E201 ‘Evolution of AI & Machine Learning in Customer Support’ with Intercom’s Fergal Reid

Today's guest is  Fergal Reid, VP of Artificial Intelligence at Intercom. Fergal is an experienced AI professional who has navigated the complexities of the ever-changing AI field. From machine learning ventures to strategic roles in prominent organisations like Intercom, Fergal provides invaluable insights into how AI is shaping the future.

Topics include:

0:00 His journey from Computer science to startups, PhD, Optimizely & Intercom

4:07 Why he was drawn to Intercom’s Dublin HQ, ML opportunity and impact

5:40 How Intercom embraced AI post-ChatGPT, rapid pivot and adoption

9:52 Automating complex support flows reliably and profitably with Fin

14:52 A high-performing AI team balancing autonomy, fast experiments & accountability

19:10 While AI progress is slowing; core tech still improves & AI reshapes work

25:41 Policymakers must prepare as AI transforms customer service

29:12 Why he wouldn’t redo his PhD now but AI changes research and careers