Fergal Reid 
I recently got to sit down with Fedor Parfenov to discuss his work leading the AI workstream building our Insights product.
We discussed the purpose and rational behind building the Insights product; Fedor’s application of Causal Analysis to understand its impact without ab-testing, and his journey to Intercom and ideas about the future.
Relevant blog posts are this one on generating suggestions to improve the content powering the RAG system, and Fedor’s approach to causal analysis.
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