5 ms·

How is this different/unique than the thousands of other competitors that pretty much promise the same thing? sorry if it sounds dismissive of your product, but

How is this different/unique than the thousands of other competitors that pretty much promise the same thing? sorry if it sounds dismissive of your product, but that's my first impression, and probably a lot of other ppl's too, so would be good to get a good answer...

engomez 2y ago
give the playground a shot and let me know what you think. we answer 250k+ customer-facing questions/mo today for teams who really care about quality (Anthropic, Clerk, Pinecone, Postman) - we're brining that same care and high bar to our copilot for support teams. the generative UI and conversational aspect is quite different than other copilots we've seen.
gk1 2y ago
(I'm not from Inkeep but I've seen and used their product.) I'm not sure how they do it but the answer quality and the UI is meaningfully better than all the other "chat with your docs"-type products I've tried. In other words the promised outcome isn't very original but they've nailed the execution.
zkid18 2y ago
Feel free to correct me on that, but here's my understanding. The comprehensive support products cover four main sub-products: 1. FAQ/Knowledge bases with search functionality. 2. Conversational mediums and agent notifications (e.g., live chat widget, messenger support). 3. Ticket management systems and agent management, which is the core of Zendesk/Intercom. This is the most difficult to operationalize as it requires process architecture, SLA management, etc. 4. Orchestration and workflow management, which can be done inside #3, though some products are available as well. Most new post-LLM startups target #2 but face platform risks as they rely on companies covering #1, #3, and #4 (e.g., Zendesk, Intercom, Gorgias). I feel InKeep doing some combination of #2 but emphasising that you can support client whenever they are (ie Github, Discord, Slack) instead of asking them to submit tickets in the website widget. Another issue for AI support startup is the verticalization/horizontal trap. Most LLMs require solid tuning per client, especially for enterprises like us. Startups often avoid this initially, opting for a more horizontal general path (e.g., AI support for Shopify merchants). This is where enterprise players are more beneficial. Thus companies like ServiceNow, Zoom, and Oracle offer products for support and implementation services. Neat business imo.
- Godcreator333 2y ago
  are you implying that a custom implementation service for enterprises is a good business?
  - zkid18 2y ago
    that's the reality of the post-LLM Customer Support business.
tschellenbach 2y ago
We use them at getstream.io, the RAG on SDKs is way ahead of other platforms in this space.
safeimp 2y ago
I'm not associated with them but was browsing their docs and spotted this: https://docs.inkeep.com/faqs/comparisons https://docs.inkeep.com/faqs/comparisons Might help.

engomez 2y ago

give the playground a shot and let me know what you think. we answer 250k+ customer-facing questions/mo today for teams who really care about quality (Anthropic, Clerk, Pinecone, Postman) - we're brining that same care and high bar to our copilot for support teams. the generative UI and conversational aspect is quite different than other copilots we've seen.

gk1 2y ago

(I'm not from Inkeep but I've seen and used their product.) I'm not sure how they do it but the answer quality and the UI is meaningfully better than all the other "chat with your docs"-type products I've tried. In other words the promised outcome isn't very original but they've nailed the execution.

zkid18 2y ago

Feel free to correct me on that, but here's my understanding. The comprehensive support products cover four main sub-products: 1. FAQ/Knowledge bases with search functionality. 2. Conversational mediums and agent notifications (e.g., live chat widget, messenger support). 3. Ticket management systems and agent management, which is the core of Zendesk/Intercom. This is the most difficult to operationalize as it requires process architecture, SLA management, etc. 4. Orchestration and workflow management, which can be done inside #3, though some products are available as well. Most new post-LLM startups target #2 but face platform risks as they rely on companies covering #1, #3, and #4 (e.g., Zendesk, Intercom, Gorgias). I feel InKeep doing some combination of #2 but emphasising that you can support client whenever they are (ie Github, Discord, Slack) instead of asking them to submit tickets in the website widget. Another issue for AI support startup is the verticalization/horizontal trap. Most LLMs require solid tuning per client, especially for enterprises like us. Startups often avoid this initially, opting for a more horizontal general path (e.g., AI support for Shopify merchants). This is where enterprise players are more beneficial. Thus companies like ServiceNow, Zoom, and Oracle offer products for support and implementation services. Neat business imo.

Godcreator333 2y ago
are you implying that a custom implementation service for enterprises is a good business?
- zkid18 2y ago
  that's the reality of the post-LLM Customer Support business.

tschellenbach 2y ago

We use them at getstream.io, the RAG on SDKs is way ahead of other platforms in this space.

safeimp 2y ago

I'm not associated with them but was browsing their docs and spotted this: https://docs.inkeep.com/faqs/comparisons https://docs.inkeep.com/faqs/comparisons Might help.