Fergal Reid

Intercom

1 episode on Chain of Thought

Fergal Reid is the Chief AI Officer at Intercom, where he scaled the AI team from 10 people to 55. On Chain of Thought he walked through how Intercom cut a $250K-per-month summarization bill by replacing GPT with a fine-tuned Qwen model, and how the surrounding systems, not the core LLM, drove most of the gains in their Fin agent.