Understanding Latency in AI Customer Support
“Slow is smooth, smooth is fast.” This Navy SEALs saying resonates in tech, especially as software seems to lag despite hardware advancements. Here’s why latency matters:
- Impact on Business:
- A 0.5-second delay can reduce Google’s repeat traffic by 20%.
- Amazon loses 1% of revenue for every 100 ms delay.
- Walmart’s conversion rates fluctuate with page load times.
At Intercom, we went beyond assumptions:
- Innovative Experimentation:
- Conducted A/B tests to analyze latency effects on AI support agent Fin.
- Surprisingly, higher latency increased positive feedback without harming overall satisfaction.
Key Takeaways:
- User Perception: Increased latency may create a perception of human-like interactions, enhancing satisfaction.
- Confounding Factor: Latency complicates the evaluation of AI performance; adjustments are essential in testing.
We’re committed to improving Fin’s speed, ensuring that user experience remains top-notch.
💡 Curious about how you can optimize for latency in your AI systems? Let’s discuss in the comments below!
