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.

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.

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.

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.