for them and