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.

01:04:49

Episode guests

Des Traynor

AI Summary

Highlights

AI Chapters

Episode notes

Podcast summary created with Snipd AI

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.

Chat-driven UI and voice interfaces simplify user interactions and improve software experiences.

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.

Adapting to Building LN Based Products at Tesla

01:20

Evolution from Augmenting Human Capacity to Automating Workflows with AI

01:20

Maintain System Performance over Flashy Additions

01:20

Balancing Risk and Resolution in Decision-making

01:20

Intro

2min

Evolution of Chat-Based Support with AI Integration

6min

Navigating Challenges in AI-driven Software Development

8min

Exploring Continuous Deployment and Pre-Deployment Testing in AI Applications

3min

Evolution of Team Structures and Skillsets in AI Product Development

5min

Significance of Chat-based AI Interfaces and Challenges in Implementing AI Tools

21min

Evolution of AI in Customer Engagement and Code Generation

18min

Exploring the Future Role of Support Personnel in an AI-Driven Customer Service Landscape

2min

In this enlightening episode of the AI Native Dev podcast, Des shares invaluable insights into the strategic decisions and challenges faced along the way of Intercom's AI journey, highlighting the pivotal moments that shaped Intercom's AI-first approach. The discussion delves into the evolution from AI-assisted tools to autonomous AI agents, organizational changes, and the future of AI-powered customer support. Des also emphasizes the importance of up-to-date knowledge bases and disciplined adoption of AI tools. This episode is a must-listen for anyone looking to understand the impact of AI on customer service and the broader implications for development practices.

Join the AI Native Dev Community on discord: https://tessl.co/4ghikjh

Ask us questions: podcast@tessl.io

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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

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Intercom's Evolution to AI-First Customer Support

Ramping Up AI Development at Intercom

The Shift Towards Chat-Driven UI and AI Integration

The Evolution of AI Text Generation

Impact of AI on Support Processes

Adapting to Building LN Based Products at Tesla

Evolution from Augmenting Human Capacity to Automating Workflows with AI

Maintain System Performance over Flashy Additions

Balancing Risk and Resolution in Decision-making

Get the Snipd
podcast app

AI-powered
podcast player

Discover
highlights

Save any
moment

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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

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Intercom's Evolution to AI-First Customer Support

Ramping Up AI Development at Intercom

The Shift Towards Chat-Driven UI and AI Integration

The Evolution of AI Text Generation

Impact of AI on Support Processes

Adapting to Building LN Based Products at Tesla

Evolution from Augmenting Human Capacity to Automating Workflows with AI

Maintain System Performance over Flashy Additions

Balancing Risk and Resolution in Decision-making

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