Intercom’s Chief AI Officer Fergal Reid sits down with Principal Machine Learning Engineer Pratik Bothra to explore what it really takes to make AI actions reliable and safe. They dive into the pitfalls of moving from demo to deployment, why deterministic checks trump LLM watchdogs, and why most resolutions still come from strong informational answers. It’s a candid look at the challenges and trade-offs in building agentic workflows that work in production.

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Intercom’s Chief AI Officer Fergal Reid sits down with Staff ML Scientist Fedor Parfenov to unpack how the Fin team turned failed conversations into better answers - safely. They trace the journey from Copilot to the new Insights product, tackling content gaps, the “snippet monster,” accumulation and consolidation, and why causal inference beat classic A/B tests for measuring real impact.

Watch this episode on YouTube: https://youtu.be/Qagm7Pb2aRk?si=2bIhZ0uAd0XEBw8v

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Insights and blogs from the AI Group building Fin at Intercom

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Fin AI podcast will bring candid and technical conversations from the Fin AI group. This is the group that works on the AI of Fin, the leading agent for customer service, resolving more than 1M conversations a week. These conversations are candid, technical, and raw, capturing our excitement about AI technology and are struggle to make it do useful things.

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See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.