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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

Follow the people

https://www.linkedin.com/in/fergalreid/

https://www.linkedin.com/in/fedor-parfenov/

https://fin.ai/research/

Insights and blogs from the AI Group building Fin at Intercom

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