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

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AI Ireland with Mark Kelly

AI Ireland

225 episodes

3 days ago

Join host Mark Kelly on the AI Ireland podcast as he explores the impactful applications of AI in both business and society. Discover groundbreaking research, innovative technologies, and thought-provoking discussions on the ethical implications of AI. Gain valuable insights into how AI is being applied to business and society, as Ireland drives positive change and fosters innovation in this dynamic podcast.

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

AI Ireland with Mark Kelly

33 minutes 25 seconds

5 months ago

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

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