Integrating and creating innovative AI solutions for customer support
Fergal Reid, Intercom
12-1pm 14th Nov 2025
Abstract
Fergal will talk about how Intercom is integrating and creating innovative AI solutions for customer support solutions. Many of these challenges are discussed in the Fin AI research blog (https://fin.ai/research/). Fergal will also discuss how industry is thinking about problems in AI and has dedicated a potion of his talk to "Ask me anything".
Short Bio
Dr. Fergal Reid is the Chief AI Officer at Intercom. He joined Intercom in 2017 to help the company build its R&D's Machine Learning function, and currently leads the machine learning team who are building the Fin.ai customer service agent. Fergal is an applied machine learning expert with deep experience across AI, product strategy, and software engineering. He founded the machine learning startup Synference, which was later acquired by Optimizely in San Francisco. He has a PhD in machine learning applied to network analysis.