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

Intercom on Product: Riding the AI wave in 2024

Jan 18, 2024

55:51

Snipd AI

The hosts discuss the widespread adoption and impact of generative AI, as well as their personal experiences with AI features on phones. They explore the influence of technology on daily life, including Google Glass and advancements in AI. The chapter also discusses the extensive development process of a video game sequel and the pros and cons of iterative software development and AI misapplications. The limitations of AI tools like Alexa and Siri are discussed, along with the current state of technology and the emergence of a new S curve. The chapter concludes with a discussion on the impact of AI on UX, customer support, and product management.

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

The rise of generative AI and OpenAI's vision API marked the beginning of a major shift in technology and its impact on exploring new places.

The release of the game 'Tears of the Kingdom' showcased the power of deep design and craftsmanship in enhancing the user experience and redefining expectations in the gaming industry.

Companies need to carefully choose AI applications, avoiding automation of infrequent tasks to prevent increased work, and focus on precise outputs and deep product work for improving user experience.

Deep dives

The Impact of Generative AI in 2023

2023 was dominated by the rise of generative AI, with every failing startup and boring incumbent leveraging it to make themselves more interesting. The launch of OpenAI's vision API was a game-changer, allowing for incredible capabilities like recognizing photos and answering questions. The speaker shares a personal experience of how AI changed the way they explored a city, translating signs and providing new insights. This advancement marked the beginning of something huge. Additionally, the discussion touches upon the failed launch of Google Glass and the importance of timing and form factor in tech innovation.

Challenges and Opportunities in AI Application

01:19

Impact of AI on Everyday Life and Technological Evolution

01:48

Embracing Early Technology and Iteration

01:09

Anticipating Changes in Design and Product Disciplines Post AI

01:15

Introduction

2min

The Impact of Technology and Excitement for a Video Game

2min

Sequel Development, Breakthroughs in Physics, and Downsides of AI

5min

Discussing the Anatomy of a Misapplication of AI and AI Tools

6min

The Emergence of a New S Curve

23min

The Impact of AI on UX, Customer Support, and Product Management

18min

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.

Watch the video: https://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

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