Fergal Reid
@fergal_reid
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VP of AI @intercom, building Fin ML PhD. Interests: Machine Learning, AI, stats, code, math, innovation, outdoor sports
Dublin City, Ireland
Joined September 2009
Really excited about this event we're doing in SF with @cognition and @harvey, about building leading AI products. @silasalberti and @nikogrupen have kindly agreed to speak about their experiences, and I'll also be talking about our journey with @Fin_ai .
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Every winning company feels like a clown car inside. The important thing is to keep it pointed towards a goldmine.
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Our newest entry on the Fin research blog is by Afonso Marques. It's a deep essay arguing that LLMs already have sufficient peak intelligence to automate real world tasks like customer service, and that intelligence _density_ is what's required next.
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Fin is doing 1M resolutions a week - an exciting milestone. These are times when it successfully resolves an end-user support query. Fin's a real AI agent, delivering real value, in a way that helps businesses, helps their customers. Next up, 1M a day!.
Fin just passed 1M resolutions / week. (Up from 600k a quarter ago). 1 resolution = 1 customer query that’s been successfully resolved in the eyes of the customer. Which often requires back and forth and work across multiple systems. Using the following numbers from our customer
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We've another Fin research blog post to share from @_ketanbhatt about how we keep Fin reliable and fast in production, in a world where LLM services can and do fail a lot: vendor failover, and latency based routing. Link below!.
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You can register and see more details here: .
register.fin.ai
Join us on August 14th for an announcement from the Fin AI Group.
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To make the best AI products, you need the best AI technology - it's not enough to just stay at the application layer!. I'd love if you could join us on the 5th of August. We'll discuss some exciting new AI tech we've built for Fin, in more detail than we ever have before! 1/2.
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RT @polynoamial: Today, we at @OpenAI achieved a milestone that many considered years away: gold medal-level performance on the 2025 IMO wi….
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Another entry to the Fin AI blog - this time a deep dive on getting LLM inference times down in production, to investigate putting reasoning models in latency critical tasks. There's a lot you can do to get inference time down, compared to a naive approach. Link below!.
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Two great new posts to share on the @Fin_ai research blog - detailed technical discussions, the first about how we built this really deep LLM powered feature; and the second about how we used causal techniques, combined with LLMs, to measure the impact. Links below!.
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RT @destraynor: We're putting our money ($1M) where our mouths (or more specifically our resolution rates) are with @Fin_ai - read @eoghan'….
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In this podcast with Mark from AI Ireland, I talk about Fin, the AI agent we've built, and how we run the AI Group at Intercom. In this snippet I talk about the specific qualities we look for in our AI scientists and engineers, and how we intersect AI and product development.
In today’s #AIIreland podcast, @intercom's Fergal Reid talks about how Intercom embraced #AI post-ChatGPT, rapid pivot and adoption, automating complex support flows reliably and profitably with #Fin, their high-performing AI team & more. Listen Now 👉
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RT @destraynor: Aside from our product updates we’ve been pretty quiet about what’s going on at @intercom and @Fin_ai as a business. Unti….
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RT @destraynor: 3 - Fin Suggestions (my fave). I ❤️ this workflow. Fin will: .1. Observe what happens when it escalates.2. Detect what's mi….
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