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.

Fergal begins the conversation by emphasising the immense potential of AI technology. Countering claims that generative AI is merely hype, he argues that it is actually under-hyped. “You have to be using this technology or you will just become dramatically less productive and efficient… ignoring it’s not the right strategy,” Fergal asserts. He shares his own journey from computer science graduate to machine learning pioneer, highlighting the pivotal moments and lessons learned along the way.

Fergal recounts his experiences starting a software company with fellow graduates, which led to further academic pursuits in machine learning, culminating in a PhD. His pursuit of cutting-edge research unintentionally laid the groundwork for a career in innovation and entrepreneurship.

He shares tales from Silicon Valley, where he cut his teeth at Optimizely and learned from some of the best minds at companies like Google and Microsoft. This training ground was instrumental in shaping his approach to product development and understanding the intricate dynamics of the industry.

Fergal’s role at Intercom is a significant highlight of the podcast. He was drawn to the company because of its forward-thinking stance on AI and its commitment to making Dublin a hub for technological innovation. He described the strategic shifts within Intercom, particularly the pivotal moment when ChatGPT emerged as a transformative force.

“Initially, we saw ChatGPT came out… we realized this is interesting, this is gonna transform our industry,” Fergal recounts. The excitement and rapid adoption of AI tools exemplified how quickly the landscape was shifting. Fergal describes how Intercom integrated AI-driven chatbots into its offerings, marking the beginning of a new chapter in customer support innovation.

The conversation also ventures into broader societal implications of AI adoption. Fergal shares insights on how customer support roles, which are important in Ireland’s economy, are evolving with AI integration. While AI like Intercom’s Fin has the potential to automate processes, it also raises concerns about employment in the service sector.

“We’ve built Fin… it’s fresh, and it works really well even today… over like two years, this technology is just gonna get amazing,” he explains. The anticipated disruption could shift how support roles are staffed and structured in the near future.

The podcast closes with speculative thoughts on where AI might lead us. Fergal acknowledges the uncertainties surrounding AI’s trajectory, noting both the opportunity and fear associated with such a revolutionary technology. He stresses the importance of staying adaptable and embracing lifelong learning.

Reflecting on the role of education and entrepreneurship in a rapidly advancing technological era, Fergal shares: “As the technology level rises, the more skilled jobs are more likely to be durable.” His insights are a testament to the fast-paced landscape of AI, urging listeners to remain proactive and engaged with these transformative tools.

Fergal highlights not just the technical innovations brought by AI but also the strategic pivots necessary to adapt and thrive. His journey underscores the potential of AI to redefine industries and challenge current paradigms.