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The UX Research behind Intercom's Fin.AI with Karen Church
Friday, 5 September, 2025

Recently named one of the Business Post Top 100 Women in Irish Tech, Karen Church (VP of Research & Data Science at Intercom) joins Alec Levin to talk about blending research with data science, building Intercom’s RAD org, and the story behind Fin — their AI customer-service agent.We cover:- Why Intercom merged Research + Data Science, and how the RAD org is structured- Lessons from scaling research impact across product, growth, pricing, and customer experience- How Fin was built — experiments, features, and metrics that really matter- The new hybrid skills researchers need as AI reshapes roles- Practical ways to speed up your workflow with AI, while keeping human judgment at the center👉 Connect with Karen: linkedin.com/in/karenchurch🎯Follow us on socials!Instagram: https://www.instagram.com/joinlearners/LinkedIn: https://www.linkedin.com/company/learnersX: https://x.com/joinlearners

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