Intercom on Product: How we became an AI-first company [Video]

In the age of generative AI, all the foundational assumptions around tech are in flux, so we must look at everything we do with fresh eyes.

We’ve spoken a lot about how AI is changing customer service and software in general. It has clearly redefined our product, as we built the leading AI agent for support, Fin, and the best AI-first customer service platform.

“How is AI shaping the way we build product?”

But how is it changing the way we run the company? How is it shaping the way we build product, and the rituals we rely on to ship consistently innovative software? How is it forcing us to reconsider our strategy as the market for customer service products is rapidly disrupted?

In the latest episode of Intercom on Product, Paul Adams, Intercom’s Chief Product Officer, and Des Traynor, our Co-founder and Chief Strategy Officer, give a behind-the-scenes look at some of the ways generative AI …