We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. At Intercom, we took advantage of these technologies relatively early. Our custom bots and resolution bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiency and better, faster support experiences. So, modern machine learning opens up vast possibilities, but how do you leverage this technology to Latest Mailing Database create an actual product for customers? Late last year, I spoke at the Predict conference about how we built Resolution Bot, our smart support chatbot that can resolve common questions instantly. This article is based on that talk and details our journey from early experimentation to release, as well as some valuable lessons we learned about how to Latest Mailing Database implement machine learning (ML) in a real-world product. .The cupcake approach to building bots Reading articles about how Google or IBM build their ML products, it's easy to think that only the biggest companies can afford to produce machine learning. These companies must spend a lot of time considering the problems that will arise when a system has millions of users, and must think carefully about the ML technology debt given its magnitude. However, for small businesses interested in delivering successful ML products, a lean approach can bring many rewards. At Intercom, we generally follow the cupcake approach to building a product - start with the smallest functional version and quickly work your way up from there. “A complex system that works invariably turns out to have evolved from a simple system that worked” When it comes to machine learning, Gall's Law applies: “A complex system that works has always been found to Latest Mailing Database have evolved from a simple system that worked. ML products also require us to manage relatively large technological risks – this is an area where, unlike most other product development, technical limitations can make the whole design impossible. We can't assume that ML will always do what we want perfectly. New software engineers quickly learn that great complexity comes from error handling.