Fergal Reid
@fergal_reid
VP of AI @intercom, building Fin ML PhD. Interests: Machine Learning, AI, stats, code, math, innovation, outdoor sports
Today, we at @OpenAI achieved a milestone that many considered years away: gold medal-level performance on the 2025 IMO with a general reasoning LLM—under the same time limits as humans, without tools. As remarkable as that sounds, it’s even more significant than the headline 🧵
1/N I’m excited to share that our latest @OpenAI experimental reasoning LLM has achieved a longstanding grand challenge in AI: gold medal-level performance on the world’s most prestigious math competition—the International Math Olympiad (IMO).
We're putting our money ($1M) where our mouths (or more specifically our resolution rates) are with @Fin_ai - read @eoghan's post for the details.
Today we’re launching the Fin Million Dollar Guarantee. We’ve been making big claims about our industry-best performance, but we know such claims are cheap. So it’s time to put our money where our mouths are. If we don’t deliver on these claims, we’ll pay you $1M. First, some…
In this podcast with Mark from AI Ireland, I talk about Fin, the AI agent we've built, and how we run the AI Group at Intercom. In this snippet I talk about the specific qualities we look for in our AI scientists and engineers, and how we intersect AI and product development.
In today’s #AIIreland podcast, @intercom's Fergal Reid talks about how Intercom embraced #AI post-ChatGPT, rapid pivot and adoption, automating complex support flows reliably and profitably with #Fin, their high-performing AI team & more Listen Now 👉tinyurl.com/339bh9dc
Aside from our product updates we’ve been pretty quiet about what’s going on at @intercom and @Fin_ai as a business. Until now. @eoghan shares some exciting highlights in this post, have a read👇
This is a story about how we rebooted a 15 year old decelerating business to be on course to be the fastest growing large software company in the world in four quarters from today… :) The Q1 Intercom board meeting starts in one hour. Q1 FY26 was the largest quarter by net new…
3 - Fin Suggestions (my fave) I ❤️ this workflow. Fin will: 1. Observe what happens when it escalates 2. Detect what's missing/wrong in your help centre 3. Suggest a diff on the article or a new article 4. You accept+publish, one click 5. Fin will never need to escalate again
Today we just launched our Insights product @intercom My favourite feature: when a human answers a question that Fin couldn't, we use LLMs to suggest a change to the original content. Low friction, maintainable, powerful - the start of a genuine CS AI flywheel.
If you were Skynet, but could only send information back in time, the Bitcoin whitepaper would be a pretty good candidate.
We invest a lot into Fin's AI systems, but eventually any RAG AI's knowledge base becomes the low-hanging fruit. But now you can use AI to improve that, too. We've built a product that tries to finally close this loop for Customer Service. We're launching Insights on May 21st:…
Technology can have influence. It can 'want' things. Nuclear subs encourage strategic balance. Muskets encourage militia; knights feudalism. In software, I think AI is an inherently strategically aggressive technology. AI products 'want' agency, want information, want to suck in…
Heard a joke once: Man goes to doctor. Worried about AI. What lies ahead is vague and uncertain. Doctor says, "Treatment is simple. Future belongs to those who know how to work with AI." Man bursts into tears.