Fergal Reid

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.

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.

In this engaging conversation, Fergal Reid, Chief AI Officer at Intercom and a PhD in machine learning, discusses the challenges of traditional chatbots and introduces Finn, an advanced AI agent designed for customer support. He explains how Finn handles complex tasks like refunds and returns while seamlessly integrating with existing systems. Fergal also highlights the importance of metrics like resolution rate and offers insights on effectively onboarding AI solutions. Their approach balances configuration with a standardized core, ensuring reliability across multiple communication channels.

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.

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.