Person
Fergal Reid
Fergal Reid is the head of AI at Intercom, leading engineering practice for the Fin product and focusing on fine-tuning and evaluation of open-source models in production.
Timeline (last 90 days)
Oct 13
The resolution rate of Intercom's Fin product rose from about 30% to nearly 70%, with the main improvement coming from a custom reranker, retrieval model, and query normalization rather than from swapping in a frontier large model alone.
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