Artificial Ignorance cover image

Artificial Ignorance

How Intercom is transforming customer support with AI

Apr 10, 2024
Fergal Reid, VP of AI at Intercom, discusses how the company is using generative AI to transform customer support. They talk about the launch of Fin AI Copilot, which can learn from past conversations and improve agent interactions. Intercom is shifting from chatbots to AI copilots that augment support staff, enhancing efficiency and user experience.
36:25

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

  • Intercom is evolving from chatbots to AI copilots that enhance support staff interactions.
  • Intercom's Fin AI Copilot leverages past conversations, internal documents, and knowledge bases to improve agent support interactions.

Deep dives

Fergal Reed's Background and Evolution of AI Efforts at Intercom

Fergal Reed, the VP of AI at Intercom, has extensive experience in AI and data science, leading AI research and development efforts at the company. He discusses his journey at Intercom, starting as a dedicated machine learning hire, where he witnessed the skepticism towards chatbots evolve into a focus on enhancing bot user experience. Fergal's team pushed boundaries in customer support with intelligent chatbots and assistive capabilities, adapting early to neural networks and cutting-edge technology like chat GPT.

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