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

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

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      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

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      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

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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

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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

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      Intercom for Enterprise - Infrastructure & Scale

      How our infrastructure scales alongside our customers

      Oran O'Dowd

      VP of Engineering, Intercom

      Oran O'Dowd
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      • Making the best of a bad situation: Lessons from an Intercom outage

      • How we scaled engineering enablement and infrastructure at Intercom

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      • Understanding AI: How we taught computers natural language

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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

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  • About Intercom

Product & Design

Our latest thinking on building and designing great products

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Product & Design 6 min read

Why being first doesn’t matter

Any startup founder knows the pressure of launching first. The belief is that if your competitor beats you to market,…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 1 min listen

An interview with Garrett Dimon

In this interview, Garrett discusses the thinking behind his product Sifter, the problem with low-end price plans, the long, slow…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 1 min listen

An interview with Joshua Porter

Joshua Porter is a man with lots of fresh ideas and opinions. In this interview we spoke about many design…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 1 min listen

An interview with Ryan Singer

I talked with Ryan Singer from 37signals about design practices, product management, the merits of UX processes, and lots more….

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
what is a growth hacker

Product & Design 3 min read

If it’s important, don’t hack it

Growth hacking is a dirty world. Scraping websites and spamming activity feeds grows a business in the same way anorexia…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 2 min read

You pay the price, but you get value

Sometimes your customers know that you provide a feature they want, but for some reason, they don’t use it. Why…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 1 min read

Complex, but not Complicated

Situation: Your users know you provide a feature, and they want to use it. But when they approach it they’re…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 2 min read

Are you being Clear, or Clever?

Situation: You’ve built a great feature that solves a real problem that you know your users have. They’re not using…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 7 min read

The Future of Email Products

The last significant innovation in email came 8 years ago with Gmail which introduced conversation threading, gigabyte storage, speed, powerful…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
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