Intercom on Product: Building Software in an AI-first World

How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? In the latest episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and our Chief Product Officer Paul Adams discuss all the far-reaching ways we are rethinking the basics and reinventing the company to adapt to the era of AI.Watch this episode on YouTube: https://youtu.be/etre_aw6_0o?si=fkWII4slHlsYnxpNNewsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcastSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Welcome to a very special, limited-time only episode of Off Script, where two of the world's most compelling cultural voices – musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry – come together to unpack the profound transformation AI is bringing to our world.Fry and Eno joined us at Pioneer, Intercom's first-ever AI customer service summit, where they explored AI's vast potential while interrogating its implications. These two legends have seen multiple technological upheavals up close, as participants and first-hand observers, and they share a unique perspective on how this latest wave of tech disruption might reshape our creative and social landscapes.What emerges, through a blend of hilarious anecdotes and profound insights, is a nuanced examination of AI that's both optimistic and cautiously critical. While celebrating AI's ability to transform everything from customer service to creative expression, they remind us of important lessons learned from the era of the internet, smartphones, and social media.Watch this episode on YouTube: https://youtu.be/Aht2l0wT6pgNewsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcastSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Bobby Pinero, the co-founder and CEO of Equals, sits down with Mark Iafrate, Principal of Integrated Marketing at Intercom, to discuss the challenges of navigating product-market fit, the importance of understanding key metrics in the SaaS industry, common mistakes founders make in evaluating metrics, and the significance of storytelling in presenting data.Watch Start Good trouble on YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFpAwM39seMpQCUyexY98tUFNewsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcastSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Is the AI hype justified, or is there more to the story? Hear renowned industry analyst Benedict Evans as he cuts through the noise and reveals what AI really means for industries like customer service.Watch this episode here: https://events.intercom.com/on-demand/69b135d5-09ad-4023-a52e-b8a4ea0ee939/?referrer_page=de35aee1-a86c-48bb-8967-f5620d766eabTo check out all the sessions in full, check out: https://pioneer.intercom.com/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise—this is just the beginning. The race to build and ship the future is on.Watch this episode on YouTube: https://youtu.be/WIBibfv3SKkFollow the people:https://www.linkedin.com/in/eoghanmccabe/https://x.com/eoghanFollow Intercom:Twitter: https://x.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. www.inter.com/productpodcastwww.intercom.com#customerservice #Customersupport #aiinsightsSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The open questions raised by the rise of generative AI are now gradually getting answers. Intercom’s Co-founder and Chief Strategy Officer Des Traynor walks us through how AI went from just about possible to seemingly inevitable over the course of two years. People speculate that AI will be as big as the internet or cloud or mobile, but as Des puts it, perhaps we should be thinking of this moment as a modern version of the dawn of electricity.Watch this episode here: https://events.intercom.com/on-demand/509d896b-f6c6-4139-975d-d55c689a2ff8/?referrer_page=de35aee1-a86c-48bb-8967-f5620d766eabTo check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Intercom on Product, we talk with Enzo Avigo, co-founder and CEO of June, a next-generation analytics platform dedicated to B2B SaaS. He shares his key learnings from his entrepreneurial journey so far, including the importance of product-market fit (PMF), the real value of getting into Y Combinator, and the growing significance of founder-led marketing. Leading the conversation is Mark Iafrate, GTM Lead, Webinars & Partner Marketing, Intercom.Watch this episode on YouTube: https://www.youtube.com/watch?v=qha95Ig4gWw😁 Follow the people:https://www.linkedin.com/in/enzoa/https://www.linkedin.com/in/markiafrate/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastSay hi on 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Emmet Connolly, our long time VP of Product Design at Intercom, talks about how the recent advent of modern AI has us revisiting everything from how we design and build interfaces to how we think about the roadmaps of our products. This is us very much sharing what we’re learning at scale as we pivot in the hopes it will be valuable to you too as you start to do the same.Watch this episode on YouTube: https://www.youtube.com/watch?v=I8hMPj3AD34Follow the people:https://www.linkedin.com/in/eoghanmccabe/https://x.com/eoghanhttps://x.com/thoughtwaxFollow Intercom:Twitter: https://x.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Get a free trial of Fin, our breakthrough AI Agent and AI Copilot, here: https://www.intercom.com/finhttps://www.intercom.com/CopilotSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://intercomonproduct.substack.com/www.intercom.com#customerservice #Customersupport #aiinsightsSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.  You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1YFollow the people:https://www.linkedin.com/in/eoghanmccabe/https://www.linkedin.com/in/fergalreid/Say hi 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://intercomonproduct.substack.com/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom Product Manager Bethany Clark sits down to discuss B2B vs B2C product management with Bob Wallis, our Senior Product Marketing Manager. Having recently transitioned into B2B product management after several years in the B2C space, Bethany draws from first-hand experience and offers insightful perspectives on the key differences and commonalities between the two domains.Watch this episode on YouTube: https://www.youtube.com/watch?v=UW2145l_7pM📝 Read Bethany Clark's blog post: https://www.intercom.com/blog/b2b-vs-b2c-product-management/😁 Follow the people:https://www.linkedin.com/in/bethany-clark-137720bbhttps://www.linkedin.com/in/rwallis/Follow our podcast:🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg💻 RSS Feed https://rss.art19.com/intercom-on-productSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://intercomonproduct.substack.com/Say hi on 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin🏠 www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.