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

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

Latest episodes

undefined
Dec 12, 2024 • 20min

Off Script: Brian Eno and Stephen Fry take on AI

Welcome to a very special, limited-time only episode of Off Script, where two of the world's most compelling cultural voices – musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry – come together to unpack the profound transformation AI is bringing to our world.Fry and Eno joined us at Pioneer, Intercom's first-ever AI customer service summit, where they explored AI's vast potential while interrogating its implications. These two legends have seen multiple technological upheavals up close, as participants and first-hand observers, and they share a unique perspective on how this latest wave of tech disruption might reshape our creative and social landscapes.What emerges, through a blend of hilarious anecdotes and profound insights, is a nuanced examination of AI that's both optimistic and cautiously critical. While celebrating AI's ability to transform everything from customer service to creative expression, they remind us of important lessons learned from the era of the internet, smartphones, and social media.Watch this episode on YouTube: https://youtu.be/Aht2l0wT6pgNewsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign 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/productpodcastSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
undefined
Dec 5, 2024 • 37min

Mastering SaaS metrics with Equals CEO Bobby Pinero

Bobby Pinero, Co-founder and CEO of Equals, shares his journey from finance expert to tech innovator, focused on enhancing SaaS metrics analysis. He discusses vital metrics for success and common pitfalls founders face, emphasizing the need for customized measurements. Bobby highlights the importance of storytelling in presenting data, advocating for narratives that engage and inform stakeholders. He also shares insights on achieving product-market fit and creating tools that balance user familiarity with innovation.
undefined
Nov 14, 2024 • 26min

Beyond the AI hype: Understanding technological transformation with Benedict Evans

In this discussion, renowned industry analyst Benedict Evans delves into the significant impact of AI on customer service. He examines the evolving landscape of workplace technology, highlighting how advancements from mainframes to AI shape job roles and company culture. Evans also tackles the challenges of AI accuracy in customer interactions, referencing a notable court case involving a chatbot. Ultimately, he underscores the importance of responsible AI integration to enhance efficiency while navigating unforeseen shifts in various industries.
undefined
Nov 1, 2024 • 20min

Off Script: Imagining the next era of customer service

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.
undefined
Oct 23, 2024 • 26min

This is Getting Real with Des Traynor

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.
undefined
7 snips
Aug 29, 2024 • 57min

Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC

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!
undefined
Jul 11, 2024 • 25min

Off Script: Designing with AI

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.
undefined
Jun 21, 2024 • 27min

Off Script: Reinventing customer service with AI

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.
undefined
May 30, 2024 • 27min

Making the jump from B2C to B2B product management

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.
undefined
May 10, 2024 • 1min

Off Script EP2 Teaser: Into the future with AI-first Customer Service

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.

Get the Snipd
podcast app

Unlock the knowledge in podcasts with the podcast player of the future.
App store bannerPlay store banner

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode

Save any
moment

Hear something you like? Tap your headphones to save it with AI-generated key takeaways

Share
& Export

Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode