Fergal Reid
Chief AI Officer at Intercom responsible for building and optimizing FIN, leading the AI group and technical work on model evaluation, custom models, retrieval, and production A/B testing.
Top 5 podcasts with Fergal Reid
Ranked by the Snipd community
105 snips
Oct 5, 2025 • 1h 34min
The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom
Eoghan McCabe, CEO of Intercom, and Fergal Reid, Chief AI Officer, dive into the creation of their AI customer service agent, FIN. They reveal how FIN achieved a remarkable 65% resolution rate through custom model optimization rather than off-the-shelf solutions. The duo discusses their unique $0.99 per resolution pricing model, aligning customer value with cost. They also tackle the challenges of automation, balancing speed with trust, and the ongoing need for intelligent design in customer service.
29 snips
Dec 9, 2022 • 51min
How ChatGPT changed everything: Thoughts from the frontline of the AI/ML revolution
This week OpenAI released ChatGPT, its prototype AI chatbot. On this episode of Intercom on Product, Intercom Co-Founder and Chief Strategy Officer Des Traynor sits down to chat with our Director of Machine Learning, Fergal Reid for reaction and analysis on the implications of ChatGPT and what the future holds.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
10 snips
Dec 4, 2023 • 50min
Enhancing customer service with AI | Fergal Reid (VP of AI at Intercom)
Fergal Reid, VP of AI at Intercom and the company's first machine learning hire, shares insights on transforming customer service with AI. He discusses Intercom's evolution into an AI-first company and the pivotal role of ChatGPT in this journey. Fergal highlights strategies to mitigate AI hallucinations and the importance of rapid iteration in AI development. He also emphasizes the shift to conversational AI and how it enhances user experiences, illustrating the need for ongoing innovation amid rising AI-native competitors.
Jun 21, 2024 • 27min
Off Script: Reinventing customer service with AI
Fergal Reid, VP of AI at Intercom, discusses the impact and evolution of AI in customer service, specifically focusing on large language models like GPD. He highlights the potential of AI in reshaping customer support and emphasizes disciplined development for high-quality AI products.
Jun 20, 2024 • 27min
Off Script: Reinventing customer service with AI
Fergal Reid, VP of AI at Intercom, discusses the application of machine learning in customer service. Topics include advancements in NLP and ML, challenges in predicting AI technology, and the impact of AI in customer service, including the future potential of autonomous AI bots.
