Eclekt and Intercom Forge Alliance to Enhance AI Solutions for Customer Support
In a notable development within the realm of AI solutions, Eclekt Co., Ltd., headquartered in Setagaya, Tokyo, has recently entered into a strategic partnership with Intercom, Inc., based in San Francisco, California. The goal of this collaboration is to streamline and enhance customer support systems for enterprise and mid-tier businesses by integrating Intercom's AI Agent, known as Fin.
This alliance aims to leverage Eclekt's extensive experience in supporting customer experience (CX) and employee experience (EX) solutions. Through this partnership, Eclekt will provide comprehensive support from the introduction of AI solutions to their operation and improvement. As the demand for efficient and accurate customer support continues to rise, the need for AI solutions has never been more crucial. Businesses face escalating inquiry volumes and increasingly complex customer needs, which highlight the challenges of maintaining quality through traditional human-centered approaches.
Intercom’s AI agent, Fin, is designed to provide immediate and consistent answers to customer inquiries based on a company's help center and support documents. It operates in alignment with the company's support policies and regulations, effectively improving both operational efficiency and customer experience. Moreover, Fin can seamlessly integrate with Zendesk through "Fin for Zendesk," allowing businesses to incorporate AI into their existing Zendesk environments without substantial changes to their operational workflows. This feature encourages companies already utilizing Zendesk to leverage AI without overhauling their processes.
Eclekt has built a solid reputation for assisting enterprise and mid-tier firms in implementing and improving CX and EX solutions. Recently, there has been a rising interest from businesses about how to best integrate AI agents with their existing support frameworks to ensure successful adoption. This collaboration between Eclekt and Intercom aims to address these concerns, enabling businesses to harness the power of AI while making the best use of their current infrastructures.
The statements from both parties highlight the significance of this partnership. Kanon Otsuki, Partnership Manager at Intercom, expressed excitement about teaming up with Eclekt, stating, "We wholeheartedly welcome the alliance with Eclekt. By combining our expertise, we can deliver readily applicable AI customer service to our Japanese clients, ensuring a seamless transition from introduction to operation. Intercom will continue to robustly support our customers in balancing experience value and operational productivity alongside our domestic partners."
Masahiro Tsujimoto, President of Eclekt, emphasized the transformative period that customer support is undergoing, stating, "The landscape of customer support is currently experiencing a shift towards an AI-first approach. However, simply implementing AI without a robust support framework can hinder operational improvements and prevent realizing true value. By combining Eclekt’s expertise in deployment and operation support with Intercom’s AI agent ‘Fin’, which achieves a 70% resolution rate, we are set to build a system that pushes AI utilization forward. Through this partnership, we aim to significantly contribute to the enhancement of customer support among Japanese businesses."
Fin is an advanced AI agent that provides prompt and accurate responses to customer inquiries by utilizing the information contained within a company's help center and support documentation. Operating around the clock, Fin is designed to ensure consistent customer support across various communication channels, including websites, apps, and messaging platforms.
Fin operates on a pay-per-resolution pricing model, charging $0.99 per resolved inquiry. More information is available on their official website: fin.ai.
Founded in 2011, Intercom provides an integrated customer service platform that harnesses the power of AI agents and automation technologies to foster business growth and optimize operational efficiency. It offers comprehensive tools, including help desk, ticket management, and knowledge base functionalities, all designed to facilitate real-time, personalized customer support. The platform is utilized by over 25,000 companies globally, including big names like Amazon, Atlassian, and Microsoft. Intercom places a strong emphasis on security and compliance, holding international certifications such as ISO/IEC 27001 and SOC 2 Type II to ensure a high standard of data security.
With the formation of this alliance, both Eclekt and Intercom aim to enhance customer support capabilities while driving continuous growth for enterprises in the evolving digital landscape.
