Eoghan McCabe, CEO of Intercom, explores the upcoming revolution in customer service driven by AI. He discusses how AI technologies will dramatically enhance support interactions, improving both speed and quality. McCabe emphasizes the collaboration between humans and AI, highlighting the importance of empathy as traditional methods evolve. He predicts a future where bots converse with bots, and AI begins to outstrip human expertise, marking the start of a transformative era in customer service.

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.

Enzo Avigo, co-founder and CEO of June, a B2B SaaS analytics platform, shares his entrepreneurial journey. He emphasizes the importance of product-market fit and navigating the Y Combinator experience for early-stage startups. Enzo reveals insights into founder-led marketing, highlighting the value of personal branding and authentic user connections. He discusses challenges in data management for product insights and effective time management strategies for CEOs. This conversation is a treasure trove for aspiring entrepreneurs and product leaders!

Emmet Connolly, VP of Product Design at Intercom, discusses the impact of AI on software design and development. Topics include simplifying workflows, custom user interfaces, and emphasizing creativity in the design process.

Fergal Reid, VP of AI at Intercom, discusses the impact and evolution of AI in customer service, specifically focusing on large language models like GPD. He highlights the potential of AI in reshaping customer support and emphasizes disciplined development for high-quality AI products.

Intercom Product Manager, Bethany Clark, shares insights on transitioning from B2C to B2B product management. They discuss challenges, adjusting to different customer bases, impact of SLAs on product aspects, 'Think Big, Start More' principle application, and the importance of achieving Product-Market Fit in B2B. The conversation highlights early collaboration with customers, problem-solving, feedback loops, and the synergy between product, sales, and marketing teams.

In episode 2 of Off Script, our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality. Watch the full episode now YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxmListen on The Ticket on Spotify: https://open.spotify.com/episode/2V1DOmQDIN47dp0q0JOUeiListen on The Ticket on Apple Podcasts: https://podcasts.apple.com/us/podcast/off-script-into-the-future-with-ai-first-customer-service/id996103731?i=1000655072876Follow the people:https://www.linkedin.com/in/eoghanmccabe/https://www.linkedin.com/in/pauladams/Say hi 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Follow our podcast:🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg💻 RSS Feed https://rss.art19.com/intercom-on-productSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productnewsletter🏠 www.intercom.com#customersupport #customerservice #intercomSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor, Intercom Co-Founder, discusses the AI revolution and its impact on startups and society. Topics include generative AI, State Chat GPT for customer service, evolution of AI chatbots, and embracing technological innovation.

Exploring the challenges and opportunities of AI in product management, including problem-solving focus, customer perception, and customer attitudes towards AI adoption. Emphasizing the importance of control, confidence building, and adaptability in AI product development. Discussing the necessity of technical understanding for Product Managers in navigating AI systems and collaborating with ML engineers. Highlighting the integration of AI in product management workflows and the potential to revolutionize product development.

Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, discuss the challenges and adaptations of designing for AI systems, including managing unpredictability, handling failure states, building trust, and the importance of patience. They also highlight the significance of onboarding and education in creating standout products in an AI world.