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(258)

E251 The AI Cyber Arms Race: Attackers vs Defenders with Smarttech247's Raluca Saceanu

E251 The AI Cyber Arms Race: Attackers vs Defenders with Smarttech247's Raluca Saceanu

Today’s guest is Raluca Saceanu, CEO at Smarttech247. As cybersecurity threats grow in speed, scale and sophistication, organisations must find new ways to protect themselves without slowing innovatio...

24 Sep 23min

E250 How AI Is Transforming Cybersecurity from Reactive to Predictive with Cytidel's Matt Conlon

E250 How AI Is Transforming Cybersecurity from Reactive to Predictive with Cytidel's Matt Conlon

Today’s guest is Matt Conlon, Founder at Cytidel. As cybersecurity threats are escalating in complexity andfrequency, professionals like Matt are at the forefront of addressing these challenges. In th...

17 Sep 20min

E249 The Future of Drones in Ireland: AI and Security with Drone Space's Ian Kiely & Joe

E249 The Future of Drones in Ireland: AI and Security with Drone Space's Ian Kiely & Joe

Today’s guest is Ian Kiely, Leading UAV specialist, Founder of Drone Space Limited and ESA project contributor. He is also joined by Joe, a veteran in national security, maritime navigation and airbor...

10 Sep 24min

E248 The Rise of AI Agents: Building the Future of Autonomous Work with Glitch's Kingsley Kelly

E248 The Rise of AI Agents: Building the Future of Autonomous Work with Glitch's Kingsley Kelly

Today's guest is Kingsley Kelly, Founder and CTO at Glitch. As AI continues to revolutionise how companies operate, innovate and compete, Kingsley is at the forefront of this change. In this podcast, ...

3 Sep 28min

E247 How AI Is Transforming Interviews for Neurodivergent Job Seekers with URhired’s Owen Murray

E247 How AI Is Transforming Interviews for Neurodivergent Job Seekers with URhired’s Owen Murray

Today's guest is Owen Murray, Commercial Director at URhired. URhired is not just another AI tool; it is a lifeline designed purposely for neurodivergent job seekers. With over 85% of the neurodiverge...

27 Aug 23min

E246 How AI Is Transforming Email Security with CyberCheck360's Vinodh Kumar Balaraman

E246 How AI Is Transforming Email Security with CyberCheck360's Vinodh Kumar Balaraman

Today's guest is Vinodh Kumar Balaraman, Founder & CEO at CyberCheck360. In an era where cyber threats are increasingly sophisticated, email security remains a critical line of defence for organisatio...

13 Aug 23min

E245 Small Language Models, Contextual Intelligence and AI Sovereignty with Guglielmo Iozzia

E245 Small Language Models, Contextual Intelligence and AI Sovereignty with Guglielmo Iozzia

Today's guest is Guglielmo Iozzia, Director, ML/AI and Applied Mathematics at MSD. In the ever-evolving domain of artificial intelligence, small language models pose a revolutionary alternative to the...

6 Aug 16min

E244 The Rise of Agentic AI: Security, Governance & Enterprise Risk with Sector8’s Kammil Mahajan

E244 The Rise of Agentic AI: Security, Governance & Enterprise Risk with Sector8’s Kammil Mahajan

Today’s guest is Kammil Mahajan, Co-Founder and CEO at Sector8. Businesses across the globe are confronted with the need to integrate AI into their operations, whether they explicitly choose to or not...

30 Jul 19min

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