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

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

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Episoder(247)

 E240 Ireland’s AI Opportunity Agents, Jobs & the Future of Work with Salesforce’s Mick Costigan

E240 Ireland’s AI Opportunity Agents, Jobs & the Future of Work with Salesforce’s Mick Costigan

Today’s guest is Mick Costigan, Vice President, Salesforce Futures at Salesforce. As we step into an era increasingly defined by artificial intelligence, businesses globally are striving to adapt, inn...

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E239 From AI Experimentation to Enterprise Transformation with Microsoft Ireland's Kieran McCorry

E239 From AI Experimentation to Enterprise Transformation with Microsoft Ireland's Kieran McCorry

Today’s guest is Kieran McCorry, National Technology Officer at Microsoft Ireland. Artificial Intelligence is not just a new frontier but a paradigm shift that's reshaping business models globally. At...

25 Jun 19min

E238 Building Trusted AI at Enterprise Scale with Workday's Graham Abell

E238 Building Trusted AI at Enterprise Scale with Workday's Graham Abell

Today’s guest is Graham Abell, VP, Software Engineering & Ireland Site Lead at Workday. As continues to transform the landscape of business operations in our rapidly evolving digital world, Graham joi...

18 Jun 19min

E237 Inside Enterprise AI Transformation: Agents, ROI, and Co-Creation with Version 1's Brad Mallard

E237 Inside Enterprise AI Transformation: Agents, ROI, and Co-Creation with Version 1's Brad Mallard

Today’s guest is Brad Mallard, Chief Technology Officer at Version 1. In a world driven by rapid technological change, AI is not just about the technology itself; it’s about people, transformation, an...

11 Jun 29min

E236 The Impact of General Purpose AI Agents with Jentic’s Sean Blanchfield and Michael Cordner

E236 The Impact of General Purpose AI Agents with Jentic’s Sean Blanchfield and Michael Cordner

Today’s guests are Sean Blanchfield CEO and Michael Cordner, CTO at Jentic. In a world driven by innovation and technological advancement, few developments stand as transformative as the emergence of ...

4 Jun 22min

E235 'AI in Irish Business: Insights from Trinity College & Microsoft Report' with Ashish Kumar Jha

E235 'AI in Irish Business: Insights from Trinity College & Microsoft Report' with Ashish Kumar Jha

Today’s guest is Ashish Kumar Jha, Professor In Business Analytics at Trinity College Dublin. Trinity College Dublin and Microsoft Ireland recently released their latest AI Economy Ireland 2026 report...

7 Mai 17min

E234 'Generative AI, AI Strategy and Work Life Balance' with Darren Redmond

E234 'Generative AI, AI Strategy and Work Life Balance' with Darren Redmond

Today’s guest is Darren Redmond, a Generative AI Specialist and experienced Engineering Leader. In the fast-paced world of technology, the lines between professional obligations and personal aspiratio...

24 Apr 30min

E233 ‘AI Tools That Boost Productivity and Creativity’ with Get Started with AI’s Jonathan McCrea

E233 ‘AI Tools That Boost Productivity and Creativity’ with Get Started with AI’s Jonathan McCrea

Today’s guest is Jonathan McCrea, Experienced Broadcaster and Founder at Get Started With AI. As AI is revolutionising industries and redefining how we approach both personal and professional tasks, J...

9 Apr 25min

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