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
AI Ireland with Mark Kelly
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.
- No. of episodes: 215
- Latest episode: 2025-08-14
- Technology News
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