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

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.

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.

The podcast discusses the potential impact of AI on product strategy, including the challenges and opportunities for startups. It explores the advancements in conversational AI, reasoning, image, voice, and video generation and their impact on various industries. The speakers also discuss the impact of AI on sales and job roles, and the challenges and considerations for startups and incumbents navigating AI disruption.

On this episode of Intercom on Product, Des Traynor, Co-founder and Chief Strategy Officer sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future.Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQTranscript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us.Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-service/Watch the video: https://youtu.be/XgV4A-iStO4See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things GPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces.Learn more about Intercom's new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/Watch a video of this episode here: https://www.youtube.com/watch?v=-hBhLoBeQUURead a transcript here: https://www.intercom.com/blog/podcasts/intercom-on-product-ai-chatgpt-customer-service/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.