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

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