Irish customer experience firm Otonomee has joined Intercom's Solution Partner Program to further integrate AI into its customer service offering as traditional customer experience models face pressure in increasingly AI-driven industry according to Cork Chamber.

Intercom, the company behind Fin, the number-one AI agent for customer service, enables partners such as Otonomee to help their clients deliver scalable customer experiences. Powered by its own AI models, Fin delivers average resolution rate of 67% for service requests, resolving even most complex support queries accurately, reducing manual workload, and allowing customer experience agents to focus on nuanced customer interactions requiring human input.

Otonomee was purpose-built in 2020 to offer something different from outset. Its agile, remote-first model quickly positioned it as key challenger in global business process outsourcing industry, giving clear advantage in new AI-augmented customer experience environment. The company has grown into fully remote workforce of 650, operating across four continents in under five years.

The company is seeing up to 70% of customer interactions carried out by AI. AI can handle higher volumes and repetitive work, which means human workforce requires skilled, experienced experts in managing complexity that remains.

Aidan O'Shea, CEO of Otonomee, stated, "Far from being a threat to the industry, I see AI as a real opportunity, especially for nimble, flexible, specialised premium operators. It means the bar for quality is rising, leaving room for higher-value interactions. Some traditional BPOs are like supertankers at a time when you need a speedboat."

He added, "We're focused on growing the business and expanding what we offer. A big part of that is investing in broader technology capabilities, particularly AI. We are delighted to partner with Intercom.”

Explore how customer experience firms are advancing service delivery through strategic AI partnerships in the complete article.