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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

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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

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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

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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

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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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  • 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

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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
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  • 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

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  • About Intercom

Engineering

If shipping is your heartbeat, you're in the right place

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Engineering 6 min read

Shipping fast with smaller steps

How do we know what features are useful? We don’t. It’s trial and error really. Some features work really well….

Brian White

Former Director of Engineering, Intercom

Brian White

Engineering 30 min listen

Honeycomb’s Charity Majors on operations engineering

If your startup is gaining traction, nothing will kill its momentum or the trust of your users quite like downtime. Availability is everything.

Ingrid Epure

Former Software Engineer, Intercom

Ingrid Epure

Engineering 11 min read

Engineering a culture of psychological safety

The top indicator of a successful team isn’t tenure, seniority or salary levels. It’s psychological safety. Here’s how to build it into your organization.

John Looney

Former Principal Engineer, Intercom

John Looney

Engineering 5 min read

Having the right amount of process at your startup

Discussing software development and engineering processes is a great way to end unwanted conversations at parties. Dull because it feels…

Brian White

Former Director of Engineering, Intercom

Brian White

Engineering 35 min listen

Skyliner’s Marc Hedlund on engineering management

One of the most challenging, yet rewarding, changes an engineer can make is the transition from maker to manager.

Brian Scanlan

Senior Principal Engineer, Intercom

Brian Scanlan

Engineering 7 min read

What to do when a feature grows faster than expected?

When you launch a new feature, what has worked for your beta users won’t always work as well when your…

Paul Magrath

Senior Software Engineer, Intercom

Paul Magrath

Engineering 5 min read

Empathy engineering: bridging the gap from code to customer

My name’s Dale, I’m an engineer and I have a confession to make. I like talking to customers. I know…

Dale Cantwell

Senior Engineer, Intercom

Dale Cantwell

Engineering 3 min read

How we convinced everyone to care about technical performance

Be it a marketing site that’s slower than your competitors’, an app that crashes on install, or a blog post…

Shayon Mukherjee

Platform Software Engineer, Gusto

Shayon Mukherjee

Engineering 3 min read

How managers can keep their team on the same page

The most successful companies are those that are aligned – on strategy, purpose and objectives. Many assume this is the…

Cormac McGuire

Engineering Manager, Intercom

Cormac McGuire
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