Episode
How Intercom Cut $250K/Month by Ditching GPT for Qwen
- Published
- Feb 26, 2026
- Duration seconds
- 3211
- Processing state
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- https://share.transistor.fm/s/0fd18337
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Summary
Intercom was spending $250K/month on a single summarization task using GPT. Then they replaced it with a fine-tuned 14B parameter Qwen model and saved almost all of it. In this episode, Intercom's Chief AI Officer, Fergal Reid, walks through exactly how they made that call, where their approach has changed over time, and how all of their efforts built their Fin customer service agent. Chain of Thought is hosted by Conor Bronsdon.