
The Learners Podcast
The UX Research behind Intercom's Fin.AI with Karen Church
<p>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 you...