This alliance aims to leverage Eclekt's extensive experience in supporting customer experience (CX) and employee experience (EX) solutions. Through this partnership, Eclekt will provide comprehensive support from the introduction of AI solutions to their operation and improvement. As the demand for efficient and accurate customer support continues to rise, the need for AI solutions has never been more crucial. Businesses face escalating inquiry volumes and increasingly complex customer needs, which highlight the challenges of maintaining quality through traditional human-centered approaches.
Intercom’s AI agent, Fin, is designed to provide immediate and consistent answers to customer inquiries based on a company's help center and support documents. It operates in alignment with the company's support policies and regulations, effectively improving both operational efficiency and customer experience. Moreover, Fin can seamlessly integrate with Zendesk through "Fin for Zendesk," allowing businesses to incorporate AI into their existing Zendesk environments without substantial changes to their operational workflows. This feature encourages companies already utilizing Zendesk to leverage AI without overhauling their processes.
Eclekt has built a solid reputation for assisting enterprise and mid-tier firms in implementing and improving CX and EX solutions. Recently, there has been a rising interest from businesses about how to best integrate AI agents with their existing support frameworks to ensure successful adoption. This collaboration between Eclekt and Intercom aims to address these concerns, enabling businesses to harness the power of AI while making the best use of their current infrastructures.
The statements from both parties highlight the significance of this partnership. Kanon Otsuki, Partnership Manager at Intercom, expressed excitement about teaming up with Eclekt, stating, "We wholeheartedly welcome the alliance with Eclekt. By combining our expertise, we can deliver readily applicable AI customer service to our Japanese clients, ensuring a seamless transition from introduction to operation. Intercom will continue to robustly support our customers in balancing experience value and operational productivity alongside our domestic partners."
Masahiro Tsujimoto, President of Eclekt, emphasized the transformative period that customer support is undergoing, stating, "The landscape of customer support is currently experiencing a shift towards an AI-first approach. However, simply implementing AI without a robust support framework can hinder operational improvements and prevent realizing true value. By combining Eclekt’s expertise in deployment and operation support with Intercom’s AI agent ‘Fin’, which achieves a 70% resolution rate, we are set to build a system that pushes AI utilization forward. Through this partnership, we aim to significantly contribute to the enhancement of customer support among Japanese businesses."
About AI Agent Fin
Fin is an advanced AI agent that provides prompt and accurate responses to customer inquiries by utilizing the information contained within a company's help center and support documentation. Operating around the clock, Fin is designed to ensure consistent customer support across various communication channels, including websites, apps, and messaging platforms.
Key Features of Fin include:
- - Utilization of existing help center resources to provide automated responses that follow company policies and guidelines. Fin goes beyond standard FAQ responses by effectively addressing multi-step inquiries.
- - Smooth integration with human agents, ensuring that inquiries beyond AI capabilities are escalated to operators, thus maintaining quality while improving operational efficiency.
- - Support for multiple communication channels, including web, in-app messaging, and email, designed for easy integration into pre-existing support systems.
- - Integration options with Zendesk via ‘Fin for Zendesk’, allowing companies to utilize AI responses within their existing Zendesk frameworks.
Fin operates on a pay-per-resolution pricing model, charging $0.99 per resolved inquiry. More information is available on their official website: fin.ai.
About Intercom, Inc.
Founded in 2011, Intercom provides an integrated customer service platform that harnesses the power of AI agents and automation technologies to foster business growth and optimize operational efficiency. It offers comprehensive tools, including help desk, ticket management, and knowledge base functionalities, all designed to facilitate real-time, personalized customer support. The platform is utilized by over 25,000 companies globally, including big names like Amazon, Atlassian, and Microsoft. Intercom places a strong emphasis on security and compliance, holding international certifications such as ISO/IEC 27001 and SOC 2 Type II to ensure a high standard of data security.
With the formation of this alliance, both Eclekt and Intercom aim to enhance customer support capabilities while driving continuous growth for enterprises in the evolving digital landscape.
Topics Business Technology）
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