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

This is Getting Real with Des Traynor

Oct 23, 2024

Exploring the rapid evolution of AI, the discussion emphasizes how this technology has shifted from potential to an unavoidable reality. The impact of the pandemic on the tech industry leads to innovative experimentation and a blend of whimsical and practical AI applications. Personal stories illustrate the transition from confusion to meaningful real-world implementations. Drawing parallels between AI and the dawn of electricity, the conversation highlights the transformative potential in customer service and the need for adaptation in the workforce.

25:40

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Quick takeaways

AI has evolved from a mere concept to an essential part of customer service, reflecting significant social and technological shifts.

The transition from 'software as a service' to 'service as software' highlights the need for adaptability in roles amidst automation advancements.

Deep dives

The Evolution of AI in Customer Service

The discussion highlights the transformation of AI from a concept to an essential component of customer service, emphasizing the changes witnessed over recent years. The journey began in a tech landscape where ideas appeared limited, with notable occurrences such as the COVID-19 pandemic prompting virtual adaptations and the rise of novel technologies like NFTs. The introduction of generative AI marked a significant turning point, leading to experimentation in various fields, revealing capabilities such as website creation from simple sketches. This evolution suggests that organizations adapting to these advancements can unlock new opportunities, while those clinging to traditional methods risk obsolescence.

Intro

2min

Navigating Tech Through Pandemic Whirlwinds and AI Innovations

4min

The Evolution of AI Adoption and Its Real-World Applications

4min

The Evolution of Software: From Service to AI-Driven Solutions

7min

Transformative Change: The AI Revolution in Customer Service

9min

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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