Intercom was shipping and experimenting with AI enabled products since 2017. This episode is for those interested in hearing about the evolution of AI models, the customer results, and how these models can be applied in production.

Fergal Reid is Vice President of AI at Intercom. He started at Intercom nearly 7 years ago to help the company begin delivering products leveraging AI. In this episode, we cover how ML & AI has evolved since 2009 and why the reasoning engines that exist in models today are a substantial improvement. We dive into Intercom’s AI-enabled products starting in 2017 to now Fin (Intercom’s AI chatbot) in 2023. Fergal dives into the technical considerations, how the team delivers usable AI enabled software, dealing with hallucinations and the tangible outcomes that Fin has enabled for Intercom’s customers. We discuss latency tradeoffs, using multiple models, building MVPs, and much more. Teams at any stage of their AI journey will benefit from this episode.