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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.

Watch on YouTube: https://youtu.be/bcghIm-1sAI?si=mm5QA_gafBP29XMXFollow the people

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

https://www.linkedin.com/in/pratik-bothra-bba03074/

Insights and blogs from the AI Group building Fin at Intercom: https://fin.ai/research/

https://www.linkedin.com/showcase/fin/

https://x.com/Fin_ai

https://www.fin.ai

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