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bscanlan

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Intercom's model beats GPT 5.4 and Sonnet 4.6 at customer support resolutions

venturebeat.com
3 points·by bscanlan·4개월 전·0 comments

Intercom create a custom model for customer support

twitter.com
2 points·by bscanlan·4개월 전·0 comments

Running a Reliable Service on LLMs

fin.ai
2 points·by bscanlan·11개월 전·0 comments

AI doubling capacity in Intercom engineering

fin.ai
5 points·by bscanlan·작년·0 comments

Lessons from Leading Business Systems

medium.com
1 points·by bscanlan·3년 전·0 comments

comments

bscanlan
·4년 전·discuss
Fun article, the phenomenon is interesting to see in practice, I've seen it regularly with newer instance types as it can take time for people to add them to their configurations.

We're heavy users of spot here in Intercom. I spot-checked our biggest workload, and this week we could have paid around 10% less if we were able to get the cheapest spot host possible in us-east-1 that is suitable for our workload (all 16xlarge Gravitons). However that would be at the cost of fleet stability, I think that to run relatively large production services used in realtime on spot you need to prioritise fleet stability, so choosing the "Capacity Optimized" strategy. We've seen incessant fleet churn when trying out cost optimised strategies.
bscanlan
·4년 전·discuss
> Well I can only guess so much of the underlying egress internet routing of AWS.

> At worst, if no explicit region is specified, it will reach the global aws endpoint through internet which is likely in a complete different part of the world than where you are, redirect to the local endpoint, and back.

There's no need to guess:

From https://aws.amazon.com/vpc/faqs/#Peering_Connections

"When using public IP addresses, all communication between instances and services hosted in AWS use AWS's private network. Packets that originate from the AWS network with a destination on the AWS network stay on the AWS global network, except traffic to or from AWS China Regions."

In practice there is not much risk from accessing AWS services using public endpoints, you just need to take AWS at their word.
bscanlan
·4년 전·discuss
Intercom is pretty similar. We use EC2 hosts and no containers (other than for development/test environments and some niche third-party software that is distributed as Docker containers). Autoscaling groups are our unit of scalability, pretty much one per workload, and we treat the EC2 hosts as immutable cattle. We do a scheduled AMI build every week and replace every host. We use an internally developed software tool to deploy buildpacks to hosts - buildpacks are pre-Docker technology from Heroku that solves most of the problems containers do.

I wouldn't necessarily recommend building this from scratch today, it was largely put in place around 8 years ago, and there are few compelling reasons for us to switch.