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.
AI AgentsRAG & RetrievalAI Evaluation & Reliability
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In their words
it's hard to plan for that. But short of that, that's our strategic direction. And we have a lot of validation on the bet so far. So we'll see. We'll see.
How Intercom Cut $250K/Month by Ditching GPT for Qwen