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

Off Script: Imagining the next era of customer service Nov 01, 2024

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/WIBibfv3SKk

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This is Getting Real with Des Traynor Oct 23, 2024

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-f5620d766eab

To check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/

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Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC Aug 29, 2024

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.

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Off Script: Designing with AI Jul 11, 2024

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=I8hMPj3AD34

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Off Script: Reinventing customer service with AI Jun 21, 2024

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=yZgHB9KFl1Y

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Making the jump from B2C to B2B product management May 30, 2024

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/

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Off Script EP2 Teaser: Into the future with AI-first Customer Service May 10, 2024

In episode 2 of Off Script, our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality.

Watch the full episode now YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm

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Introducing Off Script: Des Traynor on the AI revolution Apr 04, 2024

This week on Intercom On Product we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.

In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through.

You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv

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The evolution of product management in the age of AI Mar 14, 2024

Our VP of Product Brian Donohue and Senior Product Manager Julia Godinho delve into the evolving landscape of product management, offering a glimpse into the challenges and opportunities that AI presents in this new era.

Watch this episode on YouTube: https://www.youtube.com/watch?v=btllH4W4YS4

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How to design standout products in an AI world Feb 08, 2024

Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, sat down to dive into Molly's recent blog post titled 'A new age of UX: Evolving your design approach for AI products'.

📝 Read Molly Mahar's blog post: https://www.intercom.com/blog/design-ux-machine-learning-ai/

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Intercom on Product: Riding the AI wave in 2024 Jan 18, 2024

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.

Watch the video: https://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

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Intercom on Product: Product Strategy in the Age of AI Sep 14, 2023

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents.

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The AI revolution and the future of customer service May 25, 2023

On this episode of Intercom on Product, Des Traynor, Co-founder and Chief Strategy Officer sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future.

Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQ

Transcript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/

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Our manifesto for next-generation customer service Mar 02, 2023

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us.

Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-service/

Watch the video: https://youtu.be/XgV4A-iStO4

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ChatGPT is here to stay. Where will it take us? Feb 02, 2023

In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things GPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces.

Learn more about Intercom's new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/

Watch a video of this episode here: https://www.youtube.com/watch?v=-hBhLoBeQUU

Read a transcript here: https://www.intercom.com/blog/podcasts/intercom-on-product-ai-chatgpt-customer-service/

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How ChatGPT changed everything: Thoughts from the frontline of the AI/ML revolution Dec 09, 2022

This week OpenAI released ChatGPT, its prototype AI chatbot. On this episode of Intercom on Product, Intercom Co-Founder and Chief Strategy Officer Des Traynor sits down to chat with our Director of Machine Learning, Fergal Reid for reaction and analysis on the implications of ChatGPT and what the future holds.

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The new dawn of Machine Learning Sep 08, 2022

In today’s episode of Intercom on Product, Des Traynor, Co founder and Chief Strategy Officer, and Paul Adams, Chief Product Officer, sit down with our Director of Machine Learning, Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years.

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Intercom on Product: Facing the tech slowdown May 26, 2022

In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams.

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Intercom on Product: Speeding back up when momentum drops Jan 20, 2022

Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down? Intercom co-founder and CSO Des Traynor and Intercom SVP of Product, Paul Adams explain how to speed back up when momentum drops.

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Intercom on Product: Keeping the momentum going as you scale Aug 19, 2021

Speed is every startup's biggest competitive advantage. But as the company grows more complex, will you be able to keep it? Des Traynor and Paul Adams discuss.

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Intercom on Product: Accelerating your strategy after COVID-19 Jun 03, 2021

In this episode of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19.

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Intercom on Product: Defining sustainable innovation Feb 11, 2021

In the first Intercom on Product of 2021, Des Traynor and Paul Adams get to grips with innovation. How can we make it accessible across an organisation? How can we make it sustainable and scaleable, and what can we learn from the Grateful Dead's Jerry Garcia?

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Intercom on Product: One for the roadmap Oct 01, 2020

In this month's episode Des Traynor and Paul Adams deep dive into the process of roadmapping - why it's important and how it should evolve as your company scales.

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Intercom on Product: Meet your marketer Aug 25, 2020

In our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales.

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Intercom on Product: Understanding your customer is key to good product judgment May 12, 2020

Des Traynor and Paul Adams return with episode 10 of Intercom on Product, exploring product judgment. What is it? Why does it matter? And how to develop it?

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Intercom on Product: Why making every day count is key to progress Feb 19, 2020

In our ninth episode of Intercom on Product, Des Traynor and Paul Adams discuss the importance of efficiency to good product principle and why making every day count is key to individual and team progress.

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Intercom on Product: The dawn of a new decade Jan 06, 2020

Intercom's Co-founder & Chief Strategy Officer, Des Traynor hosts SVP of Product Paul Adams and our Senior Director of Product Design Emmet Connolly for a look back at the year 2019 and the decade that preceded it.

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The intersection of company and product strategy Nov 25, 2019

In episode seven of Intercom on Product, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategymentioned in the episode.

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Rethinking outcomes over output Oct 17, 2019

We discuss the five inputs that guide us at Intercom; how to think about the relationship between inputs, outputs and outcomes; and how to frame projects as customer problems instead of business problems.

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Rise of the “keyboard-first” generation Sep 05, 2019

Join Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they discuss their latest thoughts on how to build successful product at scale.

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The principles behind how we build Jul 25, 2019

In this episode Des Traynor and Paul Adams discuss the principles upon which we've built our product, and indeed our business, here at Intercom. They talk about the value of having a clearly defined set of principles and how they can become the foundation for cohesive decision making.

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The most valuable meetings for building product Jun 27, 2019

Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product.

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How we unlock the power of feedback May 30, 2019

In the second episode of this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss how to harness the power of feedback to shape your product roadmap.

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Intercom on Product – New podcast with Intercom co-founder Des Traynor and SVP of Product Paul Adams Apr 29, 2019

Welcome to our brand new podcast series, Intercom on Product, where Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss their latest thoughts on how to build successful products at scale. If you're a designer, product manager, engineer, researcher or anything in between, this series is for you.

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