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

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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Get a free trial of Fin, our breakthrough AI Agent and AI Copilot, here: https://www.intercom.com/fin

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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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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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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.

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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

Listen on The Ticket on Spotify: https://open.spotify.com/episode/2V1DOmQDIN47dp0q0JOUei

Listen on The Ticket on Apple Podcasts: https://podcasts.apple.com/us/podcast/off-script-into-the-future-with-ai-first-customer-service/id996103731?i=1000655072876




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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://inter.com/productnewsletter




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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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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://inter.com/productnewsletter




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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




📝 Read Julia Godinho's blog post: https://www.intercom.com/blog/five-key-takeaways-about-ai-product-management/




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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/




Say hi on 👋

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LinkedIn: https://www.linkedin.com/company/intercom/




Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin




🏠 www.intercom.com




#customersupport #customerservice #intercom #product #productdesign

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