Fergal Reid is the Director of Machine Learning at Intercom. He has a PhD in machine learning, and has held ML roles at several high-growth startups.
Fergal has a track record of building engineering and product teams, bringing successful ML products from first prototype to substantial business revenue, and has spent the last 6 years leading Intercom's Machine Learning function.
Join Fergal as he shares how they developed ‘Fin’, a chatbot that actually solves up to 50% of support questions. This session will shed light on the product development process of Fin, the challenges encountered, and the opportunities it brought forth. The talk will encompass Intercom’s experiences and lessons learned from integrating large language models in a live production environment.