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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Avsnitt(253)

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...

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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 Juli 19min

E243 Why Continuous Security Testing Is the Future of Cybersecurity with WhatsExposed's Elena Donea

E243 Why Continuous Security Testing Is the Future of Cybersecurity with WhatsExposed's Elena Donea

Today’s guest is Elena Donea, CEO at WhatsExposed. With AI changing cybersecurity faster than ever before, Elena joins us on today’s podcast to explore how organisations can stay ahead of an evolving ...

23 Juli 17min

E242 Building an AI Platform Transforming Social Media Content Creation with coso.ai’s James Flynn

E242 Building an AI Platform Transforming Social Media Content Creation with coso.ai’s James Flynn

Today's guest is James Flynn, Co-Founder and CEO at coso.ai. Social media has become a cornerstone for businesses aiming to enhance their reach and engagement with target audiences. However, navigatin...

16 Juli 23min

E241 AI in Healthcare: AI Agents to Cut Doctors’ Admin Time by Hours with Microdoc's Brian Kelleher

E241 AI in Healthcare: AI Agents to Cut Doctors’ Admin Time by Hours with Microdoc's Brian Kelleher

Today’s guest is Brian Kelleher, Founder at MicroDoc. From automating time-consuming documentation to enhancing clinical decision-making, AI has the potential to transform healthcare efficiency while ...

9 Juli 16min

 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...

2 Juli 32min

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 Juni 19min

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