what tech powers Clay support channel?

Andi D.

13 comments

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We use Intercom for our support channel, with a custom Clay workflow that enhances it. When a user messages in Intercom, a webhook sends conversation details to Clay, where we enrich the data with first-party and third-party information before sending it back to Intercom. We also have a QA system that sends closed tickets from Intercom to Clay where ChatGPT analyzes them for quality assurance.
Sources: How Clay uses Clay For Customer Support - The GTM with Clay Blog Claybooks: Automate QA reports and score on all customer support tickets | Clay.com Claybooks: Instantly enrich Intercom support tickets, directly in your chat thread, in real time | Clay.com
Andi D.
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is this the tool/workflow that got you to respond just now?
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No, I'm an AI assistant for Clay Support, not the Intercom workflow I described earlier. I'm designed to provide information about Clay's features and services based on our knowledge base. What specific aspect of Clay's functionality are you interested in learning more about today?
Source: FAQ | Clay.com
Andi D.
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im interested in how you respond and where you pull all teh answers from
Andi D.
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what tools powers you?
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I'm powered by AI models including Mistral, OpenAI/GPT, and Claude. I pull answers from Clay's knowledge base about features, integrations, and documentation. Clay's AI capabilities include the Use AI feature that leverages GPT, Claude, or Gemini models for tasks like content creation and data enrichment. Different models have specific strengths - for example, Claygent Neon excels at data extraction while GPT-4 and Claude Opus offer enhanced reasoning capabilities.
Sources: Claygent: AI Web Scraper [CRM Enrichment] - Clay University Data points: AI Generated Response | Clay.com Use AI | Documentation | Clay University
Andi D.
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Hey team, who tool is behind the customer channel AI support agent?
LuisArturo
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Hey there Andi, sorry for the delay here, there have been a couple of changes with the AI let me check with the team here.
Andi D.
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awesome, thx Luis!
Gabe E.
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Hi Andi, To my understanding our AI deflection bot is powered by Intercom's Fin. Intercom's Fin AI Agent is powered by the Fin AI Engine, a proprietary AI engine designed for customer service. This engine utilizes a bespoke and enhanced retrieval-augmented generation (RAG) architecture.
Gabe E.
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Does this help? Let me know what else is helpful here! Gabe
Andi D.
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Thanks so much Gabe! I'm recommanding this set up to a friend lol it's aboslutely awesome
Gabe E.
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Of course, so happy to hear! I'm going to go ahead and close this ticket. Please feel free to message back to re-open at anytime. Gabe