Intercom is one of the earliest adopters of AI - its AI product Fin has generated over two million answers and been used by thousands of users since it was launched last March. On this week’s episode of Unsupervised Learning, we sat down with Intercom Co-Founder and Chief Strategy Officer Des Traynor to talk about how AI is incorporated into Intercom, structuring its AI team, using RAG vs. fine-tuning techniques, where we are in the AI adoption curve, and his advice for startups building on top of AI.
Intercom is one of the earliest adopters of AI - its AI product Fin has generated over two million answers and been used by thousands of users since it was launched last March. On this week’s episode of Unsupervised Learning, we sat down with Intercom Co-Founder and Chief Strategy Officer Des Traynor to talk about how AI is incorporated into Intercom, structuring its AI team, using RAG vs. fine-tuning techniques, where we are in the AI adoption curve, and his advice for startups building on top of AI.
(0:00) intro
(0:31) Intercom reaction to ChatGBT
(3:18) how AI is incorporated into Intercom products
(6:33) guardrails preventing hallucinations 9:49 exploration versus optimizing cost
(19:00) structuring AI teams
(31:17) fine-tuning for customers vs RAG
(37:03) solving the 'actions' problem
(38:38) lessons learned from transitioning into AI
(44:28) over-hyped/under-hyped
(45:53) companies that have implemented AI well/poorly
(48:27) Jacob and Jordan debrief
With your co-hosts:
@jacobeffron
- Partner at Redpoint, Former PM Flatiron Health
@patrickachase
- Partner at Redpoint, Former ML Engineer LinkedIn
@ericabrescia
- Former COO Github, Founder Bitnami (acq’d by VMWare)
@jordan_segall
- Partner at Redpoint