Brian Donohue

In this discussion, Brian Donoghue, VP of Product at Intercom, dives into the exciting enhancements of their AI agent, Fin. He reveals how Fin can now process multimedia inputs and features real-time translation to elevate customer interactions. The conversation shifts to AI's role in revolutionizing support, emphasizing empathy in automated interactions. Brian also showcases Fin's capabilities in managing complex tasks like refunds through advanced automation, ultimately transforming customer service across multiple platforms.

Brian Donohue, VP of Product at Intercom, shares his journey of integrating AI into product development, focusing on the creation of their AI agent, Finn. He discusses the evolution from early machine learning to leveraging large language models, reflecting on the significant challenges and innovations encountered. Brian emphasizes the importance of outcome-based pricing, aligning customer incentives with product success. He also explores the need for product teams to enhance their technical fluency to navigate AI complexities effectively.

Brian Donohue, product executive at Intercom, discusses the challenges of building AI products and the unpredictability of outcomes. They explore the importance of customer service, tying business and technology together, and creating artificial micro-markets. They also delve into the uncertainty of AI displacing jobs and the future impact of AI advancements.