Unsupervised Learning
Ep 25: Intercom Co-Founder Des Traynor on Building Winning AI Strategy and Where We Are in the AI Adoption Curve
Jan 24, 2024
Des Traynor, Co-Founder and Chief Strategy Officer of Intercom, discusses how AI is incorporated into Intercom products, structuring AI teams, using RAG vs. fine-tuning techniques, solving the 'actions' problem, lessons learned from transitioning into AI, over-hyped/under-hyped AI, and companies that have implemented AI well/poorly.
57:15
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Quick takeaways
- Intercom strategically incorporates AI into their product by adding zero downside AI features to their inbox, such as conversation summarization and multilingual support.
- Intercom emphasizes the importance of leveraging AI to transform existing workflows and suggests that startups prioritize areas where incumbents' technology stock is irrelevant to gain a competitive advantage.
Deep dives
Intercom's rapid deployment of AI product
Intercom successfully shipped its AI product quickly after the launch of ChatGPT, showcasing their agility and innovative approach. The team explored the future of customer support and the role AI plays in it. They focused on areas where AI could augment customer support, such as summarization and translation features, improving the overall efficiency and experience for users. The podcast episode highlighted the all-hands-on-deck effort and the importance of being at the forefront of AI adoption in the customer support industry.
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