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      Intercom on Product Des Traynor Paul Adams

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

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • The first 90 days with AI: A 4-step guide to get you started

      • Off Script: Brian Eno and Stephen Fry take on AI

      • Intercom’s 2024 in review

      • The AI agent buyer’s guide: How to make the right choice for your support needs

      • Intercom vs Zendesk: Two AI agents put to the test

      • See all articles
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  • Customer Service
    • Featured in Customer Service

      The AI agent buyer’s guide: How to make the right choice for your support needs

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • The first 90 days with AI: A 4-step guide to get you started

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Intercom vs Zendesk: Two AI agents put to the test

      • The Ticket: AI integration lessons from ScreenCloud

      • The Ticket: Nick Clark on how to design AI support for the customer

      • See all articles
    • Watch and listen

      • Listen to our podcasts

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  • AI & Automation
    • Featured in AI & Automation

      Off Script – Stephen Fry and Brian Eno

      Off Script: Brian Eno and Stephen Fry take on AI

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Beyond the AI hype: Understanding technological transformation with Benedict Evans

      • Intercom vs Zendesk: Two AI agents put to the test

      • Off Script: Imagining the future of customer service in an AI-first world

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Off Script: Designing the future with AI

      • See all articles
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  • Customer Engagement
    • Featured in Customer Engagement

      Intercom Off Script Episode 5 – President Archana Agrawal

      Off Script: Better, faster, cheaper – how AI transforms the economics of customer service

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Becoming Fin: The story behind the name of our AI chatbot

      • The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty

      • 4 ways to personalize your marketing messaging and boost engagement

      • The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      • The ultimate marketing technology stack

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      Beyond the AI hype: Understanding technological transformation with Benedict Evans

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Fin over email: How we built a multichannel AI agent

      • Meet Fin 2: Watch the launch of our next-generation AI Agent

      • Off Script: Designing the future with AI

      • Innovating with AI: The latest insights from SaaS companies leading the way

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

      • See all articles
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  • Engineering
    • Featured in Engineering

      Intercom for Enterprise - Infrastructure & Scale

      How our infrastructure scales alongside our customers

      Oran O'Dowd

      VP of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • Making the best of a bad situation: Lessons from an Intercom outage

      • How we scaled engineering enablement and infrastructure at Intercom

      • Evolving Intercom’s database infrastructure

      • 10 engineering lessons from 6 years at Intercom

      • Understanding AI: How we taught computers natural language

      • See all articles
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  • News & Updates
    • Featured in News & Updates

      Intercom’s 2024 in review

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Off Script: Brian Eno and Stephen Fry take on AI

      • Fin 2: The first AI agent that delivers human-quality service

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Pioneer 2024: Intercom’s first ever AI customer service summit, in summary

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • The Ticket

      Discover the future of customer service, support, and experience

    • Intercom on Product

      Lessons from our product leaders on building software in an AI-first world

    • See all podcasts
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  • About Intercom

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Customer Service 29 min watch

The Ticket: The Four Pillars of CX – A deep dive into what makes for great customer experiences

In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

Engineering 19 min watch

Making the best of a bad situation: Lessons from an Intercom outage

Hear the highlights (and lowlights) from a major Intercom outage, including what went wrong, how we fixed it, and the lessons we learned to prevent it from happening again.

Miles McGuire

Staff Product Engineer, Intercom

Miles McGuire

Engineering 37 min watch

How we scaled engineering enablement and infrastructure at Intercom

Discover how Intercom went from a patchwork of legacy systems and recurring incidents to a stable infrastructure that supports fast-moving product teams.

Ryan Sherlock

Director of Engineering, Intercom

Ryan Sherlock
Intercom on Product Des Traynor Paul Adams

AI & Automation 46 min watch

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

How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? We discuss the ways we are reinventing the company to adapt to the era of AI.

Davin O'Dwyer

Senior Managing Editor, Intercom

Davin O'Dwyer
Off Script – Stephen Fry and Brian Eno

AI & Automation 18 min watch

Off Script: Brian Eno and Stephen Fry take on AI

In this special episode of Off Script, musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry discuss how AI is transforming our world.

Davin O'Dwyer

Senior Managing Editor, Intercom

Davin O'Dwyer
Start Good Trouble with Bobby Pinero

Customer Engagement 36 min watch

Start Good Trouble: Mastering SaaS metrics with Equals’ Bobby Pinero

Equals co-founder and CEO Bobby Pinero joins us to discuss how to use metrics to tell a compelling business story.

Mark Iafrate

GTM Lead, Webinars & Partner Marketing, Intercom

Mark Iafrate

Customer Service 24 min watch

The Ticket: AI integration lessons from ScreenCloud

In this episode of The Ticket, Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss the critical aspects of selecting and implementing AI agents.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
Intercom The Ticket – Nick Clark

Customer Service 34 min watch

The Ticket: Nick Clark on how to design AI support for the customer

In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

AI & Automation 46 min watch

Beyond the AI hype: Understanding technological transformation with Benedict Evans

Is the AI hype justified, or is there more to the story? Renowned industry analyst Benedict Evans cuts through the noise and reveals what AI really means for industries like customer service.

Davin O'Dwyer

Senior Managing Editor, Intercom

Davin O'Dwyer
Intercom The Ticket – John Rossman

Customer Service 27 min watch

The Ticket: How to practice Amazon’s “Big Bet Leadership”

John Rossman joins us to discuss the concept of “Big Bet Leadership”, emphasizing the importance of making bold, high-stakes decisions in business.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
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