The AI Native Dev - from Copilot today to AI Native Software Development tomorrow
Intercom Co-Founder on AI Autonomy, Adapting Dev to LLMs and what AI Native means: Insights from Des Traynor
Jul 18, 2024
Intercom Co-Founder, Des Traynor, discusses the evolution from AI-assisted tools to autonomous AI agents, organizational changes, and future of AI-powered customer support. Topics include AI integration in chat-based support, challenges in AI-driven software development, continuous deployment and pre-deployment testing in AI applications, team structures and skillsets in AI product development, chat-based AI interfaces, AI in customer engagement, and the future role of support personnel in an AI-driven customer service landscape.
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Quick takeaways
- Intercom shifted to an AI-first approach for customer support, emphasizing chat-based interfaces.
- Intercom faced challenges in transitioning to AI-native features and workflows.
Deep dives
Intercom's Evolution to AI-First Customer Support
Intercom transitioned to an AI-first approach for customer support, focusing on an always-on chat-based interface with AI features. By leveraging technologies like chat GPT, they enhanced the future of customer service through AI capabilities like Fin and Fin Co-pilot, marking a significant shift towards AI-native customer support platforms.
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