Enhancing customer service with AI | Fergal Reid (VP of AI at Intercom)

In this episode of Building with AI, host Haroon Choudery sits with Fergal Reid, VP of AI at Intercom, a platform that empowers businesses to deliver better customer support. Fergal sheds light on Intercom's transition into an AI-first company, highlighting his role as the first dedicated machine learning hire. He narrates the various changes and developments that the company experienced during this journey, which became especially pronounced with the arrival of ChatGPT.

During the conversation, they discuss:

• Intercom's evolving AI development strategy,
• Intercom's strategies to counter AI hallucinations,
• Crucial choices behind Intercom's successful AI integration,
• Fergal's perspective on an AI-driven software revolution,
• Navigating challenges in the rapidly evolving AI industry, 
• And much more!

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Brought to you by Autoblocks (https://www.autoblocks.ai)—how product teams build better AI experiences.

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Building with AI is a weekly podcast featuring conversations with trailblazing business leaders at the forefront of AI. Through thoughtful and engaging dialogue, host Haroon Choudery (CEO of Autoblocks) uncovers tactical insights that empower listeners to build and scale better AI products.

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Where to find Fergal Reid:

• Linkedln: https://www.linkedin.com/in/fergalreid
• X: https://x.com/fergal_reid

Learn more about Intercom:

• Website: https://www.intercom.com
• LinkedIn: https://www.linkedin.com/company/intercom/
• X: https://x.com/intercom

Where to find Haroon Choudery:

• Linkedln: https://www.linkedin.com/in/haroonchoudery/
• X: https://x.com/haroonchoudery

Learn more about Autoblocks:

• Website: https://www.autoblocks.ai
• X: https://x.com/AutoblocksAI

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• Website: https://www.notabot.tech
• X: https://x.com/notabotdaily