Complex Systems with Patrick McKenzie (patio11) Your support rep is also trapped in this call, with Des Traynor of Intercom
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Jan 15, 2026 
Des Traynor, co-founder of Intercom, discusses how AI is revolutionizing customer support. He delves into the evolution of their AI agent, Finn, which democratizes high-quality service and reduces repetitive tasks for human agents. The conversation highlights how AI can enhance user interactions, allowing candid exchanges without judgment. Traynor also addresses the changing role of support staff, emphasizing the need for strategic focus rather than routine tasks. He envisions a future where AI automates complex workflows, improving both efficiency and user satisfaction.
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Org Design Shapes Customer Experience
- Organizations end up slicing customer experience to optimize internal goals, not user coherence.
- Conway's Law plus Goodhart's Law cause handoffs and perverse metrics that degrade customer experience.
From Founder Support To Fragmented Handoffs
- Des describes the shift from founder-led support to fragmented enterprise handoffs.
- Multiple teams (SDR, AE, CSM, support) create confusing handovers that hurt customers.
Design Support For Sustainable Scale
- Set clear limits and measurable workflows so support work is sustainable at scale.
- Establish expected workloads and shift incentives so staff can stop at the end of the day without burning out.