Honeycomb Observability Day SF - Kesha Mykhailov, Fin.ai: Human-Centric Observability in AI Systems

Empathy is one of the superpowers of modern engineering teams, especially when building tools that interact with humans. This talk by Kesha Mykhailov tells the story of Fin, Intercom's Customer Support AI agent, and how they transformed their approach to Fin's observability.